Associate Customer Success Manager

Summary

Join Fleetio's expanding Mid-Market Customer Success team as an Associate CSM! You will build relationships with medium-sized organization customers, guiding them to achieve their goals using Fleetio's platform. Responsibilities include consulting on best practices, conducting strategic meetings, nurturing customer advocacy, and identifying areas for improvement. You'll analyze customer needs, internally advocate for them, and manage expectations. The ideal candidate possesses 2+ years of SaaS customer-facing experience and strong analytical and communication skills. Fleetio offers a collaborative and supportive environment with excellent benefits.

Requirements

• 2+ years of experience in a customer-facing role in a SaaS environment (experience in customer success or support with an emphasis on increasing customer satisfaction, adoption, and retention)
• You have experience working with CRM systems (Salesforce), online project management tools (Asana), internal communication tools (Slack) and Google Sheets, Google Docs, etc
• You enjoy and are comfortable interacting with every level of customer. You have impeccable written and verbal communication skills
• You aren't just completing tasks, you're also thinking strategically about the big picture
• Your work is meticulous and precise when executing a task — when it comes to details, you are painstakingly accurate and consistently thorough
• You can use metrics to identify needs as well as to tell a compelling story
• You’re a strong team player but also a self-starter who can work autonomously
• You’re empathic — you want to help and serve our customers to become natural Fleetio evangelists
• You are passionate about organization and can adhere to and improve organizational systems. If there is a way to reduce redundant work, you're on it
• Comfortable with change, experimenting, and trying new ideas

Responsibilities

• Be the primary relationship for a global portfolio of hundreds of Fleetio customers in medium-sized enterprises
• Consult on asset management best practices via scalable channels (emails, videos, webinars, and other communications) to help our customers meet their goals both inside and outside of the Fleetio platform
• Establish a trusted advisor relationship with customers allowing you to advise on ways to get more value from our products and services
• Research, craft, and host effective strategic meetings with customers (Success Reviews, Adoption Reviews, etc.)
• Nurture customers for advocacy to create additional word of mouth
• Understand, articulate, and document your customer's challenges
• Internally advocate for your customers' needs and issues
• Manage your customer's expectations, making sure they are heard and expressing empathy while effectively managing their account escalations
• Measure, track, and analyze customer success efforts to identify areas for enhancement
• Work to identify and/or develop cross-sell opportunities to share with our Account Management team to help fleets streamline their operations and consolidate additional workflow into the Fleetio platform

Preferred Qualifications

Previous experience in the fleet, telematics, and/or automotive space is considered a plus

Benefits

• Multiple health/dental coverage options
• Vision insurance
• Incentive stock options
• 401(k) match of 4%
• PTO - 4 weeks
• 12 company holidays + 2 floating holidays
• Parental leave- birthing parent (16 weeks paid) non-birthing (4 weeks paid)
• FSA & HSA options
• Short and long term disability (short term 100% paid)
• Community service funds
• Professional development funds
• Wellbeing fund - $150 quarterly
• Business expense stipend- $125 quarterly
• Mac laptop + new hire equipment stipend
• Monthly catered lunches
• Fully stocked kitchen with tons of drinks & snacks
• Remote working friendly since 2012 #LI-REMOTE