Position Summary: The Customer Success Manager will oversee the day-to-day customer interactions for our growing Grote Networks business unit. They'll contribute to a high-performing support team, create scalable processes, and redefine what exceptional customer experience means in the connected technology industry. They're responsible for delivering top-tier, 24/7/365 service that exceeds customer expectations. This person must communicate clearly and proactively, always on the lookout for ways to increase satisfaction and continuously refine how we serve our customers. They should bring the kind of energy and adaptability that thrives in a startup-like environment. Most importantly, they must have an entrepreneurial mindset, owning their work, thinking on their feet, innovating on the fly, and pushing our business forward every single day.
Position Duties: - - Supports and leads all customer support activities.
- Guides new customers through setup, product training, and best practices to facilitate early success and faster adoption.
- Monitor usage and trailer health metrics to identify trends, potential risks, and opportunities to optimize usage and customer satisfaction.
- Technical troubleshooting of trailer electrical systems, telematics systems, cellular and Bluetooth connectivity.
- Offer recommendations for additional features or use cases based on the customer's needs and objectives.
- Create and maintain documentation, FAQs, and instructional materials to support customer self-service.
- Gather and synthesize customer feedback to influence the product roadmap, ensuring it aligns with market needs and customer expectations.
Requirements: A bachelor's degree in engineering, marketing, or related area of focus or comparable experience, and a minimum of 10 years of professional customer service experience and 5 years of experience in management positions. Prior experience in the commercial semi-trailer industry is a plus. The ability to travel up to 25% of the time is necessary. Proactive thinking and problem-solving skills as well as the ability to influence others and show initiative is expected.
