Mid-Market Customer Success Manager

Fleetworthy is a company that offers a complete technology suite for fleet readiness, focusing on safety and compliance solutions. The Mid-Market Customer Success Manager will create high-quality customer experiences, ensuring clients recognize the value of the Fleetworthy program by managing relationships and resolving complex issues.

Responsibilities:

• Develops trusted advisor relationships with key accounts and customer stakeholders
• Resolves, escalates, and manages the resolution of challenging client requests and/or complex account demands
• Assesses customer needs, identifies customer requirements, and develops cohesive plans that improve the customer’s adoption of the Fleetworthy program to the mutual benefit of the customer and Fleetworthy
• Evaluates client data such as revenue, violation, bypass and toll usage, to prepare relevant and accurate reports and implement action plans as needed
• Schedules and prepares regularly occurring customer business reviews to set objectives, provide recommendations for program optimization and identify shortfalls in customer engagement
• Continually seeks and communicates improvements to enhance customer satisfaction
• Collaborates with the marketing and sales departments to brainstorm new campaigns and obtain Customer Reviews
• Solicits customer feedback to inform new concepts for products/services; collaborate with the sales team to find new opportunities for account growth
• Ensures attainment of both performance and activity-based goals on a quarterly basis and proactively engages resources available to achieve them

Requirements:

• Bachelor's degree in Business, Communications or a related field
• 2+ years in Customer Success, Account Management or in a similar client-facing role
• Strong written and verbal communication and presentation skills
• Proficient in Microsoft Excel, PowerPoint and Word
• Excellent problem solving and relationship building skills
• Comfortable working both autonomously and cross-functionally (product, sales, support, marketing) to solve client issues
• Familiarity with CRM systems like Salesforce, Planhat or Gainsight preferred
• Previous experience in the transportation industry is a plus, but not required