Customer Success Manager

About the position

A Customer Success Manager (CSM) is the main point of contact for clients using eDriving products, programs and services. CSMs are responsible for building and maintaining strong relationship with clients. A CSM serves as the trusted advisor to our clients, dedicated to helping them achieve their goals and maximize the value of our programs. CSMs meet regularly with our client program leaders to analyze performance, address questions, offer product education, and provide ongoing support that leads to increased customer satisfaction and retention.

Responsibilities

• Perform account management duties for a portfolio of key clients.
• Develop and maintain strong working relationships with key decision makers within a client’s organization.
• Ensure client retention through understanding your clients’ businesses, seeing the bigger picture and helping them connect the dots on and expand their programs as their needs grow and evolve.
• Address client concerns and efficiently respond to incoming inquiries from all channels to include face-to-face, phone, email, video conferencing and online chat.
• Proactively identify client and end user needs and provide reporting, training and support to ensure program proficiency and effectiveness, aiding clients in maximizing the benefits of our products, programs and services.
• Conduct account reviews with clients on a regular basis, reviewing program trends and results and understanding current and future program needs and opportunities.
• Capture client feedback and provide leadership with details on product issues, improvement needs and enhancement ideas and requests.

Requirements

• 2+ years of client account management with proven experience interacting effectively with customers of varying levels of technical aptitude, ideally in a similar role or industry.
• Ability to manage a varied workload with great organizational skills and managing multiple priorities.
• Clear, concise and professional communication skills across all business settings including chat, email, video and over the phone.
• Excellent attention to detail and organization skills.
• Ability to prioritize work and execute with a sense of urgency.
• Innate problem-solving skills.
• Ability to apply critical thinking skills to identify and solve problems.
• Ability to understand data and identify trends, gaps and issues.
• Ability to think outside the box and proactively apply creative solutions to client accounts to achieve retention, cost-savings, and safety goals.
• Ability to work as a member of a team as well as independently.