Customer Success Manager

Solera is a global provider of data and software services for the vehicle lifecycle and other important assets. The Customer Success Manager supports driver safety data and software solutions for commercial fleets by implementing customers, resolving queries, training users, recommending solutions, and maintaining strong customer relationships and satisfaction.

Responsibilities:

• Manage customer accounts – maintain and retain customers through proactive service
• Resolve product and customer service problems determining the cause of the problem and offering the best solution to solve the problem
• Lead role in customer implementations of any of the tools in our product suite
• Identify customer needs and help customers use specific features and reports
• Inform customer of new product features and functionalities
• Provide training sessions for new users; whenever adding new products, ensure the customer understands how to use the tools to get their value of return
• Assist with state compliance audits of customers as required
• Follow communication procedures, guidelines, and policies with the customer regarding MVR documents and individual state requirements
• Update our internal CRM database with information about technical issues and discussions with customers
• Gather customer feedback and share with the Product, Sales, and Marketing teams
• Analyse and report product malfunctions to our help desk
• Build sustainable relationships of trust through open and honest communication and going the extra mile to engage the customer

Requirements:

• 3-5 years experience supporting software and data solutions
• Proven customer account management and support experience and success
• Experience managing customer account retention
• A track record of delivering high quality customer service and support in a customer-focused environment
• Strong phone contact handling skills and active listening
• Excellent communication, presentation, conflict resolution and problem-solving skills
• Strong attention to detail
• Ability to manage a large number of customers and address the specific needs of each
• Experience in the commercial fleet market and/or SaaS-based environment
• Experience with CDL fleets and related tools and reports