PTV Logistics · 2 days ago
Strategic Customer Success Manager (m/f/d)
United States
Full-time
Hybrid
Mid, Senior LevelPTV Logistics is a leading global software company for transportation logistics, specializing in route planning optimization. They are seeking a Strategic Customer Success Manager to design and execute the Strategic CS program framework, lead customer engagement initiatives, and monitor departmental KPIs to ensure program success.
Information TechnologySaaSSoftware
Responsibilities
Design and document the standard Strategic CS program framework (‘A’ customer segment)
Be the primary owner of the Strategic CS Program Framework assets, making sure there is a change control and management in place
Develop best practices packages for consistent program delivery
Enable CS team members on using the Strategic Framework and assets
Communicate the vision and strategy of the team to the wider company
Lead on-site program delivery and customer workshops
Drive executive-level relationships with key strategic accounts (including own portfolio of accounts as well as the overall team’s accounts: when needed, attending on-site meetings, customer events,etc..)
Ensure successful program adoption and value realization
As the team leader is owning the accounts, the responsibilities of the Strategic CSM are also applicable for account owner
Monitor and manage departmental KPIs, including churn management, revenueretentionand growth
Utilize customer data to make informed decisions on Customer Success strategy, team performance, and customer engagement
Report on program progress and success metrics
Qualification
Required
You have a min. bachelor's degree and several years of relevant professional experience
Own retention and growth metrics for the team's collective book of business
Ensure clear documentation of programs, customer segment health and team performance
Proactively identify customer risk and growth opportunities and allocate team resources accordingly
Escalate issues in a timely manner to senior leadership with recommended solutions
Report on team KPIs, program effectiveness and customer outcomes to leadership
Drive consistent and high-quality delivery of scale programs across the team
Champion a data-driven culture, continuously optimizing programs based on metrics and customer feedback
Company
PTV Logistics
PTV Logistics offers software components for logistics and transportation optimization, route planning, and geographic data analysis.
Founded in 1979
201-500 employees
Funding
Current Stage
Growth StageCompany data provided by crunchbase