Manager, Client Success

FULL TIME | PEACHTREE CITY, GA or LOUISVILLE, KY | FULLY REMOTE OR HYBRID

Position Summary

      THIS POSITION CAN BE ONSITE, REMOTE, OR HYBRID
      The Manager, Client Success role leads our Client Success team. The team performs pre-sales activities, such as product demonstrations, and post-sales training and follow up ensuring current and new SMC3 customers are deriving maximum value from SMC3 products. The key objectives of the role include achieving 100% customer satisfaction, maximum contract renewal rate, and customer expansion into more SMC3 product offerings. The client success team supports the commercial process from beginning to end.

Essential Functions

    • Manages the daily activities and tasks of the Client Success team
    • Host meetings with customers to perform product demonstrations and training
    • Provides training and coaching to the Client Success team members increasing their knowledge and developing new skills to advance in their career
    • Responsible for managing the performance of each team member helping them reach their full potential
    • Works with the Senior Director to establish team goals and metrics, then develops plans to meet those objectives
    • Owns new customer integrations (through an Alliance Product), including outreach, tracking, and proactive identification and resolution of gaps that enhances customer experience and minimizes time-to-production
    • Maintains integration-specific, customer data in CRM and records customer contact and completion of action items
    • Champions customer requests and acts as liaison between customer and internal teams (sales, technical).
    • Works with the other internal teams, including Product Integrations, Technical Support, and Product Development teams, to support new customer integrations and support procedures
    • Works with internal teams (Sales, Stakeholders, Product teams) to assist with development and refinement of CRM, reporting, and support-related tools

Qualifications

    • Bachelor’s Degree from a 4-year college or university
    • Minimum 5 years of experience in a transportation and/or technology related company
    • Minimum 3 years of managerial experience
    • Highly motivated individual with strong interpersonal skills and ability to represent the organization in a professional manner
    • Strong communication and collaboration skills required
    • Experience performing supply chain analytics a plus
    • Knowledge of SOAP/RESTful web service messaging a plus
    • Ability to read/understand XML/JSON messages a plus

Skills

    • Problem Solving
    • Interpersonal Skills
    • Oral Communications
    • Written Communications
    • Planning/Organization
    • Analytical and technical proficiency
    • Adaptability
    • Dependability
    • Click here to submit resume
      We are committed to equal employment opportunity regardless of race, color, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability, gender identity or veteran status.

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