Create and execute project plans/Action Logs for each customer to get value from our system, including the development of weekly status reports and the facilitation of task/action lists to hold all parties accountable.
Conduct regular conference calls to set expectations and ensure all departments including Integration, Technical Support, Technical Trainers, and internal Management complete tasks as described in the project plan.
Act as a subject matter expert on all tools and applications, effectively assist customers on web-based interfaces and value-added services
Manage the customer relationship from onboarding through long-term retention, ensuring customers are satisfied enough to provide testimonials and serve as brand advocates.
Proactively communicate and resolve integration issues and technical roadblocks by working directly with customer resources and internal tech teams.
Facilitate Business Reviews (BR’s) with your customers, drive customer adoption of Platform Science solutions while ensuring long-term retention, Work with internal teams sharing customer experiences to help drive product roadmaps
Strong verbal and written communication skills: including strong technical skills with experience documenting requirements, issues and outcomes
Proactively monitor and identify customer health and utilization trends, provide recommendations based on risk and customers’ business needs

Bachelor’s degree, preferably in a technical discipline
3+ years of customer relationship management experience at a technology company providing solutions/services to the Transportation industry
Ability to learn and stay current on the Platform Science product suite and transportation industry direction
Strong knowledge of DOT/FMCSA Regulations
Familiar with Transportation Management System (TMS) products (i.e. TMW, McLeod, ICC, etc.) and route management or distribution software
Demonstrated experience guiding customers with confidence and integrity
Excellent planning, organization, and implementation skills
Ability to communicate complex ideas effectively to senior leadership, both verbally and in writing
Proven experience of understanding, organizing and facilitating through customer requests and concerns
Proficiency with Salesforce is a plus
Proficiency with Totango is a plus

Senior Customer Success Manager

Key skills