Full-Time Customer Success Manager
Job Description
About us:
The world needs solutions that have a positive environmental impact and actually make financial sense. Compology defines that category as the leading provider of camera-based IoT and artificial intelligence solutions in the waste and recycling and freight transportation industries. See what we mean here on CNN National TV about our work with McDonald’s! We partner with the biggest brands in the world like Starbucks, Capital One and Nordstroms to meet their sustainability goals, foster brand loyalty and save a ton of money. Compology’s mission is to move the world’s raw materials, finished goods and waste with the smallest footprint possible.
About The Role
Compology is looking for a Customer Success Manager, Scaled Programs to own the post-sale relationship and engage with a portfolio of customers at scale and ensuring they realize maximum value from Compology’s solutions. Our clients are spread across 43 US states, every Canadian province and Mexico and range from the largest publicly traded waste hauling and freight companies to small mom and pop shops. The Customer Success Manager is responsible for owning day-to-day interactions with customers to improve our scalable approach in order to set customers up for success from the get-go. This role will deliver and improve our “one-to-many” program, aimed at effectively on-boarding and nurturing customers with a scaled approach to make sure we’re exceeding all of our clients expectations after they’ve joined the Compology family.
We want resilient problem solvers who aren’t afraid to think outside the box and get gritty. We expect you to take ownership and be able to execute without defined processes and implicit direction.
The success of this role means a high customer satisfaction, retention and expansion of Compology customers.
Responsibilities / Key Role Objectives
- Drive the on-boarding, adoption, retention and overall success of Compology’s Scale customer segment.
- Monitor account usage and engagement to encourage feature adoption by communicating relevant materials with customers and ensuring customers leverage the right resources to be successful.
- Ensure all account issues are quickly resolved, developing and improving Compology scaled programs.
- Identify accounts that are likely to churn and work proactively to eliminate that risk.
- Lead expansion opportunities to grow book of business.
- Proactively outline customer critical success factors, metrics for success, potential issues, and provide recommendations.
- Make users love Compology by developing automatable 1:many programs to coach and guide customers to engage in best practices that enable them to succeed with the Compology platform.
- Serve as the voice of the customer and collect feedback to drive continuous improvement across all Compology functional areas.
Qualifications, Skills, & Abilities / About You
- You have at least 2 years of experience in Customer Success or Account Management with a demonstrable track record managing a large portfolio of customers (50+) impacting churn and contraction with scaled initiatives.
- You have experience with scaled success and/or 1:many initiatives in Success, Communities or Marketing a plus.
- You are organized, detail, process oriented, sharp, self-motivated, and have an ability to multitask without getting stressed.
- You have empathy and a rare ability to understand customer needs and develop partnerships remotely and in a condensed time frame.
- You have a commercial sense and understanding of the underlying drivers and strategy of our user’s businesses.
- You are a proactive, independent, and creative team player with the desire to impact the customer base’s success.
- You have a sense of urgency and a no-excuses mindset to make things happen efficiently.
- You are a clear and direct communicator with strong presentation skills.
- You enjoy operating in an often ambiguous and fast-paced environment and can operate well remotely.
All Are Welcome!
All employment decisions at Compology are based on business needs, job requirements and individual qualifications. We know your race, religion, color, national origin, gender (including pregnancy, childbirth, or related medical conditions), sexual orientation, gender identity, gender expression, age, status as a protected veteran, status as an individual with a disability, or other applicable legally protected characteristics DON’T DEFINE YOU – WE WELCOME YOU TO COME AS YOU ARE!
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