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Customer Success Advocate

2 months ago

San Francisco, California, United States PCS Software, Inc. Full time
About PCS Software, Inc.

PCS Software, Inc. is a leading provider of innovative technology solutions in the Trucking and Logistics Industry. Our mission is to drive the success of our customers through cutting-edge Transportation Management System (TMS) solutions.

Job Summary

We are seeking a highly motivated and experienced Customer Success Specialist to join our team. As a key member of our customer success team, you will be responsible for ensuring our customers achieve their desired outcomes by closely monitoring customer health, driving engagement, and proactively addressing challenges.

Key Responsibilities
  • Proactive Customer Health Management and Business Reviews: Regularly monitor customer health, identifying risks and opportunities to ensure satisfaction and continued engagement.
  • Value Display: Showcase the benefits of our TMS offerings, ensuring customers are aware of and utilizing the full suite of available features.
  • Trusted Consultant: Act as a strategic advisor to customers, sharing industry best practices and providing tailored recommendations to optimize their operations using our TMS.
  • Escalation Management: Take ownership of customer issues, addressing potential roadblocks that could affect their experience with our platform.
  • Innovation Updates: Keep customers informed of new features and updates, assisting with adoption to enhance their operations.
  • SOW Consultation/Project Management: Collaborate with customers on paid enhancements, manage scope of work, and ensure the successful delivery of projects.
  • Feedback Loop: Provide continuous feedback from customers to the product team, ensuring their needs are considered in future product developments.
  • Customer Outcomes & Engagement: Understand customer outcomes by communicating regularly with customers, analyzing health metrics, and following up on Customer Satisfaction and NPS reviews.
  • Up/Cross-Sell Opportunities: Identify opportunities for upselling or cross-selling while maintaining healthy churn and growth levels.
  • Customer Insights: Provide valuable insights to customers to ensure they maximize their use of the platform, contributing to customer growth and platform adoption.
Requirements
  • 3-5 years of experience in training, support, sales, account management, or customer success in a SaaS environment.
  • Experience in the Trucking Industry (strongly preferred) and/or Accounting Software.
  • Strong verbal and written communication, strategic planning, and project management skills.
  • Analytical and process-oriented mindset.
  • Excellent communication and interpersonal skills.
  • Flexible approach, able to operate effectively with uncertainty and change.
  • Driven, self-motivated, enthusiastic, and with a can-do attitude.
  • Bachelor's degree.
  • Knowledge of Salesforce and project management tools.
  • Must be willing to travel.
Technical Skills and Experience Required to Successfully Perform this Position:
  • Customer Engagement
  • Customer Onboarding
  • Customer Retention
  • Customer Satisfaction
  • Problem Solving
  • Relationship Development
  • Service Coordination
  • Customer Relationship Management (CRM) software, prefer experience with Salesforce