Customer Success Manager

Phillips Connect is a company focused on advancing the transportation industry through innovative telematics solutions. The Customer Success Manager role is pivotal in ensuring client satisfaction and success, requiring proactive engagement with clients and collaboration with internal teams to drive product adoption and support customer needs.

Responsibilities:

• Serve as the primary point of contact for assigned clients, building strong relationships and advocating for their needs within Phillips Connect
• Strategically partner and deliver value to key named accounts amongst our largest and most influential customers
• Onboard new clients, guiding them through the implementation process and ensuring a smooth transition to our products and services
• Lead the creation of Joint Business Plans with defined accounts to ensure alignment with their key objectives
• Conduct regular check-ins with clients to assess satisfaction, identify opportunities for improvement, and provide ongoing support and guidance
• Collaborate with internal teams, including sales, product development, and support, to address customer inquiries, resolve issues, and ensure a positive experience
• Increase net retention revenue through proactive and strategic customer engagements
• Identify upsell and expansion opportunities by aligning with the customer’s strategic goals and objectives
• Develop and deliver training sessions, webinars, and other educational materials to help clients optimize their use of our products
• Analyze customer data and feedback to identify trends, patterns, and areas for improvement, providing insights to inform product development and marketing strategies

Requirements:

• 5+ year's experience in customer success or an account management role
• Strong interpersonal skills with the ability to build rapport, trust, and credibility with clients
• Excellent communication skills, both verbal and written, with the ability to effectively convey complex concepts to diverse audiences
• Ability to prioritize tasks, manage multiple projects simultaneously, and meet deadlines in a fast-paced environment
• Familiarity with CRM software (Salesforce preferred) and sales tools to track customer interactions and manage opportunities
• Passion for delivering exceptional customer experiences and driving customer satisfaction and loyalty
• Willingness to travel
• Bachelor's degree in Business Administration, Communications, Marketing, or a related field
• Knowledge of the transportation industry and familiarity with trailer telematics and sensor technologies