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Highway · 7 hours ago

Enterprise Customer Success Manager

United States

Full-time

Remote

Mid, Senior Level

Highway is a company that places a high value on customer trust and satisfaction. The Enterprise Customer Success Manager will be responsible for managing the full customer experience, ensuring retention, satisfaction, and revenue expansion through effective communication and technical support.

Information TechnologyOnline PortalsSoftware

Responsibilities

Manage the customer relationship post go-live to ensure customer retention and high customer satisfaction, doing regular consultations with customers to ensure the application is optimized per the customer’s needs

Manage the customer experience from front to end, onboarding of customers throughout the life of the customer on Highway’s platform

Ensure the best ongoing engagement throughout the customer’s lifetime, reviewing technical configurations appropriate to the customer’s needs for an optimized platform experience

Putting forth and enacting a communications strategy that maintains and fulfills high customer satisfaction

Conducting customer success reviews bi-weekly, monthly, quarterly and engaging internally to resolve outstanding concerns

Highly skilled in demonstrating the technical capabilities of the product in order to optimize the customer’s experience and ensure a long-term customer relationship

Providing ongoing support to existing customers and resolving issues

Work closely with other internal teams to provide customer insights that state additional sales and service opportunities

Qualification

SaaS Customer SuccessAccount ManagementTechnical DemonstrationsSalesforceIntercomChurnZeroTechnical Applications ManagementCustomer Relationship ManagementTransportation Industry ExperienceNegotiationBachelor's DegreeCommunication SkillsInterpersonal SkillsProblem Solving

Required

Highly experienced in SaaS Customer Success and Account Management, preferably in the transportation industry

Experienced in managing technical applications, working cross-departmentally with technical teams as required to ensure optimization of Highway's platform

Highly skilled in delivering technical demonstrations to customers to ensure their account is fully optimized, highlighting the product and customizing solutions per their need

Proficient at managing customer relationships and communicating with C-Level, Senior Leadership and technical leaders within an organization

Highly skilled in negotiation, contract creation, negotiating business outcomes favorable to Highway while solving customer's needs

Ability to work independently and manage customer needs autonomously by thinking outside the box for customer solutions

Exceptional communication and interpersonal skills