Senior Customer Success Manager

Job description

US - Remote ( Midwest and Southeast Regions)

Who We Are

At Platform Science, we’re working to connect everything that moves.

Founded in 2015, we are an open IoT platform that partners with innovative fleets, application developers, vehicle manufacturers, and equipment providers in the transportation industry to deliver revolutionary solutions to supply chain professionals across the globe.

Our employees are an engaging, diverse group of people who believe in the power of great ideas. We hire people with different experiences and perspectives to build a company culture that fuels growth through innovation.

We value thoughtful actions and empathy for others.  We approach challenges with resiliency and creativity, while encouraging transparency because, no matter our backgrounds or responsibilities, we are one team.

About the Role

As a Senior Customer Success Manager, you will help implement, manage and grow the Platform Science relationship at various enterprise level accounts across the country. You will engage with all levels of management while fulfilling a trusted advisor role configuring, training, and integrating our products into the customer’s environment. The work will require technical and functional knowledge of Platform Science products and services, as well as the ability to understand the business needs and capabilities of our customers. You’ll serve as a trusted advisor and main point of contact leveraging Platform Science technology to solve business challenges. If you enjoy working with new technologies, being challenged with new problems, interacting with some of the biggest Transportation & Logistics companies in the US, and helping innovate an industry, then you’ll love working at Platform Science.

Essential Responsibilities

• Act as a trusted advisor for assigned customer accounts and main touchpoint with various Platform Science customers throughout the post-sales customer lifecycle.
• Responsible for implementation and long-term account management working across multiple customer teams and with Platform Science Sales, Product Management, Support, and Executive Leadership.
• Facilitate Business Reviews (BR’s) with your customers
• Drive customer adoption of Platform Science solutions while ensuring long-term retention
• Work with internal teams sharing customer experiences to help drive product roadmaps
• Strong verbal and written communication skills including strong technical skills with experience documenting requirements, issues and outcomes
• Mentor and train our top customers with a deep desire to help them reach their business goals
• Monitor and identify customer health and utilization trends, provide recommendations based on risk and customers’ business needs
• Identify renewal risk and collaborate with internal teams to remediate and ensure successful renewal
• Effectively manage multiple projects and deadlines at the same time
• Communicate new solutions and innovation roadmap during Business Reviews with your customers
• Increase recurring revenue from your customers (applications, added subscriptions, etc)
• Example: Serve as a resource for a variety of compensation and cross-functional HR projects including: employee recognition program, incentive design, acquisitions, etc.

Education & Experience

• Bachelor’s degree, preferably in a technical discipline
• 3+ years of customer relationship management experience at a technology company providing solutions/services to the Transportation industry
• Ability to learn and stay current on the Platform Science product suite and transportation industry direction
• Strong knowledge of DOT/FMCSA Regulations
• Familiar with Transportation Management System (TMS) products (i.e. TMW, McLeod, ICC, etc.) and route management or distribution software
• Demonstrated experience guiding customers with confidence and integrity
• Excellent planning, organization, and implementation skills
• Strong interest and passion for coaching and mentoring others
• Ability to communicate complex ideas effectively to senior leadership, both verbally and in writing
• Proven experience of understanding, organizing and facilitating through customer requests and concerns
• Proficiency with Salesforce is a plus
• Accommodate travel up to 50% of the time

Platform Science Benefits Highlights

The company offers various benefits to regular, full-time employees including:

• Medical, dental, and vision insurance
• Short-term and long-term disability insurances
• AD&D and life insurance
• 401k plan
• Paid vacation, sick leave and holidays
• Six weeks of paid parental leave

For more information please see the Benefits Highlights brochure for regular, full-time employees.

This is an exempt role. Our job titles for each posting may span across more than one job level. The estimated base salary for this role is between $100,000 and $160,000. The range displayed on each job posting reflects the minimum and maximum target range for new hire base salaries across all US locations. Compensation packages are based on many factors unique to each candidate, including but not limited to skill set, work experience, relevant trainings and certifications, business needs, market demands and specific geographical location. The base pay range is subject to change and may be modified in the future. This role may also be eligible for bonus, equity, and benefits.

Please note that the compensation details listed in US role postings reflect the base salary only, and do not include bonus, equity, or benefits.

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Qualified applications with arrest or conviction records will be considered for employment in accordance with the Los Angeles County Fair Chance Ordinance for Employers and the California Fair Chance Act.

At this time we only consider candidates in these states: AL, AR, AZ, CA, CO, FL, GA, ID, IL, KY, MA, MD, MI, MN, MO, NC, NH, NV, NY, OH, OK, OR, PA, SC, TN, TX, UT, VA, WA, and WI. In the future we plan to add more states.

Beware job scams! Our recruiters use @platformscience.com emails only. We don’t interview via text/message. We don’t ask for software downloads (except Zoom) or sensitive info (like SSN/bank). Suspect fraud? Report it to law enforcement &[email protected].