Senior Customer Success Manager

Summary

Join Platform Science as a Senior Customer Success Manager and help manage and grow relationships with enterprise-level accounts across the country. You will act as a trusted advisor, configuring, training, and integrating Platform Science products into customer environments. This role requires technical and functional knowledge of Platform Science products and services, as well as understanding customer business needs. You will serve as the main point of contact, leveraging Platform Science technology to solve business challenges. The position involves working with new technologies, interacting with major Transportation & Logistics companies, and helping innovate the industry. This role offers opportunities for professional growth and development within a dynamic and collaborative team.

Requirements

• Bachelor’s degree, preferably in a technical discipline
• 3+ years of customer relationship management experience at a technology company providing solutions/services to the Transportation industry
• Ability to learn and stay current on the Platform Science product suite and transportation industry direction
• Strong knowledge of DOT/FMCSA Regulations
• Familiar with Transportation Management System (TMS) products (i.e. TMW, McLeod, ICC, etc.) and route management or distribution software
• Demonstrated experience guiding customers with confidence and integrity
• Excellent planning, organization, and implementation skills
• Strong interest and passion for coaching and mentoring others
• Ability to communicate complex ideas effectively to senior leadership, both verbally and in writing
• Proven experience of understanding, organizing and facilitating through customer requests and concerns
• Accommodate travel up to 50% of the time

Responsibilities

• Act as a trusted advisor for assigned customer accounts and main touchpoint with various Platform Science customers throughout the post-sales customer lifecycle
• Responsible for implementation and long-term account management working across multiple customer teams and with Platform Science Sales, Product Management, Support, and Executive Leadership
• Facilitate Business Reviews (BR’s) with your customers
• Drive customer adoption of Platform Science solutions while ensuring long-term retention
• Work with internal teams sharing customer experiences to help drive product roadmaps
• Strong verbal and written communication skills including strong technical skills with experience documenting requirements, issues and outcomes
• Mentor and train our top customers with a deep desire to help them reach their business goals
• Monitor and identify customer health and utilization trends, provide recommendations based on risk and customers’ business needs
• Identify renewal risk and collaborate with internal teams to remediate and ensure successful renewal
• Effectively manage multiple projects and deadlines at the same time
• Communicate new solutions and innovation roadmap during Business Reviews with your customers
• Increase recurring revenue from your customers (applications, added subscriptions, etc)

Preferred Qualifications

Proficiency with Salesforce is a plus

Benefits

• Medical, dental, and vision insurance
• Short-term and long-term disability insurances
• AD&D and life insurance
• 401k plan
• Paid vacation, sick leave and holidays
• Six weeks of paid parental leave