Customer Success Manager

Trio Mobil is a global Industrial Safety IoT platform company focused on preventing serious injuries and fatalities in industrial environments. As a Customer Success Manager, you will ensure customers achieve their safety goals and derive maximum value from the platform and services, driving adoption and customer satisfaction.

Responsibilities:

• Communicate directly with customers to ensure they are receiving the tools and support needed to achieve their goals
• Develop and implement strategies to drive successful adoption and utilization of technology solutions and services, ensuring maximum value realization for customers
• Working with the assigned NAM, co-own the customer relationship post-sale, driving engagement, retention, and expansion opportunities
• Manage onboarding with new customers including the ability to oversee and coordinate resources across delivery, technical support, and external partners to ensure seamless execution and customer satisfaction
• Coordinate resources to ensure contract deliverables are met
• Educate customers on best practices, new features, and enhancements to maximize their safety outcomes
• Develop an in-depth understanding of the customer’s needs
• Be the voice of the customer, advocating for their needs
• Set the customer success strategy and collaborate across the organization to ensure continual alignment between sales, technical, engineering, support and field teams
• Responsible for tracking customer satisfaction
• Host periodic business reviews with customers
• Drive product adoption and autonomy through coaching and training
• Embrace the culture of data driven decision making

Requirements:

• 3+ years of experience in operational safety or plant operations, or a related role in Software, SaaS, or MDR services
• Strong understanding of OSHA guidelines and industrial safety
• Able, willing, and excited to visit and maneuver through large industrial plants
• Proficiency with Microsoft Word, Excel, PowerPoint, etc
• Advanced analytical and critical thinking skills, with the ability to develop creative solutions and drive complex projects informed by current business trends
• Ability and willingness to roll up your sleeves and assist in the physical installation and configuration of Trio Mobil solutions as needed
• Proven ability to manage customer relationships, drive adoption, and ensure customer satisfaction
• Strong problem-solving and analytical skills to identify customer pain points and deliver solutions
• Excellent communication and presentation skills, with the ability to convey complex safety concepts in an easy-to-understand manner
• Highly organized with strong project management capabilities
• Ability to work independently while collaborating effectively with internal teams
• Passion for helping customers succeed and a proactive approach to relationship management
• Demonstrated ability to communicate, present, and effectively influence at all levels
• This role requires up to 50% travel, primarily by air, as our customers are located throughout the United States
• Valid Passport as some international travel may be required
• Understanding of low voltage systems is a plus