What are the responsibilities and job description for the Customer Success Manager position at Michelin Inc?
The Opportunity
NexTraq, a Michelin Group Company, is seeking a dynamic and driven Customer Success Partner to join our team. In this position, you’ll be responsible for helping our customers in the North American market extract maximum value of our solutions.
In this role, you’ll assist our company’s sales efforts in a collaborative matrixed environment to train prospects who are trialing our products, onboard our customers, and provide ongoing, pro-active support throughout the life cycle in cooperation with the sales and operations teams.
The position is responsible for the Mid West region (AZ,CO,ID,KS,MN,MT,ND,OK,TX) and will have 50% travel.
What You’ll Do
Onboard new customers to ensure they extract as much value from our solutions while proactively building relationships, identifying, and mitigating risk and expanding product adoption.
Ensure installations with the operations area and / or service providers are completed.
Send welcome letter and initiatives personalized contact with client
Implement professional design and delivery standards for training based on thorough customer needs analysis and tailor the content to the customer’s need.
Provide training support for pilots and trials with potential and existing customers based on the pilot objectives.
Conduct regular account health checks and reviews and present to customer the status, gaps and opportunities to optimize adoption and usage so clients realize full value of their investment.
Review and monitor Service Level Agreements (SLA).
Provide ongoing training to customers as offers evolve and personnel changes occur.
Support the sales team by presenting details / functionalities and benefits of the system.
Develop and manage a master schedule (calendar) for customer training sessions.
Arrange training logistics (resources reservations, participant invitation letter) and prepare the teaching room (virtual or in-person), content/participant material, exercises, training documentation and evaluations.
Facilitate training sessions.
Evaluate a participant’s level of knowledge acquired during a training class via an assessment method (what the participants learned versus objectives); recommends validation of the participant’s training, as required.
Conduct satisfaction questionnaires at the end of the session, analyze results and develop improvement action plans as needed.
Assess and improve the impact of the training course in addressing the needs of our external customers and determining any lift to business results.
Ensure the training expenditure is within budget and a positive ROI for the training services provided (including class optimization); develops action plans to optimize expenditures, as needed.
The Ideal Candidate
Bachelor’s degree in Business, Sales, Computer Science or related field required.
2 years of experience in a Customer Success, account management, or consulting role supporting technical products. SaaS experience preferred.
A customer-centric mindset and passion for serving clients.
An ownership, solutions-oriented mentality, the ability to take initiative and strong problem-solving skills.
Excellent verbal and written communications skill set. Ability to communicate complex ideas effectively.
High comfort level in asking clarifying questions to understand customer requirements.
An ability to thrive in an action-oriented, fast-paced, hands-on, cross-functional, diverse, and dynamic work environment.
Preferred location is Atlanta.
Benefits & Perks
As a Michelin Group Company, our “ICARE” corporate culture model defines the company values that guide how we work with each other and with our external customers & partners. Here are some of the other great reasons why our employees say they love to work here…
Competitive Health/Dental/Vision insurance with substantial company contribution
Company-Paid Life insurance policy 401K Benefits with company matching and immediate full vesting/no waiting period
Healthcare benefits with costs 65% lower than the national U.S. average
HSA/FSA Healthcare account options with company contributions of $500/$1000
Short and Long-Term Disability insurance Parental Leave: Additional 3 weeks covered at 100% in addition to standard STD
Competitive paid time off benefits throughout the year allowing employees to maintain work-life balance
Career development programs including access to Michelin’s global online learning/training center
Gym reimbursement program and half-price Weight Watchers discount program
Michelin Tire Rebate Program up to $750/year
Flex Hours and Telecommuting/Remote Work for many departments/positions
Magellan Employee Assistance Program (EAO) – provides free counseling/assistance
Who We Are
NexTraq (a wholly-owned subsidiary of Michelin), is the GPS fleet management solution of choice for a growing number of customers with fleets ranging from 2 to more than 2,000 vehicles. Since its inception, NexTraq has been a pioneer and innovator in the telematics space with its award-winning platform and mobile app.
The NexTraq solution is a cloud-based application that enables service and distribution businesses to optimize fleet operations while reducing operational costs and maximizing revenue. To maintain our top position in the industry, we are looking to continually attract extraordinary individuals who mirror our corporate culture, objectives and possess an entrepreneurial spirit.
NexTraq not discriminate on the basis of race, creed, color, ethnicity, national origin, religion, sex, sexual orientation, gender expression, age, height, weight, physical or mental ability, veteran status, military obligations, and marital status.
