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Senior Customer Success Manager
2 months ago
Netradyne is a leading provider of fleet safety solutions, harnessing the power of Computer Vision and Edge Computing to revolutionize the modern-day transportation ecosystem. With growth exceeding 4x year over year, our solution is quickly being recognized as a significant disruptive technology.
Job SummaryWe are seeking a highly skilled Senior Customer Success Manager to join our team and play a crucial role in the success and growth of our largest customer, Amazon. As a key member of our customer success team, you will be responsible for managing relationships with multiple Amazon workstreams throughout the customer lifecycle.
Key Responsibilities- Project Management: Manage and drive internal operational process establishment and execution to ensure seamless customer experience.
- Installation and Validation: Oversee the installation progress and successful validation of our platform to meet customer needs.
- IDMS Enhancements: Collaborate with cross-functional teams to enhance IDMS capabilities and improve customer outcomes.
- SLA, Machine Learning, and Operational Data Metrics: Develop and implement strategies to improve SLA, machine learning, and operational data metrics to drive business outcomes.
- Inventory Management: Manage inventory levels and optimize supply chain operations to meet customer demands.
- Post-Installation Repair Management: Develop and implement processes to ensure timely and effective post-installation repair management.
- RMA Procedures: Establish and maintain RMA procedures to ensure seamless returns and exchanges.
- Reporting and Data Visibility: Develop and implement reporting and data visibility solutions to meet customer needs.
- Shipment Supply Management: Manage shipment supply chain operations to ensure timely and effective delivery of products.
- Data Analysis and Problem-Solving: Analyze data to identify trends and areas for improvement, and develop solutions to drive customer success.
- Customer Advocacy: Act as a single point of contact for customers, providing exceptional customer service and advocacy to drive loyalty and retention.
- Process Improvement: Continuously improve processes and methodologies to drive customer success and provide feedback on SOPs and process improvements.
- Executive Business Reviews: Conduct regular executive business reviews to identify customer opportunities and provide strategic program recommendations.
- Subject Matter Expertise: Develop and maintain subject matter expertise on our platform and consult with customers on change management, coaching workflows, communication planning, and other related topics.
- Relationship Building: Establish and maintain trusted advisor relationships across the client's organization, from executive sponsors to day-to-day contacts.
- Team Collaboration: Collaborate with cross-functional international teams to deliver outstanding customer satisfaction.
- Knowledge Sharing: Share knowledge and expertise with the team to drive continuous improvement and innovation.
- Account Management: Manage account activities in Gainsight, complete Calls-to-Action, and proactively monitor customer health via Health Scoring.
- Minimum 7 Years of Experience: Proven experience as a Customer Success Manager or Account Manager in a software solution and ongoing relationship management role, with a proven track record of success in managing large mid-market and enterprise accounts.
- Excellent Communication Skills: Excellent verbal and written communication, organizational, and interpersonal skills, with experience in hosting webinars and meetings.
- Presentation Skills: Demonstratable ability to present complex topics and strategic directives to a customer leadership team.
- Pricing and Negotiation: Experience with pricing, c-level negotiations, and sales practices in SAAS environments.
- Relationship Building: Strong ability to build and nurture positive relationships with clients across all levels of their organization, including c-level executives.
- Adaptability: Ability to work in a fast-paced and dynamic environment, with a flexible and quick-to-adapt mindset.
- Education: Bachelor's degree in a technical discipline or equivalent level of training/experience.
- CRM Experience: Minimum 3 years of experience using a CRM/Customer Success Solution (Salesforce, Gainsight) to summarize and plan customer interactions and create and track add-on and renewal opportunities.
- Problem-Solving: Proven ability to solve difficult challenges, develop creative solutions, and provide strong consultative direction.
- Industry Knowledge: Knowledge of commercial vehicle telematics and communication protocols, and 12/24v in-cab solutions is a plus.
- Travel: Estimated travel 25%-40%.
- Salary Range: $130,350-$153,350 USD.
- Benefits: Company-paid health care, dental, and vision coverage, including coverage for your partner and dependents, three health care plan options, FSA and HSA options, generous PTO and sick leave, 401(K), disability and life insurance benefits, and a $50 phone stipend per pay period.
