Location: Chicago, IL
Title: Customer Success Manager, FleetPulse
Role:
FleetPulse is seeking a highly motivated Customer Success Manager to drive onboarding, adoption, and success on the FleetPulse platform for a portfolio of customers. The ideal candidate will be passionate about driving customer satisfaction and retention and will have a proven track record of success in customer facing sales, support, and/or services roles.
In order to efficiently serve our customer base, preference will be given to bilingual English & Spanish speaking candidates.
Responsibilities:
FleetPulse Sales and Marketing:
- Partner with Sales in the acquisition of new customers through the facilitation of product demonstrations for prospective customers.
- Participate in and facilitate the handoff from sales to Customer Success for won new business.
- Support sales and marketing efforts by representing the FleetPulse solution at industry events, both virtual and in-person.
Customer Onboarding and Adoption:
- Engage with new FleetPulse customers to onboard them to the FleetPulse platform.
- Quickly establish credibility and relationship as trusted partner by demonstrating a deep understanding of the customer’s business and challenges.
- Act as project manager for customer and FleetPulse teams for complex onboardings.
- Adjust and tune the solution based on customer learnings and requirements.
Adoption and Retention:
- Maintain regular cadence of engagement to support long-term adoption of the FleetPulse solution.
- Act as primary point of contact for the customer and actively drive the resolution of all critical issues.
- Proactively deliver insights to the customer and actively monitor performance to address challenges before they become customer issues.
- Represent voice of the customer and work as a key part of the 360-feedback loop with sales, marketing, product, and other FleetPulse teams.
Renew and Expand:
- Partner with Sales and Account Management to prepare for and successfully renew customers.
- Partner with Sales and Account Management to expand the installation base and/or scope of paid services.
Value Added Partnerships:
- Collaborate with other departments, including Marketing, Sales, Product Engineering, and IT, to create programs that quantify and increase the value FleetPulse solutions provide.
- Partner with Marketing and Sales to recruit and develop customer case studies (i.e., success stories) and testimonials to FleetPulse’s value to the customer.
- Continuously monitor customer satisfaction, retention, and renewals to develop programs to mitigate risks and concerns.
Qualifications:
- Preferred bilingual English & Spanish speaking
- Bachelor’s degree in business, communications, management, marketing, or other related fields of study.
- 4+ years of customer success experience in a SaaS or B2B software organization in a customer-facing role and/or at leading consulting organization.
- Experience both working with a CRM solution for delivering customer support and success programs; Salesforce preferred.
- Strong analytical and problem-solving skills.
- Excellent communications skills, including written and verbal, and the ability to communicate with an executive audience.
Job Type: Full-time
Benefits:
- 401(k)
- 401(k) matching
- Dental insurance
- Health insurance
- Paid time off
- Relocation assistance
- Vision insurance
Compensation package:
Schedule:
- Day shift
- Monday to Friday
Experience:
- consulting: 1 year (Preferred)
Language:
- English and Spanish (Preferred)
Ability to Commute:
- Chicago, IL 60601 (Required)
Ability to Relocate:
- Chicago, IL 60601: Relocate before starting work (Required)
Work Location: In person