Customer Success Manager (CSM), Intermodal!

ORBCOMM is a pioneer in IoT technology that drives innovation and empowers clients to make data-driven decisions. They are seeking a Customer Success Manager to drive customer satisfaction and retention within the Intermodal transportation ecosystem by building relationships and ensuring customers achieve maximum value from their solutions.

Responsibilities:

• Drive retention by deeply understanding intermodal transportation workflows, customer KPIs, and operational challenges across rail, ocean, and drayage environments
• Identify opportunities to expand adoption of ORBCOMM solutions across intermodal networks
• Ensure high customer satisfaction by serving as the primary point of contact for intermodal customers and maintaining strong, trusted relationships
• Align ORBCOMM solutions with intermodal KPIs such as asset utilization, dwell time, shipment visibility, service reliability, and cost optimization
• Partner with customers to integrate ORBCOMM solutions into their intermodal operations, driving efficiency, visibility, and measurable ROI
• Analyze asset and shipment data to deliver actionable insights that help customers optimize intermodal operations and decision-making
• Lead quarterly business reviews focused on performance metrics, roadmap alignment, operational outcomes, and strategic goals specific to intermodal use cases
• Monitor and improve customer satisfaction (NPS) through regular engagement, performance reviews, and proactive value delivery
• Partner with ORBCOMM University to deliver product, platform, and workflow training tailored to intermodal transportation use cases

Requirements:

• Bachelor's degree in Business, Information Technology, Supply Chain, Logistics, or a related field
• 5–7 years of experience in Customer Success, Account Management, or a customer-facing role supporting Intermodal transportation, logistics, rail, or maritime customers
• Hands-on knowledge of Intermodal transportation operations, including rail networks, ocean freight, container management, drayage, or terminal operations
• Proven ability to collaborate with Customer Support and Activation Services teams to resolve escalations and support customer onboarding
• Proficiency in Salesforce for CRM and case management
• Strong skills in Microsoft Office (Word, PowerPoint, Excel) for customer-facing communication and executive-level presentations
• Excellent communication, problem-solving, and relationship management skills across diverse stakeholder groups
• Strong organizational skills with the ability to manage multiple intermodal customer engagements simultaneously
• Leverage AI-enabled tools and automation to support daily tasks and productivity
• Commitment to continuous learning in digital and AI literacy
• Experience working in technology, telecommunications, IoT, or transportation technology (strongly preferred)