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Careers

Customer Success Specialist

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 small businesses.

Overview:

The Customer Support Specialist (CSS) is the primary representative of the company as customers approach their renewal date . Their involvement will begin during the adoption stage and will have regular contact with the customers to ensure they are using the platform as purchased, uncover growth opportunities, and work with them in improving customer advocacy.

This position is responsible for coordinating with customers to provide pricing quotes for renewals, add-ons, and upsells and then successfully and efficiently close those opportunities. In addition, this is responsible for encouraging customers to become Zubie Crew advocates to

This position is remote and would be required to travel to headquarters when necessary.

What You’ll Do:

  • Manage all opportunities within assigned customer portfolio and perform research to understand customer health and account status as it pertains to those accounts
  • Coordinate with SMB CSM’s to strategize on renewals, add-ons and upsells for their customers to maximize bookings
  • Be proactive when conducting discovery with customers on opportunities and handle any objections to ensure predictability of successfully closing those opportunities
  • Negotiate with customers on opportunities to prevent churn and secure optimal terms
  • Employ pricing strategies that meet the Company’s standards, policies, and procedures
  • Generate pricing quotes for renewals, add-ons, and upsells
  • Manage your assigned 30, 60, and 90 day opportunity pipeline, weekly and daily forecasts and meet regularly with Director of Customer Success to review
  • Meet and exceed renewal targets and quotas
  • Maintain a detailed understanding of products and services, assist customers with questions and suggest the best products for their needs
  • Communicate effectively with both internal and external senior management to understand customer needs, maximize adoption and growth, and communicate learning
  • Prepare necessary documentation or visuals for client to show quarterly performance, analyze trends, identify opportunities of business improvement through Zubie products and services
  • Work with the sales and marketing team to acquire customer testimonials and referrals
  • Collaborate with the Director of Customer Success on outreach strategies to increase customer engagement, drive growth, and maintain high levels of customer retention

What We’re Looking For:

  • BA/BS with 2-3 years experience in Customer Success, Account Management, Customer Support, Renewals, or similar customer-facing role
  • Demonstrated ability to increase customer satisfaction, adoption, upsell, growth, and retention
  • Previous sales or negotiation experience
  • Passion for technology and for being part of a fast-growing SaaS and IoT company
  • Strong strategic planning and project management skills with demonstrated ability to prioritize time and tasks quickly and effectively
  • Bias for action with a driven, self-motivated, and “can do” attitude
  • Capable of performing consistently at high levels of activity
  • Experience working with cross-functional teams (ie. Sales, Product, Marketing, and Engineering)
  • Strong oral and written communication, problem-solving, and interpersonal skills
  • You’re a driven and motivated individual, eager to learn, and a desire to serve customers
  • Strong team player, self-starter, and thrives in a multitasking environment who can quickly adjust priorities
  • Superior customer service skills and attention to customer needs
  • Proficiency in working with MS Office applications
  • Candidate submitting an application must have legal authorization to work in the United States

Preferred Qualifications:

  • Experience delivering technology-driven solutions with a SaaS company
  • Experience with Hubspot or comparable CRM
  • Experience with Zendesk