Client Success Manager

Transloc Inc. Durham , NC 27701

Posted 2 weeks ago

Who we are:

Now part of Ford Smart Mobility, a Division of Ford Motor Company TransLoc, Ride Systems and DoubleMap have combined our award-winning solutions to create the most powerful platform of intelligent transportation software solutions in the world.

Providing trusted operational expertise since 2004, we offer integrated mobility solutions to 1,200+ customers in all 50 United States and across the globe.


Client Success Manager will partner with key stakeholders such as sales, support, marketing and solutions engineers. The Client Success Manager will define and execute effective customer adoption strategies that support their customer's specific use cases. The aim of the Client Success Manager is to enable the customer using our products and services to achieve their business and operational outcomes and they will be measured on customer success results.

CSM will play a key role in identifying risks, opportunities and how to maximize value realization. The positions activities may lead recognizing additional revenue potential, including upsell and cross-sell of related products and services. The Client Success Manager will support the customer renewal process.

This person will...

  • Deliver product utilization presentations either remotely or onsite to align TransLoc customer usage outcomes with their goals, objectives and priorities
  • Demonstrate fundamental understanding of TransLocs products and services plus articulate benefits of our solutions to enable customer success
  • Work closely with Sales teams to help with Upsell/Cross-sell opportunities in existing customers
  • Understand customer pain points and either resolve or escalate to the appropriate stakeholders
  • Provide ongoing, proactive leadership and support to the assigned customer base to generate high levels of customer satisfaction and success.
  • Develop a trusted advisor relationship with customer key stakeholders such that TransLoc is closely aligned with the customers business objectives.
  • Drive deep integration of TransLocs solutions into our customers operations to create and increase stickiness plus drive value realization.
  • Identify and assess renewal risks within the customer base, and build get-well plans.
  • Deliver best practices to customers to help deliver maximum value of our products with both current and an eye on future state.
  • Partner with the relevant stakeholders as the voice of the customer.
  • Participate in the sales cycle as needed to gather requirements, formulate delivery approach, to help develop post-sale engagement plans
  • Create customer adoption benchmarks and forecasts based on defined business use cases. Support and/or lead projects are required.
  • All other duties as required or assigned.

Requirements

  • A strong customer service orientation and the ability to form long-term customer relationships
  • Experience with SaaS based company is preferred
  • BS or BA degree required
  • 3+ years in Customer Success, Professional Services, Account Management, Customer Relationship environment

Benefits

We offer comprehensive Medical, Dental and Vision benefits effective day one of employment. We also offer generous retirement contribution matching as well as other great perks including unlimited time off and discounts on Ford vehicle purchases for employees and family members.

TransLoc and its sister companies, DoubleMap and Ride Systems, are equal opportunity employers. We are committed to EEO for all employees and to providing our people with a harassment and discrimination free environment. All decisions at TransLoc and its sister companies, DoubleMap and Ride Systems, are based on business need, individual qualifications, and job requirements without regard to race, color, religion or belief, national, social or ethnic origin, sex (including pregnancy), age, physical, mental or sensory disability, HIV Status, sexual orientation, gender identity and/or expression, marital, civil union or domestic partnership status, past or present military service, family medical history or genetic information, family or parental status, or any other status protected by the laws or regulations in the locations where we operate. We will not tolerate discrimination or harassment based on any of these characteristics.

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Client Success Manager

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