Pay Rate - $41/hr
Shift: 40 hours per week, 30% travel
Job Description
Mission of the Position (the position’s reason for existing)
The mission of the Customer Success team is to drive product adoption and usage, and acting as the trusted advisor to SkyBitz customers. The SkyBitz Customer Success Manager will:

• Own the Customer relationship, renewal and retention from point of sale.
• Be responsible for driving the adoption of SkyBitz products and services, retention, and growth of a portfolio of Customers.
• Provide guidance for SkyBitz Customers, ensuring that every customer experiences optimal value from SkyBitz.
• Service as primary point of contact with SkyBitz Customers and engage with cross-functional teams to proactively manage and successfully resolve identified Customer issues.
• Organize, follow up and be proactive about Customer issues to ensure overall customer satisfaction and success.
• Represent SkyBitz’ operational expertise in all communications

Metrics for Evaluating Performance

• Target Churn, < 1% Quarterly
• Retention, 90% or greater annually
• Customer Management and Outreach

Ongoing non-managerial duties and responsibilities

• Actively manage a portfolio of marque customers post-sales and post-onboarding through proactive data analytics, strong relationship-building, stakeholder engagement, and proactive communication
• Develop, analyze and deliver a set of reports for all assigned Customers based upon fleet products and services installed. Manage day to day analytical activities, including but not limited to:

o Tank, Truck, Asset Assignments & Management
o Data Monitoring
o Report development and distribution with focus on the Customers’ ROI

• Engage with customer support and engineering teams as Customer advocate and act as the Customer champion to ensure expedient resolution to customer issues and collaborate with other in-house resources to troubleshoot and resolve issues.
• Advise Customers on the optimal approaches to hardware and/or software use challenges based upon the expert understanding each.
• Drive additional sales revenue within existing, assigned customer base by building relationships with key players, becoming a trusted advisor and advocate and maintaining an on-going account strategy for finding value-added opportunities within the named accounts.
• Proactively and professionally communicate on key initiatives with the goal of increasing customer adoption, satisfaction and retention.
• Work with the Customer Success team and Customers to lead retention efforts as needed to ensure retaining of assigned customers’ accounts revenue and positively impact churn measurements for Business unit.
• Work with the Customer Success team to develop scalable, repeatable and specific (as needed) Customer account/success plans and conduct regular Business reviews with customers to proactively ascertain successes, challenges and opportunities for additional support and/or expansion. Actively seek ways to provide continued value to the customer and drive long-term account growth.
• Serve as an ambassador of the SkyBitz brand in all customer interactions, maintaining the highest level of professionalism and world class service our users have come to expect.

Experience & Accomplishments

• To be considered for an interview, what kind of positions should the candidate have held in the past?
• 7 years in a previous Customer Success, Account/Relationship Management and /or technical project management role
• Travel can be heavy, should be inclined to travel based upon need.

• List the sort of impressive accomplishments you would expect to discover in the background of qualified candidates for this position. Be as specific as possible.
• Experience in Success management
• Experience in the industry
• Degree in Business
• CCXP certified
• PMP

Required Skills, Abilities & Knowledge:
These are skills, abilities, and knowledge, that a candidate MUST have in order to be considered for the position. Lack of these requirements will preclude candidate from consideration.

• Bachelor’s degree or equivalent
• 5 years’ experience in a previous Customer Success, Account/Relationship Management and /or technical project management role
• Strong relationship building and problem-solving skills
• Passionate about customer advocacy with the drive to continually exceed goals in a fast-paced, high growth company
• Technical fluency and enthusiastic about technology and how it can be leveraged to make customers more financially profitable and operationally efficient
• Ability to be proactive and manage multiple priorities and tasks simultaneously
• Excellent communication skills with ability to convey information across all levels of an organization.
• High Proficiency with Salesforce.com or other CRM software, Microsoft Office, Excel, Word, and Outlook
• Travel as required for customer meetings

Preferred Skills, Abilities & Knowledge:
These are skills, abilities, and knowledge that you would like a successful candidate to have, but lack of will not preclude candidate from consideration.

• 5 years experience in SaaS
• Industry experience
• CCXP certified
• PMP certified