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Customer Success Manager, Mid-Market (Remote)

Company: Fleetio
Location: San Diego
Posted on: January 16, 2022

Job Description:

Fleetio is a modern software platform that helps thousands of organizations around the world manage their fleet operations. Transportation technology is a hot market, and we're leading the charge, with raving fans and new customers signing up every day.

As a Mid-Market Customer Success Manager, your job is to engage with customers in medium-sized organizations to help them achieve their desired outcomes. You'll establish a strong rapport with key stakeholders and leverage those relationships to assist with product adoption and usage. You'll analyze your accounts to determine areas of improvement, provide customers with best practices, and offer and execute additional services. You'll also listen and gather invaluable feedback for the product team.

As a Customer Success team member, you will manage a portfolio of Mid-Market customers representing a diverse set of customer industries and geographies. You will work directly with several Fleetio teams such as Sales, Support, and Product Strategy and be a critical player in driving long-term customer success at Fleetio.

We're looking for a personable, analytical, detail-oriented, and persistent team member who excels at keeping hundreds of customers engaged in a Software as a Service (SaaS) environment - someone who genuinely cares about their customers and helps them achieve their goals. Be sure to mention coffee in your application, so we know you actually read this.

What you'll be doing

  • Be the primary relationship for a global portfolio of hundreds of Fleetio customers in medium-sized enterprises
  • Consult on asset management best practices via scalable channels (emails, videos, webinars, and other communications) to help our customers meet their goals both inside and outside of the Fleetio platform
  • Establish a trusted advisor relationship with customers allowing you to advise on ways to get more value from our products and services
  • Nurture customers for advocacy to create additional word of mouth
  • Understand, articulate and document your customer's challenges
  • Internally advocate for your customers' needs and issues
  • Manage your customer's expectations, making sure they are heard and expressing empathy, while effectively managing their account escalations
  • Measure, track and analyze customer success efforts to identify areas for enhancement
  • Work to identify and/or develop cross-sell opportunities to help fleets streamline their operations and consolidate additional workflow into the Fleetio platform
  • Help identify and build great customer success practices across the team

    What's in it for you
    • The opportunity to focus on a disruptive product offering that is at the center of Fleetio's market strategy.
    • Work with fascinating customers and prospects who are leading the global transportation industry.
    • Be part of an incredible team of A-players who go above and beyond to make Fleetio a successful company. We're a customer-centric team with a great product, excellent support, and countless happy customers.
    • This position can work remotely (within the United States) or from our awesome HQ in downtown Birmingham, AL!
    • Collaborate in a transparent environment where you are provided the necessary tools, processes, and encouragement to excel every day.
    • You get to be heard by colleagues who are eager to apply the best practices and ideas you bring to the table and who will share theirs as well.
    • Thrive in an environment where you are encouraged to give your customers the proper care and attention they need to be successful.

      More about our team and company:
      • Watch our culture videos: https://fleet.io/culture
      • Fleetio overview video: https://www.youtube.com/watch?v=IlvIbwZT3oU
      • More about the Fleetio platform: https://www.fleetio.com/features
      • Our careers page: https://www.fleetio.com/careers

        Requirements
        • At least 4 years of experience in a customer-facing role in a SaaS environment (experience in customer success or support with an emphasis on increasing customer satisfaction, adoption, and retention)
        • Ideally, our top candidate has previous experience in the fleet / automotive space
        • You have experience working with CRM systems (e.g., Salesforce), online project management tools (e.g., Asana), internal communication tools (e.g., Slack), Google Sheets, Google Docs, etc
        • You enjoy and are comfortable interacting with every level of customer. You have impeccable written and verbal communication skills
        • You aren't just completing tasks, you're also thinking strategically about the big picture
        • Your work is meticulous and precise when executing a task. When it comes to details, you are painstakingly accurate and consistently thorough
        • Proven ability to use metrics to identify needs as well as to tell a compelling story
        • Strong team player but also a self-starter who can work autonomously
        • Empathy. You want to help and serve our customers to become natural Fleetio evangelists
        • You are passionate about organization and can adhere to and improve organizational systems. If there's a way to reduce redundant work, you're on it.
        • Comfortable with change, experimenting, and trying new ideas
        • The ability to collaborate and thrive in a fast-paced, dynamic, and evolving environment

          Benefits
          • 100% health/dental coverage (50% coverage for family)
          • Vision insurance
          • Incentive stock options
          • 401(k) match of 4%
          • PTO - 4 weeks
          • 8 company holidays + 2 floating holidays
          • Parental and bonding leave
          • Dependent care and medical FSA
          • Short and long term disability
          • Community service funds
          • Professional development funds
          • Health and wellness initiatives
          • Mac laptop
          • Remote working friendly since 2012

            Fleetio provides equal employment opportunities to all employees and applicants and prohibits discrimination and harassment. We celebrate diversity and are committed to creating an inclusive environment for all. All employment is decided on the basis of qualifications, merit and business need.

            This application is not intended to and does not create a contract or offer of employment. Employment with Fleetio is at will.

            If you have a disability or a special need that requires an accommodation to fill out the online application, please let us know by calling (205) 718-7500 or emailing recruiting@fleetio.com.

Keywords: Fleetio, San Diego , Customer Success Manager, Mid-Market (Remote), Executive , San Diego, California

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