Customer Success Manager

As THE leader in transit technology, Clever Devices' vision is to make meaningful contributions to worldwide mobility. Our goal is to be the leading provider of exciting technology that improves the quality of mobility in communities around the world.

We are continuing to grow and are looking for a Customer Success Manager.

The following information aims to provide potential candidates with a better understanding of the requirements for this role.

The Customer Success Manager will apply knowledge, experience, interpersonal skills, and administrative techniques to ensure successful delivery of all managed and support services to Clever Devices customers.

Their actions ensure customer satisfaction, fulfillment, and retention. They advocate on behalf of the customer internally, communicating information and providing operational recommendations to strategic plans / projects.

They will work with the operations team to forecast vehicle & solution deployment, develop preventive maintenance plans, prepare, and complete action plans;

implement changes, customer-service standards; assist to resolve problems; identify service trends and determine system / process improvements.

They are also expected to own the communication and management of any service issue or escalation internally and externally.

This position will be responsible for Clever Devices’ most demanding clients.

Organizational Relationship :

This position reports directly to the Manager Clever Customer Success. The Manager Clever Customer Success will provide direction and support to the Customer Success Manager regarding day-to-day work and workload, organizational development and improvement, career development, and client escalations.

Depth of Knowledge Required :

High level of Customer Success / Service knowledge with the customer-facing skills to go along with it. Additionally, a good understanding of analytics, reporting, service improvement, and general business acumen is required.

Public Transit experience preferred. This position is responsible for the success of all managed and support services for assigned accounts, as well as ensuring and maintaining a high customer satisfaction across all services at all times.

Authority and Decision-Making Capabilities :

The Customer Success Manager has the authority and decision-making ability to align the service delivery team, prioritize workload, delegate work, and obtain agreement from stakeholders to meet the needs of assigned accounts and achieve total customer satisfaction.

Resolution of issues will be made within the Clever Devices guidelines of established policies and procedures.

Leadership & Supervisory Role :

While this position will not directly manage any resources, they will provide leadership to all areas of the business that affect the customer and their satisfaction.

Internal & External Relationship Responsibilities :

The Clever Customer Success Manager regularly influences internal and external stakeholders in achieving beneficial outcomes.

The Clever Customer Success Manager is the primary point of contact for assigned accounts. This position will make recommendations to internal and external stakeholders about account-related issues and ensure resolution of problems in conjunction with assigned team members.

This position requires proactive planning, clear communication, expert execution, and teamwork to coordinate resources within Clever Devices to support assigned accounts.

This position must regularly communicate answers to complex questions and respond to detailed inquiries regarding client issues or concerns.

This position determines Customer Success requirements by maintaining regular contact with customers; visiting operational environments;

conducting surveys; benchmarking best practices.

This position handles and is expected to protect all internal confidential information and must utilize discretion and judgment based on company policies and procedures.

• Manage and leverage relationships with internal and external stakeholders in order to achieve high customer satisfaction and retention.
• Utilize a network of relationships to collect and disseminate information, build support, and secure buy-in to achieve desired objectives.

Key Responsibilities :

• Coordinate and contribute on weekly / monthly / quarterly / annual meetings with customers to present call and incident data, activity, utilization, trends, analysis, health, status, risks, and recommendations.
• Detailed understanding, reporting on, and delivery to SLA’s and SLO’s.
• Solicit feedback on customer satisfaction using surveys, scorecards, etc.
• Ensure all stakeholders are aware of requirements for maintaining high customer satisfaction.
• Proactive management of operational runbook for assigned accounts.
• Auditing the performance of the Clever Devices TAC and Field Service for assigned accounts.
• Review and comment on SOW development for new opportunities.
• Onboarding of customers to support phase.
• Ensure customer information accuracy across all platforms and databases.
• Responsible for conveying customer requirements during creation of new policies and procedures.
• Tracking, reporting, and resolving escalations.
• Building relationships internally and externally.
• Organize and manage upgrades and other small, non-deployment customer projects.
• Planning, drafting, implementing, and communicating Continuous Service Improvement plans.
• Identify and assist in additional end-user training and adoption opportunities.
• Identify new revenue opportunities.
• Track and manage service renewals.
• Delivering customer communications and incident reports.
• Identifying, tracking, reporting, and processing Change requests related to service.
• Use knowledge of general financial and accounting principles to understand and communicate how decisions affect the bottom line for assigned accounts.
• Work collaboratively across all organizational levels including executives, managers, front line, technical subject matter experts, and IT, etc.
• Continuously improve Customer Success Management process and methodologies.
• In-depth understanding of operational service delivery key performance indicators.
• Strong customer orientation and ability to interface with VP level management in customer environments.
• Create SOPs for their position.
• Other duties as assigned.

The anticipated base salary range for this position is $90,000 to $130,000.

The compensation range posted for this position represents the anticipated minimum and maximum compensation for this position based upon a good faith and reasonable estimate.

The exact compensation offered will depend on several factors such as the candidate’s experience, skills, training, education and / or physical location;

internal equity; and budget.

In addition, Clever Devices Ltd. offers a variety of benefits to eligible employees, including health insurance coverage, wellness and family support programs, life and disability insurance, retirement savings plans, paid leave programs, education-related programs, paid holidays and time off, and many others, depending on the level and position offered.

Many of these benefits are subsidized or fully paid for by the company.

This job description is not designed to cover or contain a comprehensive listing of activities, duties, or responsibilities that are required of the employee.

Duties, responsibilities, and activities may change, or new ones may be assigned at any time with or without notice based on business need.

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