Customer Success Specialist

ABOUT THE POSITION

We are currently looking to hire a Customer Success Specialist who is focused on building relationships and managing a book of business including some of our largest customers. Our Customer Success team works with our most valued customers to engage them in using the licensed Linxup’s telematics software solutions in their day to day operations of their business. This role partners with our customer success, sales and product teams to deeply understand how each customer is using our solution today, engage and educate the customer by sharing best practices to expand their use, identify  opportunities for new solutions, and ensure the customer understands the long term inherent value for our solution.  Success is this role is measured through customer engagement, growth and retention, along with the referrals generated from your interactions.  If you have the right mindset and skillset to be successful and execute the responsibilities for this role, we would love to hear from you!

ESSENTIAL FUNCTIONS – RESPONSIBILITIES:

●        Deliver a positive Linxup customer experience for our customers; owning the success of the customer journey through providing timely and appropriate resources and guidance the leads to high level of customer retention

●        Work with clients to establish their personal goals with our solution, and purposely work with them to achieve their goals

●        Manage expectations and deadlines with customers to keep them on track for a successful onboarding experience.

●        Internal and External Advocate: Be our customer’s go-to person and navigate internal processes to provide the best outcome for the client and our market,

●        Respond to questions, concerns, and feedback in a positive, empathetic and consultative manner; escalating internally when appropriate.

●        Build strong, consultative relationships with our customers, their fleet managers and business owners, to ensure they can confidently use the Linxup platform

●        Establish a high level of personal credibility and build strong relationships to improve customer satisfaction

●        Monitor customer health, usage, and activity to assess risk and apply retention initiatives

●        Recognize trends in the customer life cycle and collaborate with internal teams on solutions to improve the customer experience

●        Establish a trusted/strategic advisor relationship with each assigned client

●        Be comfortable interacting with the customers leveraging all manners of communication, including phone calls, email, social networks, and webinars

●        Work cross functionally to identify cross sell opportunities that lead to new business results

●        Proactively engage with customers to communicate new product features that bring value to their business needs

●        Ask for and leverage client referrals, associations and networking to pass leads to our sales teams.

●        Other various tasks and assignments not listed above may be expected in this role

●        Other duties as assigned

QUALIFICATIONS

●        Related Bachelor’s Degree preferred (Sales, Marketing, Business Administration etc.)

●        A 3+ year work history preferably in customer success or similar roles within a SaaS organization

●        Genuine passion for creating a positive experience and bringing meaningful value to our customers.

●        Team oriented individual who enjoys collaborating with others

●        Strong ability to effectively manage your time and prioritize across multiple customers and deadlines with the help of a CRM

●        Ability to review customer performance data and trigger customer outreach accordingly

●        Effective and respectful communication on the phone, through email and in person. You can confidently interact with all levels of an external organization.

●        A passion for building business plans, and executing strategic initiatives with your customers

●        Comfortable in a fast-paced technology company, start-up experience is a plus

●        Proven ability to succeed in an ever evolving, metrics-driven environment

●        Previous experience in a role directly managing customer success and onboarding customers into a new solution

●        Strong self-initiative and proactive problem solving

WORK ENVIRONMENT

• Monday through Friday
• Fast-paced environment with opportunities for growth and reward
• Company promotes work/life balance to achieve maximum performance professionally and personally

COMPENSATION AND BENEFITS

• We value hard work and on-the-job-excellence and offer competitive compensation and benefits packages:
• Position offers a Base Salary
• Medical, Dental, Vision, Life and 401(k) benefits are offered
• Flexible Time Off (FTO)