Customer Success Manager II

CalAmp is a connected intelligence company that enables people to track, monitor, and recover their vital assets. They are seeking a Customer Success Manager II responsible for managing the post-sale customer relationship, focusing on customer onboarding, retention, and value delivery throughout the customer journey.

Responsibilities:

• Becoming a trusted advisor to your customers, providing guidance, best practices and further instill value throughout customer lifetime
• Discover and refine customer goals, shrinking customer time to value
• Actively work to improve customer health, mitigate churn risk, and drive retention
• Perform regular outreach to ensure customers are up to date on new features, and that they are tracking towards achieving stated goals
• Run live customer meetings both in person and via the web (onboarding, assigned outreach, quarterly business reviews, feature demos, etc.) as needed and directed
• Serve as the primary interface to manage and resolve any critical customer situations
• Manage renewals and contract extensions for your assigned group of customers
• Quarterback identified growth opportunities and work with sales team to drive wins
• Ensure all activities are sufficiently documented in Salesforce to build upon interactions
• Be a conduit and team player with Product, Marketing, Support, and other teams to meet the needs of our customers today and tomorrow, helping to prioritize roadmap
• Other duties as assigned

Requirements:

• Four-year college degree from an accredited institution or equivalent experience
• Minimum three years of Customer Success Manager or Account Manager experience
• Superior and proven communications, both written and verbal
• Strong technical aptitude with ability to quickly learn and adapt
• Customer obsessed with ability to delight customers of all shapes and sizes
• Natural problem solver with the ability to strategically think, providing possible solutions as a 'jumping-off' point and ability to gain consensus among critical stakeholders
• Empathy, humility, and great listening skills
• Track record and desire to work as part of a high-performing team
• Perform work and execute on deliverables with excellence and minimal supervision
• Ability to foster teamwork, build collaborative relationships
• Passion and commitment to our CalAmp Core Values
• History of collaborating effectively with cross-functional teams
• Experience in the telematics or SaaS industry, and working with B2B customers
• Working experience in using Salesforce
• Desire to improve processes that impact the employee and customer experience
• Ability to be assertive, communicate and coach at all levels