Sr. Customer Success Manager

Platform Science is an innovative company focused on connecting everything that moves through an open IoT platform. The Senior Customer Success Manager will manage and grow relationships with enterprise-level accounts, acting as a trusted advisor while ensuring customer adoption and retention of Platform Science solutions.

Responsibilities:

• Act as a trusted advisor for assigned customer accounts and main touchpoint with various Platform Science customers throughout the post-sales customer lifecycle
• Responsible for implementation support and long-term account management working across multiple customer teams and with Platform Science Sales, Product Management, Support, and Executive Leadership
• Facilitate Business Reviews (BR’s) with your customers
• Own the Sr. Mgmt. level relationships at each assigned customer account
• 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
• Mentor and train our top customers with a deep desire to help them reach their business goals
• Monitor and identify customer health and utilization trends, provide recommendations based on risk and customers’ business needs
• Identify renewal risk and collaborate with internal teams to remediate and ensure successful renewal
• Effectively manage multiple projects and deadlines at the same time
• Communicate new solutions and innovation roadmap during Business Reviews with your customers
• Increase recurring revenue from your customers (applications, added subscriptions, etc)

Requirements:

• Bachelor's degree, preferably in a technical discipline
• Minimum of 18 months of CSM experience at Platform Science or 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, McCleod, ICC, etc.) and route management or distribution software
• Demonstrated experience guiding customers with confidence and integrity
• Excellent planning, organization, and implementation skills
• Strong interest and passion for coaching and mentoring others
• 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
• Accommodate travel up to 50% of the time