What are the responsibilities and job description for the Enterprise Customer Success Manager position at Highway?
Role Description:
Freight brokers put an incredible amount of trust in Highway and that trust will be extended to you. This role will be responsible for the full customer experience including customer application
optimization, management, retention and revenue expansion. This role will report directly to the VP of Customer Success.
Your role:
- Manage the customer relationship post go-live to ensure customer retention and high customer
- satisfaction, doing regular consultations with customers to ensure the application is optimized
- per the customer’s needs.
- Manage the customer experience from front to end, onboarding of customers throughout the life
- of the customer on Highway’s platform.
- Ensure the best ongoing engagement throughout the customer’s lifetime, reviewing technical
- configurations appropriate to the customer’s needs for an optimized platform experience.
- Putting forth and enacting a communications strategy that maintains and fulfills high customer
- satisfaction.
- Conducting customer success reviews bi-weekly, monthly, quarterly and engaging internally to
- resolve outstanding concerns.
- Highly skilled in demonstrating the technical capabilities of the product in order to optimize the
- customer’s experience and ensure a long-term customer relationship.
- Providing ongoing support to existing customers and resolving issues.
- Work closely with other internal teams to provide customer insights that state additional sales
- and service opportunities.
Qualifications
- Highly experienced in SaaS Customer Success and Account Management, preferably in the
- transportation industry.
- Experienced in managing technical applications, working cross-departmentally with technical teams as required to ensure optimization of Highway’s platform.
- Experience with tools such as Salesforce, Intercom, ChurnZero is highly preferred.
- Highly skilled in delivering technical demonstrations to customers to ensure their account is fully optimized, highlighting the product and customizing solutions per their need.
- Proficient at managing customer relationships and communicating with C-Level, Senior
- Leadership and technical leaders within an organization.
- Highly skilled in negotiation, contract creation, negotiating business outcomes favorable to Highway while solving customer’s needs.
- Ability to work independently and manage customer needs autonomously by thinking outside the box for customer solutions.
- Exceptional communication and interpersonal skills.
- SaaS experience is highly preferred.
- Bachelor's degree in Computer Science, Information Technology or Business Administration highly preferred.