Senior Customer Success Manager #1126

If you are a hands-on, experienced professional in maintenance and repair service management with a demonstrable ability to facilitate user adoption of web and mobile applications and related processes, Decisiv wants to hear from you.

If you have what it takes to be a Decisiv Customer Success Manager (SRCSM), you will be the driving force behind our customers achieving the benefits they desire from using Decisiv’s products. You will be part of the fastest expansion of users Decisiv has encountered and a critical part of the success of a massive update to our core product and the creation of multiple new applications.

To be a successful Decisiv SRCSM, you should be passionate about these kinds of topics:

• Hands-on experience in the commercial vehicle, heavy equipment, and industrial asset markets and the service and maintenance processes, systems, and business drivers that motivate businesses to implement a Service Relationship Management (SRM) solution.
• Customer Empathy – understanding end users, their day-to-day responsibilities, the challenges they face, and how they perceive and react to the introduction of technology and process change into their work environments.
• Organizational Change Management – Helping customers to change their processes to implement industry-wide best practices.
• Crossing the T’s and dotting the I’s.

Decisiv is a rapidly growing industry leader in Service Relationship Management (SRM) software with clients like Volvo, Mack, Hino, Peterbilt, and Kenworth, plus thousands of commercial asset service companies nationwide and beyond. Our size means you will have major opportunities to contribute to the future of our company while expanding your skill set.

Your career growth is top-of-mind for us. You will learn a lot here, and we want you to share what you know. And while we will expect a lot from you, we also value your life outside of work; recharging is important, and we strive to offer an environment that reflects that.

Responsibilities

• Performing onboarding and driving adoption of Decisiv products for an assigned portfolio of customers.
• Applying business process analysis and organizational change management to lead customers to achieve the business goals and benefits that prompted them to subscribe to our products.

Expected Performance

• Collaborate with Strategic Account Directors to support overall relationships with assigned customers, which include: Increasing adoption, ensuring retention, and improving engagement.
• Establish a trusted/strategic advisory relationship with each assigned client and drive continued value of our products and services.
• Work with customers to establish critical goals & other performance indicators and aid the customer in achieving their goals.
• Serve as the internal voice of the customer and advocate for your client’s needs (services, support).
• Support quarterly business reviews at all levels of the organization. Identify risk, up-sell opportunities, and work with internal and external stakeholders to present solutions.

Required Qualifications

• Ability to work independently in fast-paced environments, with strong problem-solving, planning, time management, and communication skills.
• Strong leadership and consulting skills with demonstrated ability to educate, coach, motivate, and influence others, particularly obstinate end users with little to no exposure to information technology.
• Maintains high ethical standards of conduct; ability to appropriately handle customer-confidential information.
• Excellent interpersonal and communication, and organizational skills. Expert skills in Microsoft Office.
• Ability to work in the United States without company sponsorship and to travel within the United States and abroad without restriction, including holding a current passport or the ability to obtain one promptly.
• A strong, stable broadband internet connection that can handle Voice Over Internet Protocol (VOIP) calls and streaming video.
• A work environment where you can take telephone and video calls and record video and audio without interruption, distraction, or background noise.

Desired Qualifications

• 15+ Experience in transportation, heavy equipment, or power generation industry, especially parts and service management. Preference in working with OEM, Dealer, and Fleet or multiple.
• Experience in customer success, especially with a SAS (Software-as-a-Service) company.
• Spoken and written communication skills in languages other than American English, particularly Spanish, French, Swedish, or Japanese.
• Technology skills (e.g., software development, business intelligence.)
• Certification in training or learning.
• 15+ years of experience in transportation, heavy equipment, or power generation industry, especially parts and service management.
• Preference in working with OEM, Dealer, and Fleet or multiple.
• Certified VMRS Specialist certificate.

We are interested in every qualified candidate who is eligible to work in the United States. However, we are not able to sponsor work visas.