Customer Success Manager- Innovate

Asplundh Tree Experts - Willow Grove, PA

Full-time - Mid Level

Willow Grove, PA

10,001+ employees

Administrative and Support Services

About the position

Asplundh Tree Experts is seeking a Customer Success Manager to join the Digital Innovation Team, reporting directly to the Director of Digital & Geospatial. This position is exempt and offers a competitive salary along with a variety of benefits that may vary based on position and location. Asplundh has been a leader in providing safe, efficient, and innovative line clearance services for the utility industry since 1928. The company has expanded its services over the years to include vegetation management for municipalities, railroads, pipelines, and more, employing over 36,000 professionals across the United States, Canada, Australia, and New Zealand. In this role, the Customer Success Manager will be a key member of the Digital Innovation Team, responsible for developing and supporting critical business solutions and projects, including the Vegetation & Asset Management Solution. The manager will collaborate with development teams and business intelligence platforms to provide both onsite and virtual support and training to Asplundh and client field crews across the U.S. The position requires overseeing the ServiceNow Support Framework and blending marketing, project management, and client success principles to drive value for clients. The Customer Success Manager will also be tasked with creating engaging client interactions through technology platforms to ensure maximum adoption and utilization of products. This includes developing compelling content to drive product usage, advocating for digital transformation initiatives, and identifying opportunities for process improvement to optimize user engagement and success. The role also involves representing the Asplundh brand at relevant client engagements to promote digital innovation.

Responsibilities

• Develop and support critical business solutions and projects, including the Vegetation & Asset Management Solution.
• Collaborate with development, reporting, and business intelligence platforms.
• Provide onsite and virtual support and training to Asplundh and Client Field Crews and Site Offices across the US.
• Oversee ServiceNow Support Framework.
• Blend marketing, project management, and client success principles to drive value for clients.
• Develop and execute engaging client interactions through technology platforms, ensuring maximum adoption and utilization of products.
• Create compelling content to drive client product usage and adoption.
• Drive digital transformation initiatives aimed at enhancing user experiences and operational efficiency.
• Identify opportunities for process improvement and implement changes to optimize user engagement and success.
• Advocate and represent the Asplundh brand at relevant client engagements to promote digital innovation.

Requirements

• Strong communication skills and proficiency in performance management.
• At least 3 years of experience in a customer-facing, B2B role.
• 4 Year Degree or equivalent experience.
• Experience in Change Management, Software Training and Deployment, Customer Success, or a client-facing role.
• Experience in spatial-based products or work management software is preferred.
• Experience working with utility and/or government clients is desirable.
• Ability to assess situations, seek multiple perspectives, and identify key issues that need to be addressed.
• Exceptional listening and communication skills, both verbal and written.
• Innovative problem-solver who can generate workable solutions and resolve complaints.
• Ability to quickly establish and maintain cooperative and productive working relationships with team members and customers.
• Resourceful team player who excels at building trusting relationships with customers and colleagues.

Nice-to-haves

• Experience in utility industry or government client interactions.
• Familiarity with digital transformation initiatives.

Benefits

• Competitive wages
• Incredible benefits that vary per position and location