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
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.
