Customer Success Manager

• Develops trusted advisor relationships with key accounts and customer stakeholders.
• Resolves, escalates, and manages the resolution of challenging client requests and/or complex account demands.
• Assesses customer needs, identifies customer requirements, and develops cohesive plans that improve the customer’s adoption of the Fleetworthy program to the mutual benefit of the customer and Fleetworthy.
• Evaluates client data such as revenue, violation, bypass and toll usage, to prepare relevant and accurate reports and implement action plans as needed.
• Schedules and prepares regularly occurring customer business reviews to set objectives, provide recommendations for program optimization and identify shortfalls in customer engagement.
• Continually seeks and communicates improvements to enhance customer satisfaction.
• Collaborates with the marketing and sales departments to brainstorm new campaigns and obtain Customer Reviews.
• Solicits customer feedback to inform new concepts for products/services; collaborate with the sales team to find new opportunities for account growth.
• Ensures attainment of both performance and activity-based goals on a quarterly basis and proactively engages resources available to achieve them.

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