Job Description
Customer Experience Manager (Enterprise Accounts, Pharma) – US (any location)
Are you looking to put your technical and business acumen to work at a fast-growing Silicon Valley start-up? Willing to roll up your sleeves, jump in and create results working alongside a seasoned, dedicated group of entrepreneurs?
Roambee Corporation (www.roambee.com) is a Santa Clara based IoT tech start-up revolutionizing the way shipments and assets get monitored around the world in real time. By providing an easy, trusted, on-demand service, we create new opportunities for people to unlock efficiencies, gain more security, achieve improved levels of collaboration and receive actionable information.
With a strategic partnership with Deutsche Telekom and 200+ customers in over 15 countries and offices in Silicon Valley, India, Germany, Mexico, Brazil and UK we work with our customers to ensure they have a new degree of control of their shipments than ever thought possible.
Roambee has the heart, soul and work-ethic of a start-up, along with significant business momentum and measurable success. You will get the opportunity to work side-by-side as well as virtually, with talented, smart people who have already cut their chops at the big companies and other successful start-ups. Now, we've chosen to take the professional risks – and earn the rewards – that comes with building a global business from the ground up. If this excites you too, then consider joining us.
The Customer Experience Manager (Enterprise Accounts) – US will be responsible for the post sales relationship of Roambee’s top Accounts and strategic logos. Your goal will be to maintain and grow those accounts through Roambee’s customer-centric vision, meeting business goals throughout their journey, delivering exceptional customer service, identifying their solution requirements, and aligning resources to execute them.
You can be based in any city of the US, and you will report to our Director of Customer Experience.
Your area of responsibilities would be:
- Drive Top Account retention, reduce churn and improve customer satisfaction by being a knowledgeable advisor to the customer
- Continually review and evolve the account, making sure the customer understands and uses the solution to derive value
- Work alongside sales on upsells, cross sell and renewals
- Work alongside internal stakeholders mainly product, operations, quality, analytics and finance to manage the account in a successful way
- Work independently on the technical and operational implementation of Roambee’s solution with new accounts and proofs of value. Support with demos, onboardings, trainings and regular check-ins during the entire customer journey
- Be a pro-active member of the CX team. Bring your own ideas into Roambee’s customer-centric strategy and evaluate their efficiency and success
- Drive recurring top account meetings and reviews, including QBR’s
- Identify top account needs and take proactive steps to maintain positive experiences
- Respond to customer queries in a timely and effective manner
- Document processes and log technical issues, as well as customer compliments and complaints
- Drive customer engagement initiatives to improve and enhance their perceptions and experience
- Contribute to the planning process, helping to shape the strategies and tactics within the team
- Establish and report KPI’s and performance metrics for your function
- Develop strong relationships with business executives and engineering team to create successful engagements which grow Roambee’s revenue
- Work with our partners on sales and business development initiatives
What we’re looking for:
- 7+ years of experience in:
- Pharmaceutical and Life Sciences (must have)
- Customer Success
- Business Consultant, Business Reviews or other customer facing work
- Pre-sales, conducting solution demos
- Writing and implementing SoWs (Statements of work)
- Project management
- Translating the customer requirements to the internal engineering and data teams
- Interest in supply chain management or transportation and logistics industry experience is a big plus!
- Fluent spoken and written English is mandatory; Spanish would be a plus
- Highly organized, with an ability to prioritize time-sensitive assignments.
- A leader and proactive ‘Can Do’ person that is persuasive and has a proven track record driving successful projects.
- Energetic, self-motivated, with a strong propensity to succeed.
#LI-REMOTE #REMOTE
Please note:
- The applicant must be authorized to legally work in the country.
- Compensation is negotiable and depends on experience and skill level. Our compensation consists of salary, performance bonus, and stock options.
- Recruitment agencies: We do not accept unsolicited agency resumes. Please do not forward resumes to this email, our company website email, or any other company location. We are not responsible for any fees related to unsolicited resumes.
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