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Fremont

    Senior Manager of Customer Success - Fremont, United States - Azuga

    Azuga
    Azuga Fremont, United States

    1 week ago

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    Description
    42840 Christy St, Fremont, CA 94538, USA
    Job Classification

    Customer Success
    Full-Time Position
    Job Description

    Azuga Inc., headquartered in Fremont, CA, is a part of Bridgestone Americas and leading SaaS telematics company.

    Providing a GPS-based software platform, Azuga customers turn data from vehicles into intelligence, and improving operations and safety reduces costs and risks.

    Azuga provides reliable end-to-end solutions for commercial fleets, government agencies, insurance companies, and automotive industry suppliers.

    Our platform is a market leader in OBD-II telematics solutions, offering analytics to change driver behavior, reward employees, and create safer fleets on the road.

    Azuga Inc. is seeking a Senior Manager of Customer Success who will drive the success path for Azuga's Customer Success
    Managers (CSM) and customers.

    This position will maintain and improve upon standards of service ensuring Azuga customers have a great experience with onboarding, training, implementation, adoption, and retention of all Azuga solutions through their CSM.

    As a Senior Manager of Customer Success, you will also help develop, improve, and implement best practices with the Customer Success team delivering a World Class customer experience.

    Responsibilities

    Minimum of two years experience in managing Customer Success or Account Management teams
    Bachelor's degree or equivalent experience required
    Experience working with cross-functional teams (e.g. Sales, Product, Marketing, Support)
    Experienced in leadership, coaching, and mentoring
    Ability to assess and speak to software technology and SaaS offerings
    Ability to problem solve and think outside the box to meet company expectations
    Customer-centric orientation
    Ability to interpret data to find and present trends, value, and ROI
    Qualifications

    Recruit, attract and retain high potential individual contributors for Customer Success
    Supervise, coach, and develop CSMs
    Hold regular 1:1 meetings with direct reports
    Define operational metrics for the team; ensure there are adequate systems for tracking metrics; create cadence for review with the team and leadership
    Evaluate performance and conduct mid/end of year performance appraisals
    Team resource in guiding process transformations that will continually develop and improve customer experience, interaction, and training throughout the customer journey
    Establish Customer Success policies and practices
    Evaluate processes as a business resource to help identify gaps, best practices, proven success stories, and inefficiencies to continuously improve day to day operation
    Be an Azuga solution Subject Matter Expert, including all supporting solutions and systems
    Update, monitor, and manage CRM/CTI tools
    Proactively monitor customer health to assess churn risk
    Manage escalations from your direct reports and follow a methodical escalation process to quickly resolve issues
    Ensure processes for escalating client issues happen with speed and urgency, orchestrating resources across the company as appropriate
    Investigate why customer attrition is occurring and implement countermeasures to remedy
    Create retention playbooks ahead of renewal dates to maximize customer retention rates
    Drive Continuous Improvement within the department
    Engage in Problem Solving to drive to root cause of issues and implement countermeasures
    Evaluate the quarterly business review process to understand customers' unique goals and business processes to ensure return on investment (ROI)
    Invest time in training and personal development
    About you

    You have strong written and verbal communication skills with the ability to communicate effectively at alllevels
    You're self-driven and proactive nature
    You have excellent listening and presentation skills
    You pay strong attention to detail, well organized with the ability to multitask, prioritize and manage time effectively to meet aggressive timelines
    You're open to a fast-paced, change-embracing corporate culture
    You're positive attitude with a courteous and professional demeanor
    You have a strong conflict resolution skills
    You're excited about working in a well diverse company
    Details of Position

    Full-time, exempt position
    Salary and bonus commensurate with experience
    Travel up to 25%
    Competitive benefits package including health care, paid vacation, and 401K
    Azuga Fleet is a Leader in all categories

    GPS Fleet Management Software that is simple to use, affordable, customizable and easy to install.

    #J-18808-Ljbffr
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