Customer Success Manager

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:

• Bonus opportunities

Schedule:

• Day shift
• Monday to Friday

Experience:

• consulting: 1 year (Preferred)

Language:

• English and Spanish (Preferred)

Ability to Relocate:

• Chicago, IL 60601: Relocate before starting work (Required)

Work Location: In person