Roambee Corporation - Santa Clara, CA
posted 4 months ago
As a Customer Experience Manager (Enterprise Accounts) at Roambee, you will play a pivotal role in managing the post-sales relationship with our top accounts and strategic logos. This position is designed for individuals who are eager to leverage their technical and business acumen in a fast-paced, innovative environment. Roambee Corporation, based in Santa Clara, is an IoT tech start-up that is transforming the way shipments and assets are monitored globally in real-time. Our mission is to provide an easy, trusted, on-demand service that unlocks efficiencies, enhances security, and fosters collaboration while delivering actionable insights to our customers. In this role, you will be responsible for driving account retention, reducing churn, and improving customer satisfaction by acting as a knowledgeable advisor to our customers. You will continually assess and evolve the accounts to ensure that customers understand and utilize our solutions effectively to derive maximum value. Collaboration with the sales team on upselling, cross-selling, and renewals will be a key aspect of your responsibilities. You will also work closely with internal stakeholders, including product, operations, quality, analytics, and finance, to ensure successful account management. Your responsibilities will include independently managing the technical and operational implementation of Roambee's solutions for new accounts, conducting demos, onboarding, training, and regular check-ins throughout the customer journey. You will be expected to contribute proactively to the customer experience team by bringing innovative ideas to Roambee's customer-centric strategy and evaluating their effectiveness. Additionally, you will drive recurring top account meetings and reviews, respond to customer queries promptly, document processes, and log technical issues, as well as customer feedback. Establishing and reporting on KPIs and performance metrics will be essential to your role, as will developing strong relationships with business executives and the engineering team to foster successful engagements that drive revenue growth for Roambee. You will also collaborate with our partners on sales and business development initiatives, ensuring that our customers receive the highest level of service and support throughout their journey with us.