Customer Success Manager, Fleet

Uveye - Salt Lake City, UT

Full-time - Mid Level

Salt Lake City, UT

101-250 employees

About the position

At UVeye, we're on a mission to redefine vehicle safety and reliability on a global scale. Founded in 2016, we have pioneered the world's first fully automated suite of vehicle inspection systems. At the heart of this innovation lies our advanced AI-centric technology, representing the pinnacle of computer vision, machine learning, and generative AI within the automotive sector. With over $200M in funding and strategic partnerships with industry giants such as Amazon, General Motors, Volvo, and CarMax, our technology is utilized in manufacturing plants, dealerships, wholesale auctions, delivery fleets, security checkpoints, and more. Our growing global team of over 200 employees is committed to creating a workplace that celebrates diversity, encourages teamwork, and strives for excellence. We are looking for a Customer Success Manager, Fleet on a mission to establish partnerships with our clients, based on value and ROI. The role of the Customer Success Manager - Fleet, is essential in supervising the implementation, management, and optimization of site onboarding and system monitoring across North America and Europe. This position is critical for maintaining the reliability, performance, and functionality of our sites and systems. A day in the life and how you'll make an impact includes conducting onboarding training sessions for customer personnel, both in person and virtually, ensuring timely and effective response to site issues and tickets, optimizing site performance and uptime through proactive monitoring and management, coordinating with internal teams and external stakeholders to address site-related concerns, and providing regular reports and updates on site status, performance metrics, and SLA compliance. Effectively communicating with the customer to maintain confidence in system performance and account management is also a key aspect of this role.

Responsibilities

• Conduct onboarding training sessions for customer personnel, both in person and virtually.
• Ensure timely and effective response to site issues and tickets.
• Optimize site performance and uptime through proactive monitoring and management.
• Coordinate with internal teams and external stakeholders to address site-related concerns.
• Provide regular reports and updates on site status, performance metrics, and SLA compliance.
• Effectively communicate with the customer to maintain confidence in system performance and account management.
• Lead the onboarding process for new Fleet sites/systems in North America, including setup, configuration, training, and documentation.
• Verify post-onboard accuracy for new sites in North America for 1 week post launch to ensure data accuracy and system integrity.
• Manage user access requests for North American personnel.
• Ensure site cleanliness through regular site checks using User Interface (UI), and communication with customer.
• System Upgrade scheduling, POC details and customer updates during upgrade work.
• Proactive Site monitoring inclusive of Return to Site (RTS), any issues to be communicated via ticketing system, and support communication channels.
• Follow up of all tickets/system issues until resolved, ensuring root cause and resolution is documented.
• Work closely with the support team to address customer issues, escalations, and technical challenges.
• Ensure timely and satisfactory resolution of customer issues, maintaining high levels of customer satisfaction.
• Share customer insights and feedback with relevant teams to drive product enhancements and customer-centric initiatives.
• Serve as the point of contact for customer inquiries, escalations, and feedback.
• Weekly updates to internal stakeholders regarding site status, uptime performance metrics and pertinent updates or issues.
• Weekend - Proactive Site monitoring alongside Tier 1 Technical team during RTS at 6pm (EST), any issues to be followed up/communicated via ticketing system and on-call support engineer.

Requirements

• 3+ years of experience in Customer Success, Account Management, Project Management, or a related customer-facing role.
• Proven track record in managing customer relationships and driving customer satisfaction and retention.
• Strong understanding of customer success metrics and best practices.
• Proficiency with CRM software (e.g., Salesforce).
• Excellent problem-solving skills with the ability to address customer issues promptly and effectively.
• A degree in Business, Marketing, Communications, or a related field, or equivalent practical experience.

Nice-to-haves

• Background in onboarding and training customers on complex products or services.
• Familiarity with data analysis and reporting tools to track and improve customer success metrics.

Benefits

• Competitive Medical, Dental, Vision.
• Company 401k Match.
• 20 PTO days, Company paid holidays.
• Career growth as we scale across the US.