Manager, Customer Success

Job Description

Job Description

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 ttechnology that improves the quality of mobility in communities around the world.

As a Manger of Customer Success, you will be a key leader in the Customer Success Management department. In this role, you will lead the strategy and execution of our customer success teams, ensuring that customers are receiving maximum value from Clever Devices products.

You and your team will serve as the voice of the customer to our internal teams, drive adoption of the Clever Devices products, manage service delivery and projects effectively to demonstrate value to the customer.

You will work cross-functionally with other groups, including Account Management, System Engineering, Product Management, and Support, to address customer issues, relay customer needs, and increase customer retention.

You will drive success for your team of CSMs through coaching and strategic planning. You will own the service agreement renewal process through your leadership and expand Clever Devices' relationship with current customers

Depth of Knowledge Required

Providing customers with an amazing level of support is your highest priority and you’ve shown that through your experience and feedback from customers.

An expert in customer interactions at various levels and handling complex, and sometimes stressful situations from the customer.

Able to dissect and separate emotions from facts but has the empathy to relate to customers in need. Public Transit and / or complex systems integration experience preferred.

This position is responsible for building and managing a team that will drive the success of all managed and support services for assigned accounts and maintains high customer satisfaction across all services.

Authority and Decision-Making Capabilities

The Manager of Customer Success has the authority to align the service delivery team, prioritize workload, delegate work, and obtain stakeholder agreement to ensure the needs of assigned accounts are met and total customer satisfaction is achieved.

Reported customer issues will be resolved within Clever Devices' established policies and procedures guidelines.

Leadership & Supervisory Role

The role entails overseeing a group of Customer Success Managers. It involves guiding their daily workload, prioritizing tasks, and refining the team's processes and workflows to ensure their success.

Internal & External Relationship Responsibilities

The Manager of Customer Success regularly influences internal and external stakeholders to achieve beneficial outcomes. The Director of Customer Success is the primary point of contact for assigned accounts.

This position will recommend account-related issues to internal and external stakeholders and ensure the resolution of problems in conjunction with designated 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 procedure.

To ensure customer satisfaction and loyalty, it's important to effectively manage and utilize relationships with both internal and external stakeholders.

Utilizes a network of relationships to collect and disseminate information, build support, and secure buy-in to achieve desired objectives

Key Responsibilities

• Monitor expenses and resource allocation.
• 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 survey, scorecards, etc.
• Ensure all stakeholders are aware of requirements of 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, 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.
• Provide financial reporting to the account level.
• Delivering customer communications and incident reports
• Identifying, tracking, reporting and processing Change requests related to service.
• Uses knowledge of general financial and accounting principles to understand and communicate how decisions affect 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.
• Manage a team of Customer Success Managers including, but not limited to;
• Time / Attendance Management
• Performance review
• Career growth and training
• Other duties as assigned

Skills & Additional Qualifications :

• 100% Customer focused mentality
• Bachelor’s Degree in a Business Discipline
• Previous Customer Success experience
• The candidate must have the ability to travel as required in support of regular site visits to customer location(s)
• Domestic travel requiring multi-night stays within and at times outside the local work area
• Ability to effectively present information and respond to questions from groups of managers, clients, and employees.
• IT and / or Transit (Intelligent Transit System preferred) experience
• Understanding of Microsoft and Sequel servers
• Understanding of communications flow between disparate systems
• Strong leadership and managerial skills
• Proficient in Microsoft Suite (Outlook, Excel, Word, PowerPoint)
• High level of initiative and autonomy
• Excellent written / verbal communication skills to effectively communicate at all levels with clients and Clever Devices
• May require occasional lifting (up to 25 lbs)
• Requires extensive sitting, standing and walking.
• Limited weekend and / or night work may be required
• Valid U.S. driver’s license is a requirement and must have a positive driver’s abstract.
• Must be willing to complete background checks and drug tests as required by current or future contracts

Clever Devices is an Affirmative Action / Equal Opportunity Employer

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.