Customer Success Manager

Company Overview:

Phillips Connect was born out of the obsessive drive to move the transportation industry forward.

For nearly 100 years, Phillips Industries has been making a difference in the lives of its customers. As one of the oldest and most highly regarded suppliers in the commercial vehicle industry, it has built a reputation on producing best-in-class air and electrical components. By starting with the durable, high-quality line of products that Phillips Industries is known for, Phillips Connect’s advanced telematics solutions are easy to install, intuitive to use, and scalable for the future.

We used our decades of experience in heavy-duty trucking to create an open platform that consolidates sensor data from leading manufacturers into one integrated and intelligent system. The suite of Phillips Connect hardware and software is like nothing else on the market, designed to be an integrated solution for use with any size fleet. Our tracking and management products increase driver uptime, safety, and ROI, while providing complete transparency into the status of an entire fleet, all in real-time. Our solutions deliver actionable data and insights in the most critical conditions, saving your fleet time, money, and lives on the road.

Job Title: Customer Success Manager

Location: (Remote, EST/CST)

Position Purpose & Focus:

The Customer Success Manager at Phillips Connect plays a critical role in ensuring the success and satisfaction of our clients throughout their journey with us. Reporting to the Senior Manager, Customer Success, this position requires a proactive approach to understanding customer needs, providing ongoing support, and driving adoption of our solutions.

Essential Duties & Responsibilities

• Serve as the primary point of contact for assigned clients, building strong relationships and advocating for their needs within Phillips Connect.
• Strategically partner and deliver value to key named accounts amongst our largest and most influential customers.
• Onboard new clients, guiding them through the implementation process and ensuring a smooth transition to our products and services.
• Lead the creation of Joint Business Plans with defined accounts to ensure alignment with their key objectives.
• Conduct regular check-ins with clients to assess satisfaction, identify opportunities for improvement, and provide ongoing support and guidance.
• Collaborate with internal teams, including sales, product development, and support, to address customer inquiries, resolve issues, and ensure a positive experience.
• Increase net retention revenue through proactive and strategic customer engagements.
• Identify upsell and expansion opportunities by aligning with the customer’s strategic goals and objectives.
• Develop and deliver training sessions, webinars, and other educational materials to help clients optimize their use of our products.
• Analyze customer data and feedback to identify trends, patterns, and areas for improvement, providing insights to inform product development and marketing strategies.

Experience, Skills, Knowledge, and Abilities:

• Bachelor's degree in Business Administration, Communications, Marketing, or a related field (preferred).
• 5 year’s experience in customer success or an account management role.
• Strong interpersonal skills with the ability to build rapport, trust, and credibility with clients.
• Excellent communication skills, both verbal and written, with the ability to effectively convey complex concepts to diverse audiences.
• Ability to prioritize tasks, manage multiple projects simultaneously, and meet deadlines in a fast-paced environment.
• Familiarity with CRM software (Salesforce preferred) and sales tools to track customer interactions and manage opportunities.
• Knowledge of the transportation industry and familiarity with trailer telematics and sensor technologies is a plus.
• Passion for delivering exceptional customer experiences and driving customer satisfaction and loyalty.
• Willingness to travel.

Reporting

• This position reports to the Director, Customer Success and collaborates closely with the Sales team to ensure alignment with department goals and initiatives.

Work Hours:

This is a fully remote position; however, candidates must be available to work standard business hours aligned with the Eastern or Central Time Zones (EST/CST). We welcome applicants located within these time zones or those who can consistently work during those hours.