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Customer Success Manager

2 weeks ago

Sterling, Virginia, United States ORBCOMM Full time
Job Description Job Description

Join Us as Customer Success Manager (CSM)

Join our team as a Customer Success Manager and take the lead in driving customer satisfaction and retention. In this pivotal role, you'll build and nurture strong relationships with clients, ensuring they achieve maximum value from our solutions. You'll collaborate with cross-functional teams, develop tailored strategies, and be a trusted advisor to help our customers succeed, all while contributing to our mission of delivering exceptional customer experiences. This role will support our Truckload portfolio within our Transportation Line of Business.

Why You'll Love Working Here:   

As a Customer Success Manager at ORBCOMM, you'll drive customer satisfaction, retention, and growth by proactively managing a portfolio of clients. Working either with a Business Development Manager or independently, you'll ensure customers realize the full value of our IoT solutions through onboarding, business reviews, and ongoing asset health monitoring. If you're passionate about delivering exceptional customer value and fostering long-term relationships, this is the perfect role for you

These roles can be held in the following locations:

Hybrid in Sterling, VA

Remote in the US (South East Region)

What You'll Do:

  • Customer Retention & Growth: Drive retention by understanding customer needs, optimizing operations, and expanding adoption of ORBCOMM solutions.
  • Customer Experience: Ensure high satisfaction and retention through exceptional service and strong relationships.
  • Customer KPIs: Align solutions with customer KPIs to maximize product value and achieve business goals.
  • Solution Success & ROI: Integrate ORBCOMM solutions to enhance efficiency and drive measurable results.
  • Escalation Management: Manage case prioritization, customer remediation, and collaborate with support teams to resolve critical issues.
  • Asset Health Analysis: Provide actionable insights from asset data to drive success.
  • Business Reviews: Lead semi-annual reviews to assess performance, discuss roadmaps, and align on goals.
  • NPS & Case Health: Monitor and improve customer satisfaction (NPS) and case management.
  • Customer Training: Deliver product and software training to ensure customers fully utilize ORBCOMM solutions.
  • Add-On Orders & Onboarding: Oversee incremental orders and ensure smooth onboarding of new devices.
  • RMA Coordination: Manage product repair and replacement escalations to ensure quick turnaround.

Who You Are:

You're self-driven and thrive in a collaborative environment, ready to take ownership of your work. If you have:  

  • Bachelor's degree in business, Information Technology, or a related field.
  • More than 5 years of experience in Customer Success, Account Management, or a similar customer-facing role
  • At least 2 years of experience in a similar role directly supporting customers within the Truckload or Transportation industries.
  • Initiative-taking approach, capable of working both independently and collaboratively within a team.
  • Strong experience collaborating with Customer Support and Activation Services teams to resolve escalated issues and support customer onboarding.
  • Experience working in technology, telecommunications, or IoT preferred.
  • Proficiency in Salesforce for CRM management and case management.
  • Proficiency in Microsoft Office tools (Word, PowerPoint, Excel) for effective customer communication and presentations.
  • Excellent communication, problem-solving, critical thinking, and relationship management skills with diverse stakeholders.
  • Exceptional organizational skills to manage multiple customer engagements and initiatives.

Then we want to meet you  

Periodic Travel:

  • Travel Requirements: Be prepared for periodic travel (estimated at 20-30%) to customer sites, industry events, and ORBCOMM offices as needed to support customer success initiatives and maintain strong customer relationships.
  • On-Site Engagement: Conduct on-site visits to understand customer needs, provide training, and ensure the successful implementation of ORBCOMM solutions.

About Us:  

At ORBCOMM, we're pioneers in IoT technology, that drives innovation and empowers our clients to make data-driven decisions. Our industry-leading solutions enable customers to boost productivity, streamline operations and increase their bottom line. With over 30 years of experience and the most comprehensive solution portfolio in the industry, we enable the management of millions of assets worldwide across diverse sectors including transportation, heavy industries, satellite, and maritime. Discover how ORBCOMM is transforming industries and unlocking the potential of data to drive meaningful change by visiting us at   

Ready to Join Us?  

We believe that our people are our greatest asset. Your skills and passion can help us achieve remarkable things If you're seeking a thrilling career opportunity in a vibrant, growth-oriented environment, ORBCOMM is the perfect fit for you.  

We are committed to building a diverse and inclusive workplace and appreciate all applicants for their interest in joining our team. Only candidates selected for an interview will be contacted.   

At ORBCOMM, we are also dedicated to ensuring accessibility and are pleased to offer accommodations for individuals with disabilities upon request throughout all aspects of the selection process.  

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