09/01/2020

Customer Success Manager (CSM)

17W110 22nd Street #730 Oakbrook Terrace, IL 60181

 

 

About The Role

We are currently seeking a customer-centric, energetic, and highly-motivated individual to join our Customer Success Team. The Customer Success Manager (CSM) is responsible for cultivating and maintaining strong relationships within assigned accounts, reducing churn, improving customer adoption, securing upsells, building lasting, and ensuring high levels of customer satisfaction. The CSM works closely with our customers alongside Sales, Customer Support, and Product Management and Finance teams to ensure our services are delivered successfully.

If you are a Customer Success champion who thrives in an [redacted] environment, constantly improving customer relationships, adoption, and growth while seeking endless opportunities to grow professionally, this is the position for you!



What You’ll Do

 

  • Build relationships with assigned customers, help them with issues, and continually delight them with a positive, customer-centric attitude. Provide a proactive strategy with their assigned customer accounts
  • Work with customers to ensure they are leveraging GPSTab effectively and finding value in our services
  • Become an expert in GPSTab and educate customers on the use and benefits of our products
  • Work closely with Sales, Support, Billing, and other Technical teams to ensure exceptional customer experience and take care of any customer issues
  • Be a customer advocate while capturing customer feedback and reporting requests to Product Management and Development
  • Efficiently manage time to focus on essential activities to ensure customer satisfaction, account growth, and reduce customer churn
  • Develop and share best practices with team members to continually improve the quality, effectiveness, and efficiency of our processes
  • Act as the voice of the customer internally; as the steward of the customer relationship, work cross-functionally with Marketing, Sales, Product, and Engineering to ensure a consistent and strong customer message is embedded in processes
  • Liaise with technical support, accounting and other areas of the business to ensure customer satisfaction
  • Achieve/exceed target KPIs including but not limited to: renewal and retention, upsell/cross-sell revenue generation, monthly active usage

 

 

What We’re Looking For

 

  • Bachelor’s degree or equivalent of 2-5 years of experience in a customer-facing role, such as Customer Success, Customer Support or Account Management
  • Must possess a proven understanding of transportation and logistics; prior experience in fleet management or telematics preferred
  • Possess strong phone, written and verbal communication skills with excellent presentation skills
  • Confident, high energy, self-motivated and a true team player
  • Experience working with senior and executive-level customer contacts
  • Demonstrated ability and desire to work and excel in a fast-paced environment
  • Excellent multitasking and project management skills
  • Understanding of Internet and web applications with a desire to learn new technologies
  • Ability to understand and articulate hardware and software services across a wide range of stakeholders
  • Well-organized, with a high attention to detail and ability to prioritize
  • Proficiency with MS Office

 

At UTECH we’re on a mission to empower the logistics and transportation community with industry know-how and perfectly matched hardware and software solutions to support their business growth while minimizing their costs. We’re determined to continue innovating and building technologies that will revolutionize trucking and transportation.

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