Customer Success Manager - Scaled

Description

Do you have a knack for understanding clients' needs to solve challenges quickly? Do you love working with people to help them achieve their desired outcomes? If so, keep reading…

The customer success team at RTA is looking for a Scaled Customer Success Manager AKA Checkpoint Analyst. Drive the post-sales journey for RTA's scaled customers, keeping everything running smoothly with product expertise, planning, and project management. You’ll quickly shift gears to build strong customer relationships at every turn. Our CSMs stay in the fast lane of product knowledge, working to constantly tune up your understanding to help customers accelerate their business with smart, high-octane recommendations. You will spot the roadblocks early by identifying churn risks and partner with the team to deliver pit-crew-level customer engagements, ensuring the ride is smooth and successful.

Ready to take the wheel? The Scaled Customer Success Manager plays a key part in the success of our company and our clients.

Someone Who

What We’re Looking For

• Practices Extreme Ownership.
• Knows how to ask next level questions to get the "Why" behind the "What" and isn't afraid to ask the questions to dig deep for understanding.
• Is great at organization, time management, and task management.
• Feels at home working as a member of our Customer Success team. This means they aren’t afraid to mix it up or be held accountable by their team.
• Loves to read, learn, grow, and stretch themselves. Bonus points for each book they’ve read by Patrick Lencioni.
• Thinks of themselves less, while not thinking less of themselves.
  
  

Specifically For This Job, Someone Who

• Is comfortable working with clients via phone and zoom meetings.
• Has 2 years of experience behind the wheel in Sales, Sales Development, or Customer Success
• Is a Master of onboarding, retention, renewals, and upsells, keeping the customer journey in the fast lane
• Is a pit crew pro—able to train, advise, and rev up clients to get the most out of the product
• Can shift gears with Account Managers to turbocharge revenue and expand relationships across teams
• Has a track record of overachieving goals—you’ve crossed the finish line in style
• Is a smooth talker with excellent attention to detail, ready to steer cross-functional teams toward success
• Can handle post-sales pit stops with ease, ensuring a smooth ride from start to finish
• Keeps an eye on the churn radar, working with the team to avoid any breakdowns
• Analyzes the customer data engine, suggesting strategies to keep clients cruising toward success
  
  

Bonus Points For

• Fleet management/Fleet SaaS experience
  
  

Key Results Areas (aka the Job Outcomes)

• Customer Engagement: Build and maintain strong relationships with clients to understand their goals and challenges, ensuring a deep understanding of their business needs.
• Product Expertise: Develop a comprehensive knowledge of our products and services to effectively guide customers on best practices and solutions.
• Proactive Problem Solving: Anticipate customer needs and proactively address potential issues, ensuring a seamless customer experience.
• Customer Advocacy: Act as a customer advocate within the organization, collaborating with cross-functional teams to drive customer success and satisfaction.
• Hungry for Success: Demonstrate a relentless pursuit of customer success, consistently seeking opportunities to exceed expectations and drive value.
• Humble Approach: Approach challenges with humility, actively seeking feedback, and continuously learning to improve both individual and team performance.
• Smart Decision-Making: Use of emotional intelligence to analyze issues, evaluate potential solutions, and create and implement a plan.
  
  

Feeling confident that this is in your wheelhouse?

Qualifications

OK, the boring HR part of the job posting that looks like every other posting out there, but it’s necessary:

• At least 2 years of work experience in either Fleet Management OR At least 2 years’ experience working in a SaaS organization in a customer facing role.
• Basic proficiency in MS office products and CRM Software
• Excellent verbal and written communication skills
• Self-motivated and self-directed while also being team oriented
• Good follow-up skills, adaptability to process changes, and a strong sense of ownership.
  
  

The Bottom Line

We are really looking for people who are ideal team players, with an intensity around customer service, and a passion for education and growth.

Total compensation for the role is between $65k and $80k, depending on experience. This is a full time, in office role.

About Us

RTA was established in 1979 and has the reputation of providing the best customer service in the market. Our mission is to bring clarity, confidence, and peace of mind to Fleet Managers, by empowering them to save time, decrease costs, and make our roadways safer. We pride ourselves on creating a caring, family-oriented atmosphere for both staff and clients, and love that our work makes a positive impact on all the lives we touch. Our clients carry kids in school buses, first responders in emergency vehicles, patients in ambulances, food and medical supplies in trucks, and people taking the bus or train to work. We do meaningful work, and we want our clients to have the best tools available to them.

If all of this sounds like you, and your type of company, then click apply!