Customer Experience Manager (Enterprise Accounts) US

Roambee Corporation - Santa Clara, CA

Full-time - Mid Level

Santa Clara, CA

Computer and Electronic Product Manufacturing

About the position

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.

Responsibilities

• Drive top account retention, reduce churn, and improve customer satisfaction by being a knowledgeable advisor to the customer.
• Continually review and evolve the account, ensuring the customer understands and uses the solution to derive value.
• Work alongside sales on upsells, cross-sell, and renewals.
• Collaborate with internal stakeholders, mainly product, operations, quality, analytics, and finance, to manage the account successfully.
• Independently manage the technical and operational implementation of Roambee's solution with new accounts and proofs of value.
• Support with demos, onboardings, trainings, and regular check-ins during the entire customer journey.
• Contribute proactively to the CX team by bringing ideas into Roambee's customer-centric strategy and evaluating their efficiency and success.
• Drive recurring top account meetings and reviews, including QBRs.
• Identify top account needs and take proactive steps to maintain positive experiences.
• Respond to customer queries in a timely and effective manner.
• Document processes and log technical issues, as well as customer compliments and complaints.
• Drive customer engagement initiatives to improve and enhance their perceptions and experience.
• Contribute to the planning process, helping to shape the strategies and tactics within the team.
• Establish and report KPIs and performance metrics for your function.
• Develop strong relationships with business executives and the engineering team to create successful engagements that grow Roambee's revenue.
• Work with our partners on sales and business development initiatives.

Requirements

• 5 to 7 years of experience in Customer Success, Business Consulting, Business Reviews, or other customer-facing roles.
• Experience in pre-sales, conducting solution demos.
• Proficient in writing and implementing Statements of Work (SoWs).
• Project management experience.
• Ability to translate customer requirements to internal engineering and data teams.
• Interest in supply chain management or transportation and logistics industry experience is a big plus.
• Fluent spoken and written English is mandatory; Spanish would be a plus.
• Highly organized, with the ability to prioritize time-sensitive assignments.
• A leader and proactive 'Can Do' person that is persuasive and has a proven track record of driving successful projects.
• Energetic, self-motivated, with a strong propensity to succeed.

Nice-to-haves

• Experience in supply chain management or transportation and logistics industry.

Benefits

• Stock options
• Performance bonus
• Salary negotiable based on experience and skill level.