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Azuga
Fremont, CA | Full Time
$122k-172k (estimate)
1 Week Ago
Senior Manager of Customer Success
Azuga Fremont, CA
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$122k-172k (estimate)
Full Time 1 Week Ago
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Azuga is Hiring a Senior Manager of Customer Success Near Fremont, CA

42840 Christy St, Fremont, CA 94538, USAJob Classification
Customer SuccessFull-Time PositionJob Description
Azuga Inc., headquartered in Fremont, CA, is a part of Bridgestone Americas and leading SaaS telematics company. Providing a GPS-based software platform, Azuga customers turn data from vehicles into intelligence, and improving operations and safety reduces costs and risks. Azuga provides reliable end-to-end solutions for commercial fleets, government agencies, insurance companies, and automotive industry suppliers. Our platform is a market leader in OBD-II telematics solutions, offering analytics to change driver behavior, reward employees, and create safer fleets on the road.Azuga Inc. is seeking a Senior Manager of Customer Success who will drive the success path for Azuga’s Customer SuccessManagers (CSM) and customers.This position will maintain and improve upon standards of service ensuring Azuga customers have a great experience with onboarding, training, implementation, adoption, and retention of all Azuga solutions through their CSM. As a Senior Manager of Customer Success, you will also help develop, improve, and implement best practices with the Customer Success team delivering a World Class customer experience.Responsibilities
Minimum of two years experience in managing Customer Success or Account Management teamsBachelor's degree or equivalent experience requiredExperience working with cross-functional teams (e.g. Sales, Product, Marketing, Support)Experienced in leadership, coaching, and mentoringAbility to assess and speak to software technology and SaaS offeringsAbility to problem solve and think outside the box to meet company expectationsCustomer-centric orientationAbility to interpret data to find and present trends, value, and ROIQualifications
Recruit, attract and retain high potential individual contributors for Customer SuccessSupervise, coach, and develop CSMsHold regular 1:1 meetings with direct reportsDefine operational metrics for the team; ensure there are adequate systems for tracking metrics; create cadence for review with the team and leadershipEvaluate performance and conduct mid/end of year performance appraisalsTeam resource in guiding process transformations that will continually develop and improve customer experience, interaction, and training throughout the customer journeyEstablish Customer Success policies and practicesEvaluate processes as a business resource to help identify gaps, best practices, proven success stories, and inefficiencies to continuously improve day to day operationBe an Azuga solution Subject Matter Expert, including all supporting solutions and systemsUpdate, monitor, and manage CRM/CTI toolsProactively monitor customer health to assess churn riskManage escalations from your direct reports and follow a methodical escalation process to quickly resolve issuesEnsure processes for escalating client issues happen with speed and urgency, orchestrating resources across the company as appropriateInvestigate why customer attrition is occurring and implement countermeasures to remedyCreate retention playbooks ahead of renewal dates to maximize customer retention ratesDrive Continuous Improvement within the departmentEngage in Problem Solving to drive to root cause of issues and implement countermeasuresEvaluate the quarterly business review process to understand customers’ unique goals and business processes to ensure return on investment (ROI)Invest time in training and personal developmentAbout you
You have strong written and verbal communication skills with the ability to communicate effectively at alllevelsYou're self-driven and proactive natureYou have excellent listening and presentation skillsYou pay strong attention to detail, well organized with the ability to multitask, prioritize and manage time effectively to meet aggressive timelinesYou're open to a fast-paced, change-embracing corporate cultureYou're positive attitude with a courteous and professional demeanorYou have a strong conflict resolution skillsYou're excited about working in a well diverse companyDetails of Position
Full-time, exempt positionSalary and bonus commensurate with experienceTravel up to 25%Competitive benefits package including health care, paid vacation, and 401KAzuga Fleet is a Leader in all categories
GPS Fleet Management Software that is simple to use, affordable, customizable and easy to install.
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Job Summary

JOB TYPE

Full Time

SALARY

$122k-172k (estimate)

POST DATE

03/21/2024

EXPIRATION DATE

04/09/2024