Customer Success Manager
1 month ago
We are seeking a highly skilled Customer Success Manager to join our team at Rooster Asset Tracking. As a key member of our organization, you will play a pivotal role in ensuring our customers achieve maximum value from our high-reliability, quality asset tracking solutions.
Key Responsibilities- Customer Relationship Management: Serve as the primary point of contact for customers, ensuring their needs are met and their expectations are exceeded.
- Order Processing & Account Setup: Manage customer handoffs from the sales team, ensuring smooth transitions for order processing and account setup.
- Order Fulfillment: Oversee the coordination of order fulfillment, ensuring timely delivery and setup of products.
- Technical Support: Provide frontline technical product support, troubleshooting issues related to hardware, software, and connectivity.
- Customer Onboarding: Conduct product demonstrations, training sessions, and ensure successful onboarding for new customers.
- Customer Relationship Management (CRM) Support: Oversee the maintenance and optimization of the CRM system, ensuring accurate data entry, records of customer interactions, reporting, resolutions, and integration with customer support activities.
- Customer Feedback: Gather and relay customer feedback to internal teams for product improvement and development.
- Cross-Departmental Collaboration: Work closely with sales, marketing, engineering, and product development teams to ensure customer success and satisfaction.
- Proactive Support: Monitor customer usage data to proactively address potential issues and ensure customers are fully utilizing the product.
- Training & Development: Develop and deliver training materials and resources to customers to enhance their product knowledge and usage.
- Escalation Management: Manage and resolve customer escalations, ensuring a positive outcome and maintaining customer trust.
- Strong background in customer onboarding and support for technical products.
- Excellent communication, presentation, and interpersonal skills, with a strong customer service focus.
- Proficient in CRM systems and other customer management tools.
- Ability to work independently and manage multiple customer accounts simultaneously.
- Strong problem-solving skills, with the ability to quickly address and resolve customer issues.
- Experience in order processing, account management, technical support, and CRM support/maintenance.
- High level of computer proficiency (MS Office Suite, spreadsheets, reports, etc.).
- Ability to adapt to changing situations and work in a fast-paced environment.
- Bachelor's Degree in Business, Engineering, or a related field.
- 5+ years of experience in customer success, account management, or a related role.
- Strong understanding and experience with IoT technology, asset tracking systems, and CRM support/maintenance.
- Team player with a strong work ethic and a passion for helping customers succeed.
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