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Careers

Customer Success Manager

Remote

Zubie is an IoT, connected-car services, telematics, and data insights leader. Based in Bloomington, MN, Zubie powers business enterprises with real-time information about vehicles and drivers. Its solutions are tailored for the fleet, rental, automotive, and insurance industries, as well as consumers and small businesses.

Overview

The Customer Success Manager (CSM) is the primary representative of the company after a sale has been completed and starts with being onboarded. The CSM involvement will begin early in the sales process to provide the customer the smoothest onboarding experience possible. The CSM takes ownership of the client’s success by:

  • Ensuring the customer is using all our products’ features to maximize their ROI
  • Establishing processes to create more education and user adoption of the platform
  • Removing risk factors for renewal
  • Identifying additional opportunities for the sales team
  • Becoming the client’s most trusted advisor with the goal of complete customer satisfaction
  • Bringing in additional departments assistance as needed

This position will maintain metrics associated with on-time delivery, high standards of quality, and superior customer experience that provide insight and guidance into the effectiveness of our solution. The position will be client-facing and can represent implementation strategy, status, and other relevant information to the organization. The person can work remotely and would be required to travel to HQ when necessary.

What you’ll do:

  • Have a great relationship with assigned customers
  • Coordinate the needs of the customers across multiple internal departments and deliver results
  • Monitor and analyze customer data to identify trends and insights and adjust as needed to optimize customer results
  • Interact with all levels of the customer organization
  • The CSM will be the Project Manager for deployments on the accounts
  • Coordinate delivery and installation of specified equipment and necessary training
  • Attend selected installations and drive/perform training sessions as needed.
  • See to the functionality of the equipment via customer feedback and repair requests
  • Actively contribute to the continuous improvement of Zubie services, systems and resources
  • Act as a trusted advisor and subject matter expert to customers and partners, both internally and externally.
  • Coach the customer on how to become a Zubie solution expert – empowering them towards being self-sufficient
  • Effectively solve ad-hoc customer issues as needed

What We’re Looking For 

  • BA/BS
  • Ideally 6+ years of experience in Customer Success, Account Management, or similar customer-facing role
  • Must be capable of working on multiple projects concurrently with minimal supervision
  • Ability to quickly learn new software & hardware (HubSpot & Zendesk experience a plus)
  • Passion for technology and for being a part of a fast-growing SaaS and IoT company
  • Excellent organizational, consulting, project management and time management skills
  • Bias for action with a driven, self-motivated and “can do” attitude
  • Capable of performing consistently at high levels of activity
  • May be required to work more than 40 hours weekly
  • Demonstrated ability to think flexibly and focus on desired results
  • Experience working with cross-functional teams (e.g.: Sales, Product, Marketing, Engineering)
  • Excellent communication, problem-solving, and interpersonal skills
  • Integrity and trust are core competencies for all employees of Zubie