Customer Success Manager

Who We Are

Since 2007, Geoforce has been an industry leader in GPS tracking, providing reliable solutions for over 250,000 assets across 90+ countries. Our comprehensive platform combines rugged GPS devices with advanced software, supported by global satellite and cellular networks. From vehicles to heavy equipment, we deliver the visibility and control businesses need to optimize operations. Trusted by industry leaders like Southwest Airlines, DHL, and SLB (Schlumberger), Geoforce is the go-to partner for smarter asset management. Learn more at www.geoforce.com.

What We Need

Customer Success Managers serve as the central piece in our customer relationships at Geoforce. They are passionate about the customer experience and care deeply about their success, satisfaction and ensures that they are receiving value from our solutions.

You are someone who takes a proactive approach to help both the customer and Geoforce win. You look at the big picture and go above and beyond to help manage critical commercial interactions and keep a customer long term. You listen to customer needs and issues and translate those into business objectives and strategies for success. You deliver value across the customer lifecycle and actively seek information about our customers and the markets they serve. You use metrics and create critical relationships.

The CSM seeks and identifies opportunities for engagement and works closely with the account owner when needed. Occasional travel to have face-time with customers will be required. Developing working relationships with key contacts is a must, as you will represent the voice of the customer. You will work together with all departments to ensure the customer is getting the most value out of the products and services Geoforce provides.

You are always listening for a sales opportunity and you understand how to route them within the organization. You’re not intimidated by new technology, and often find yourself as the internal and external advocate for new processes, systems, and technologies. You have a thirst for knowledge and take initiative to grow your industry expertise without any direction. You do all of this while being positive, energetic, and enthusiastic.

Job Duties

• Serve as the voice of the customer for the organization.

• Be the central point of communication and escalation for customers.

• Manage & analyze metrics regarding utilization, retention and satisfaction in order to improve our processes and solutions.

• Effectively lead collaboration with Sales, Product Management, Support, and Software Development.

• Serve as a product expert internally and externally.

• Methodical record keeping in our CRM (Salesforce)

• Establish lasting relationships with key stakeholders within our customer base.

• Knowledge of project management philosophies and strategies.

• Travel as needed (estimated 15-25 days per year).

• MS Excel proficiency preferred

Knowledge and Skills

• Strong understanding of business process across industries

• Familiar with both small business and enterprise customer needs.

• Ability to provide direction to cross functional groups

• Someone with grit who can take the lead with tough challenges and demonstrate skills in problem solving.

• Strong communication skills, written and verbal, professionalism, and ability to work with all levels of the organization.

• Positive attitude and demonstration of flexibility in project management approach to meet client needs.

• Attention to detail and the ability to analyze and problem solve.

• Ability to manage multiple tasks and responsibilities, and successfully work under time constraints.

• Excellent organizational skills and a demonstrated ability to effectively coordinate, plan, monitor and manage projects as described.

Education and Work Experience

• 3+ Years of experience in Customer Success, Account Management, Client Services, or Product Management.

• Bachelor’s degree or equivalent work experience.

• Software industry experience required.

• Current or prior experience within any of the following industries strongly preferred:

• Oil & Gas, Construction, Transportation & Trucking or Equipment Rental, Internet-of-Things, Business Intelligence tools, Fleet management, Telematics experience, Software-as-a-service, Salesforce.