Customer Success Manager

ProRecruit Versaatech is a recruitment firm. Their client is a fleet management company that provides telematics, automotive, insurance, rescue and recovery, and IoT solutions.

The Customer Success Manager will be responsible for nurturing client relationships, ensuring high levels of customer satisfaction, and coordinating the resolution of technical issues for a fleet management company. This role aims to boost customer retention and drive business expansion by identifying and pursuing opportunities to cross-sell and upsell the company's diverse range of solutions, including fleet management, telematics, automotive, insurance, rescue and recovery, and IoT services.

1. Cultivate and sustain robust customer relationships to enhance satisfaction and retention.
2. Facilitate customer onboarding processes, including system activation, training, and promoting the adoption of solutions.
3. Manage customer complaints, conduct technical troubleshooting, and ensure timely resolution of issues, with critical problems addressed within 24 hours.
4. Monitor service delivery standards, compliance with Service Level Agreements (SLAs), and the availability of vehicle tracking or hosted assets.
5. Oversee customer renewal processes and proactively mitigate risks that could result in customer churn.
6. Identify and pursue opportunities for cross-selling and upselling across the company's various business units.
7. Drive revenue growth within existing customer accounts by increasing unit sales and overall annual sales.
8. Maintain precise customer records, update CRM data, and generate performance reports.
9. Collaborate with technical, operations, and sales teams to resolve customer issues and enhance overall service delivery.

1. Hold a Bachelor's degree in Engineering, Computer Science, Information Technology, Software Engineering, or a closely related discipline; candidates from other fields with strong analytical and problem-solving abilities will also be considered.
2. Possess 5 to 10 years of professional experience in roles such as customer success, fleet management, telematics, IoT, technical support, SaaS, logistics, asset management, or B2B account management.
3. Demonstrated experience with GPS tracking, fleet management systems, IoT solutions, fuel monitoring, or asset monitoring is highly advantageous.
4. Exhibit excellent communication, customer relationship management, troubleshooting, and coordination capabilities.
5. Proven ability to identify new business opportunities, ensure customer retention, and foster account growth.
6. Display strong analytical skills, a high degree of accountability, meticulous attention to detail, and effective follow-up practices.