Position Summary
As an Associate Client Success Manager, you will help new and existing customers get the most out of Karmak software, including our flagship product, Fusion. You'll guide them through onboarding, help them use the system effectively, and make sure they feel supported every step of the way. You'll act as a strategic partner, helping align our solutions with their business goals.
You will be a key partner for customers- answering questions, sharing resources, and collaborating with other Karmak teams to ensure customers succeed and see measurable value from their investment.
Essential Job Functions
Onboarding & Module Enablement
- Create a positive start to their Karmak experience by working closely with Project Management (PMO) to ensure a smooth transition from implementation to onboarding success.
- Guide new customers through onboarding and track module champions.
Client Success Workflows
Monitor customer usage, health signals from Fusion products, features, and 3rd party engagements.Hold 40-45 customer Account Reviews each quarter, mostly virtual, with some in-person visits for core accounts.Prepare account review materials, share insights with customers, and log findings in the system for internal visibility.
Track follow-up actions from account reviews and ensure progress is monitored in future check-ins.Record meeting notes and updates in the system so the team stays informed.Keep customer information current, including contact details and system preferences.Watch for signs that customers might be struggling or missing out on key features, and help them address these issues quickly.Provide release alignment and pilot program requirements / guidelinesIntroduce customers to additional Fusion features and third-party integrations that could bring extra value to their business.Support & Escalation Management
Act as the first point of contact for customer concerns, helping determine the best next steps.Direct requests for extra training or services to the right internal teams.Escalate larger issues only when needed, ensuring customers understand the process and expected timelines.Track customer issues through resolution and communicate updates clearly.Identify opportunities for process improvements to deliver better customer outcomes.Guide customers in using support tools like Customer Community and Help Files effectively.Training & Adoption
Encourage customers to use Karmak aKademy, including self-enrollment options, webinars, and certification programs.Support customers in accessing Professional Services and training resources to increase adoption.Cross‑Functional Coordination
Share customer feedback with Product, Support, and Training teams to improve features, documentation, and learning materials.Work closely with internal teams on new module rollouts, including KMS+ and Parts Scan, to prepare customers for changes.Reporting & Metrics
To measure success and maintain visibility into customer engagement, the Associate Client Success Manager will track and report specific account information on a bi-weekly, monthly and quarterly basis.
Essential Knowledge, Skills, and Abilities
Bachelor's degree in business, communications or marketing or engineering. In lieu of bachelors, associate's degree in similar field, or equivalent work experience.3 years of experience in customer-facing roles such as customer success, account management, onboarding, or support.Familiarity with the trucking or dealership industry is a plusExcellent verbal and written communication skills, with the ability to explain technical concepts in simple terms.Strong time management skills to handle multiple accounts, track action plans, and meet deadlines.Ability to identify customer needs, troubleshoot basic issues, and escalate when necessary.Basic understanding of software systems, dashboards, or CRM tools like Salesforce; willingness to learn Fusion-specific features and analytics.Experience working cross-functionally with project management, support, and product teams.The above statements describe the general nature and level of work being performed in this job. They are not intended to be an exhaustive list of all duties. Additional responsibilities may be assigned by Karmak.
Job Posted by ApplicantPro
