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Customer Success Manager

2 months ago

Atlanta, Georgia, United States Clever Devices Ltd. Full time
Job Overview

Clever Devices Ltd. is a pioneering force in transit technology, dedicated to enhancing global mobility through innovative solutions.

As a Customer Success Manager, you will play a pivotal role in the Customer Success Management division. Your primary responsibility will be to orchestrate the strategy and implementation of our customer success initiatives, ensuring that clients derive optimal value from Clever Devices' offerings. You and your team will act as the advocates for our customers within the organization, promoting the adoption of our products, managing service delivery, and executing projects that showcase value to our clients.

Expertise Required

Your foremost priority is to deliver exceptional support to customers, a commitment demonstrated through your experience and customer feedback. You are adept at managing customer interactions at various levels, navigating complex and occasionally challenging situations with poise. You possess the ability to separate emotions from facts while maintaining the empathy necessary to connect with customers in need. Experience in public transit and/or complex systems integration is preferred. This role involves building and leading a team that drives the success of managed and support services for designated accounts, ensuring high levels of customer satisfaction across all services.

Decision-Making Authority

The Customer Success Manager has the authority to align the service delivery team, prioritize tasks, delegate responsibilities, and secure stakeholder consensus to meet the needs of assigned accounts and achieve total customer satisfaction. Customer issues will be addressed in accordance with established policies and procedures.

Leadership Responsibilities

This position entails supervising a team of Customer Success Managers, guiding their daily activities, prioritizing tasks, and refining processes to ensure their success.

Relationship Management

The Customer Success Manager regularly engages with both internal and external stakeholders to achieve favorable outcomes. This role serves as the primary contact for assigned accounts, recommending solutions to account-related issues and ensuring collaboration with designated team members for problem resolution. Proactive planning, clear communication, expert execution, and teamwork are essential to coordinate resources effectively within Clever Devices to support assigned accounts. Regular communication with customers is necessary to address complex inquiries and maintain a strong understanding of their needs.

Key Responsibilities

  • Oversee expenses and resource allocation.
  • Facilitate regular meetings with customers to present data on incidents, activity, trends, and recommendations.
  • Ensure compliance with Service Level Agreements (SLAs) and Service Level Objectives (SLOs).
  • Gather feedback on customer satisfaction through surveys and scorecards.
  • Ensure all stakeholders understand the requirements for maintaining high customer satisfaction.
  • Proactively manage operational processes for assigned accounts.
  • Audit the performance of the Technical Assistance Center (TAC) and Field Service for assigned accounts.
  • Review and provide input on Statements of Work (SOW) for new opportunities.
  • Onboard customers into the support phase.
  • Maintain accurate customer information across all platforms.
  • Convey customer requirements during the development of new policies and procedures.
  • Track, report, and resolve escalations.
  • Build and maintain relationships internally and externally.
  • Organize and manage upgrades and small customer projects.
  • Plan and implement Continuous Service Improvement initiatives.
  • Identify additional training and adoption opportunities for end users.
  • Recognize new revenue opportunities.
  • Track and manage service renewals.
  • Provide financial reporting at the account level.
  • Deliver customer communications and incident reports.
  • Identify and process Change Requests related to service.
  • Utilize knowledge of financial principles to communicate the impact of decisions on assigned accounts.
  • Collaborate across all organizational levels, including executives and technical experts.
  • Continuously enhance Customer Success Management processes and methodologies.
  • Understand key performance indicators related to operational service delivery.
  • Exhibit strong customer orientation and the ability to engage with senior management in customer environments.
  • Create Standard Operating Procedures (SOPs) for the role.
  • Manage a team of Customer Success Managers, including responsibilities for time management, performance reviews, and career development.
  • Perform other duties as assigned.

Qualifications:

  • Customer-focused mindset.
  • Bachelor's Degree in a relevant field.
  • Prior experience in Customer Success.
  • Willingness to travel as needed for site visits.
  • Ability to effectively present information and respond to inquiries from various stakeholders.
  • Experience in IT and/or Transit systems preferred.
  • Familiarity with Microsoft and SQL servers.
  • Understanding of communication flows between different systems.
  • Strong leadership and management skills.
  • Proficiency in Microsoft Office Suite.
  • High level of initiative and autonomy.
  • Excellent written and verbal communication skills.
  • Ability to lift up to 25 lbs as needed.
  • Requires extensive sitting, standing, and walking.
  • Occasional weekend or night work may be necessary.
  • Valid U.S. driver's license required.
  • Must be willing to undergo background checks and drug tests as required.

Clever Devices Ltd. is an Equal Opportunity Employer.

The compensation range for this position reflects a good faith estimate based on various factors including experience, skills, and location. The exact compensation will be determined based on these factors.

Clever Devices Ltd. offers a comprehensive benefits package, including health insurance, wellness programs, retirement plans, and paid leave, among others.

This job description is intended to provide a general overview of the position and is not exhaustive of all duties and responsibilities.