Customer Success Manager - Phoenix, United States - Bridgestone America, Inc.
Description
**Customer Success Manager - Otr**
Employee: Regular : Full time
Location: Phoenix , AZ
Team: Information Technology
: 2021_30224
Zip Code: 85007
Posted Date: :00:00
**Job Description**
This position plays a vital role in managing and administering OTR Mobility Solutions. This role serves as a liaison between the incident management vendor (SSI), Mobility Solutions, and external developers to support the customers, internal and external, domestic and international, with business and technical expertise. As a Customer Success Manager (CSM), you will be the primary advocate for each customer, guiding them along a path to success and engaging resources across OTR Solutions to accelerate the expansion of our solutions business within each customer. The ideal candidate is passionate about providing an exceptional experience for every customer and motivated by shared success. Were looking for a driven, innovative CSM who is interested in using his/her customer relationship management and strategic leadership skills to help us achieve our goal of being a trusted and valued partner for our customers. You will own the post-sales relationship and experience between Mobility Solutions and our customers, driving value realization and return on the clients investment. You are an expert relationship builder and dynamic communicator with a successful track record of building rapport with customers. You are equally comfortable with creating and evaluating strategic plans as you are with executing on the individual action items and details. The CSM will also quickly identify the customers needs and collaborate with the correct internal resources and work closely with them to ensure your customers needs are addressed in a complete and timely fashion. This role can sit in either Phoenix, AZ or Nashville, TN **Responsibilities**
**Customer Success Manager Responsibilities:**
Accountable as a single point of contact and escalation to track cross-department, cross-process or cross-site issues and facilitate closure through coordination of appropriate resources (both internal/external).
Assist customers to seek out opportunities to expand their usage and adoption of their OTR Mobility Solutions.
Develop and execute regular Strategic Customer Success Plans in partnership with your assigned accounts.
Drive Customer Engagement for all OTR Mobility Solutions.
Develop relationships at all levels of a customer organization.
Close the loop on all feedback received from the customer including product enhancement requests, outstanding issues, and strategic improvement initiatives.
Track & monitor account status and identify areas of concern.
Provide updates, executive summaries, and guidance to the executive team as required.
Provide root-cause analysis of escalated issues when required. Lead lessons learned initiatives as appropriate.
Identify areas for improvement not only in our products and services but also in the Customer Success functions.
Communicate internally with relevant stakeholders in sales, marketing, product, and engineering to make your customers lives better through optimizing and improving existing products and services or identifying other products to improve customer outcomes.
**Qualifications**
Basic awareness of technical support environment and need for business connectivity to digital related projects
Minimum 1-2 years of experience in customer account management or project management role
Previous experience with Fleet Management or Telematics Solutions
**Focused Area of Expertise**
Exceptional organizational, presentation, and communication skills, both verbal and written.
Effective escalation management skills.
Excellent analytical capabilities to break down complex technical tasks into executable and measurable steps.
Demonstrated ability to deal with change and excel in high-stress situations.
You foster a consistent understanding of strategy, translate it into defined plans, and "stay the course" to implement it while anticipating and identifying where change or mitigation is needed.
You introduce new ideas and processes which improve performance and productivity.
Desire/ability to work in a fast-paced, team-oriented environment.
Innovative thinker capable of operating both in a strategic capacity (big-picture perspective) and a hands-on/execution capacity.
Excellent work ethic and Leadership skills.
Excellent proficiency in Microsoft Office (Word, Excel, PowerPoint, Project, Visio).
Proficient in CRM Tools (Ex. Salesforce).
Ability to work effectively with minimal supervision
Experience with Incident Management software or capability to learn
Strong analytical, diagnostic, problem-solving, time management, and organizational skills
Excellent verbal and written communication skills
Excellent customer service skills
Excellent customer and vendor relationships
Experience with Knowledge Management Documentation
Ability to travel up to 50%
**Education:**
Bachelor's Degree or equivalent combination of education and work exp
**Employee Type**
Regular : Full time