Remote Customer Success Manager

One Contact
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Roles & Responsibilities

  • Serve a portfolio of identified customers as a dedicated representative for their services
  • Demonstrate understanding of client’s short-, medium-, and long-term mobility priorities through ongoing touch points
  • Add value to the customer lifecycle by achieving agreed to, measurable success outcomes; identify risks, opportunities, and how to maximize value realization
  • Proactively engage with customers to identify ongoing product and system needs, including conducting Quarterly Business Reviews both onsite and virtually
  • Serve as a customer advocate internally and support assigned customer base to generate high levels of customer satisfaction and success; foster trusted advisor relationships with key customer stakeholders
  • Demonstrate knowledge of company’s products and services and articulate benefits of our solutions to enable customer success
  • Identify strategic value-added expansion opportunities based on the client’s industry and operational needs
  • Capture and document customer data and health status to support effective decision making
  • Responsible for owning the customer renewal process; identify and assess renewal risks within the customer base and build and execute on get-well plans to ensure renewal and prevent service disruptions
  • Identify churn risks within portfolio and mitigate these risks to keep clients happy and growing.
  • Deliver best practices to customers to help deliver maximum value of our products with both current offerings and identifying future needs
  • Participate in the sales cycle and client onboarding to gather requirements, formulate delivery approach, and to help develop post-sale engagement plans
  • Establish, develop, and maintain positive customer relationships through email, chat, phone, video engagement, and in person client visits.
  • Create customer adoption benchmarks and forecasts based on defined business use cases
  • Help our customers understand and communicate the business value of TransLoc in their organizations
  • Develop and deepen the account relationships with key stakeholders
  • Other duties as assigned


Job Requirements

  • BA, BS degree in relevant field or equivalent work experience required
  • 3+ years’ experience in Client Success, Professional Services, or other customer relationship management with increasing responsibility
  • 2+ years’ experience in the software industry, ideally in a SaaS based businessDemonstrated knowledge of the customer journey and sales lifecycle
  • Excellent written and verbal communication skills

You Bring these Customer Experience/Skills to the position

  • Thrive on being the voice of the customer and navigating internal processes to provide a great customer experience
  • Have an innate curiosity to learn and apply technology to solve real world business problems for our customers
  • Are pretty tech savvy and adopt to new technologies quickly
  • A strong customer service orientation and the ability to form long-term customer relationships
  • Experience with account management building and demonstrating business value
  • Experience with Salesforce Service Cloud or applicable CRM experience
  • Ability to decipher and summarize relevant details for internal documentation
  • Proactive problem solving and risk identification, including the ability to work autonomously on your book of customers when needed.
  • Experience building strategic plans for customer product adoption
  • Strong conceptual aptitude and ability to learn quickly
  • Self-starter with excellent organizational skills and motivated to achieve results
  • Good analytical and problem-solving skills
  • Passion or interest in public transit and transit equity is a bonus
  • Ability to work independently and manage multiple priorities in a fast-paced environment


Working Hours

Standard 8 hour shift falls between 5AM - 5 PM EST (US/Canada)

What We Can Offer

  • An Attractive Salary Package + Benefits
  • 100% Remote Work - Work From Anywhere
  • Working with an International Team
  • Paid Education & Training
  • Opportunity To Learn & Develop New Skills


Apply Today & Join Our International Team Of IT Professionals! 

Shpallja ka skaduar