What are the responsibilities and job description for the Customer Success Manager position at Clever Devices Ltd.?
As THE leader in transit technology, Clever Devices' vision is to make meaningful contributions to worldwide mobility. Our goal is to be the leading provider of exciting technology that improves the quality of mobility in communities around the world.
The Customer Success Manager will apply knowledge, experience, interpersonal skills and administrative techniques to ensure successful delivery of all managed and support services to Clever Devices customers. Their actions ensure customer satisfaction, fulfilment and retention. They advocate on behalf of the customer internally, communicating information and providing operational recommendations to strategic plans/projects. They will work with the operations team to forecast vehicle & solution deployment, develop preventive maintenance plans, prepare and complete action plans; implement changes, customer-service standards; assist to resolve problems; identify service trends and determine system/process improvements. They are also expected to own the communication and management of any service issue or escalation internally and externally. They are responsible for ensuring timely and efficient service to our customers. This position will be responsible for Clever Devices’s most demanding clients.
Depth of Knowledge Required High level of Customer Success/Service knowledge with the customer facing skills to go along with. Additionally, should have a good understanding of analytics, reporting, service improvement, and general business acumen is required. Public Transit experience preferred. This position is responsible for the success of all managed and support services for assigned accounts, as well as ensuring and maintaining a high customer satisfaction across all services at all times.
Internal & External Relationship Responsibilities The Clever Customer Success Manager regularly influences internal and external stakeholders in achieving beneficial outcomes. The Clever Customer Success Manager is the primary point of contact for assigned accounts. This position will make recommendations to internal and external stakeholders about account related issues and ensure resolution of problems in conjunction with assigned team members. This position requires proactive planning, clear communication, expert execution and team work to coordinate resources within Clever Devices to support assigned accounts. This position must regularly communicate answers to complex questions and respond to detailed inquiries regarding client issues or concerns. This position determines Customer Success requirements by maintaining regular contact with customers; visiting operational environments; conducting surveys; benchmarking best practices.
Key Responsibilities
Clever Devices is an Affirmative Action/Equal Opportunity Employer The compensation range posted for this position represents the anticipated minimum and maximum compensation for this position based upon a good faith and reasonable estimate. The exact compensation offered will depend on several factors such as the candidate’s experience, skills, training, education and/or physical location; internal equity; and, budget.
This job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee. Duties, responsibilities, and activities may change, or new ones may be assigned at any time with or without notice based on business need.
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