Lead Customer Engagement Manager

2 weeks ago

Little Ferry, New Jersey, United States Netradyne Full time

Position Overview
As a Senior Client Success Manager at Netradyne, you will be instrumental in fostering the success and expansion of our clientele.

Your Role
You will serve as the primary liaison for designated clients, overseeing their relationships throughout the customer journey, from initial implementation to contract renewal.

Key Responsibilities
- Spearhead the deployment and enhancement of our platform to align with the distinct needs and objectives of each client, ensuring optimal return on investment and business results.
- Conduct regular Executive Business Reviews to uncover customer opportunities and reinforce the value of our offerings through strategic recommendations.
- Act as a subject matter expert, advising clients on change management, coaching workflows, and communication strategies.
- Maintain a consistent schedule of customer interactions to deepen relationships and enhance customer loyalty.
- Safeguard and expand Annual Recurring Revenue (ARR) for assigned accounts through strategic planning and identification of upsell opportunities.
- Establish trusted advisor relationships across client organizations, from executive sponsors to day-to-day contacts, ensuring they recognize the value derived from our products and services.
- Serve as the voice of the customer, coordinating with internal teams to facilitate prompt, customer-centric decisions and solutions.
- Collaborate with cross-functional international teams to ensure exceptional customer satisfaction across all departments.
- Liaise between Netradyne and clients, focusing on communicating product roadmaps and gathering client feedback for continuous improvement.
- Utilize customer relationships for prospecting and event references.
- Mentor and train fellow Customer Success Managers on best practices.
- Continuously refine processes and methodologies to enhance customer success, providing feedback on standard operating procedures and process improvements.
- Stay informed about industry trends and technologies, sharing insights with the team.
- Monitor account activities using Gainsight, completing Calls-to-Action, and proactively assessing customer health through Health Scoring.

Qualifications
- A minimum of 7 years of experience in a Customer Success Manager or Account Manager role within a software solutions environment, demonstrating a successful track record in managing substantial mid-market and enterprise accounts.
- Exceptional verbal and written communication, organizational, and interpersonal skills, with experience in leading webinars and meetings.
- Proven ability to present complex topics and strategic initiatives to customer leadership teams.
- Familiarity with pricing strategies, C-level negotiations, and sales practices in SaaS environments.
- Strong capability to cultivate and maintain positive relationships with clients at all organizational levels, including C-suite executives.
- Ability to thrive in a fast-paced, dynamic environment with a flexible and adaptable mindset.
- Bachelor's degree in a technical field or equivalent experience.
- At least 3 years of experience utilizing a CRM/Customer Success Solution (e.g., Salesforce, Gainsight) to summarize and plan customer interactions and track renewal opportunities.
- Demonstrated ability to tackle challenging problems, develop innovative solutions, and provide effective consultative guidance.
- Knowledge of commercial vehicle telematics and communication protocols is advantageous.
- Estimated travel requirement of 25%-40%.

Compensation Package Includes:
- Competitive salary range of $130,000—$150,000 USD
- Comprehensive health care, dental, and vision coverage, including options for dependents
- Multiple health care plan options
- Flexible spending account (FSA) and health savings account (HSA) options
- Generous paid time off (PTO) and sick leave
- 401(K) retirement plan
- Disability and life insurance benefits
- Monthly phone stipend

Netradyne is dedicated to building an inclusive and diverse workforce. We are an equal-opportunity employer, committed to creating a workplace free from discrimination based on race, color, ethnicity, ancestry, national origin, religion, sex, gender identity, sexual orientation, age, disability, veteran status, genetic information, marital status, or any legally protected status.

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