Customer Success Manager - Mid-Market

| San Francisco
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Who We Are:

KeepTruckin is on a mission to modernize the trucking industry. With the leading fleet management platform, we are bringing trucks online and fundamentally changing the way freight is moved on our roads. 

We see our hard work rewarded in tangible ways every day and we believe that intelligence is most powerful when paired with humility. We’re motivated by the opportunity to impact and improve every facet of a trillion-dollar industry that touches everyone’s lives. KeepTruckin is proud to be a Forbes Cloud 100 company, a 2020 Career-Launching Company by Wealthfront and named a Forbes Best Startup Employer 2020.

About the Role:

As a Customer Success Manager (CSM), you will report to a Manager, Mid-Market Customer Success and be the face of KeepTruckin for customers with fleets of between 50 and 200 vehicles. Your responsibility will be to ensure that the customer achieves their agreed on value as promised during the sale. You will be accountable to the customer throughout their entire lifecycle, including owning their subscription renewal, collaborating with the Onboarding Project Manager (OPM) through the rollout and to steer qualified leads to expand each about back to the Account Executive who you will also work closely with. In addition, you will become a product expert and own the proactive technical level support for each of your accounts.  Role can be based in San Francisco or Nashville.

What You'll Do:
  • Maintain high levels of customer satisfaction and nurture client health
  • Assist in troubleshooting and solving Tier 2 and Tier 3 product support issues
  • Handle a large volume of email, chat, and phone conversations
  • Own a book of business within existing customers for expansion leads and renewals
  • Work with the sales team to ensure a seamless handoff
  • Prepare and educate customers on new features and product releases
  • Stay up to date on enhancements to products, features, policies, and processes in a rapidly changing environment
  • Perform data-driven Quarterly Business Reviews with customer leadership teams

What We're Looking For:

  • 2+ years prior experience as a CSM or equivalent (owning a renewal target)
  • Ability to build and maintain relationships with clients and their key personnel
  • Receptive to feedback, willingness to learn and embrace continuous improvement
  • Resilience and capacity to deal with pressure and the demands of the workplace
  • Collaborative and works well within a team and cross-functionally 
  • A natural instinct to empathize with users and understand the most important concerns of their business
  • Excellent organizational, project management, and time management skills

Creating a diverse and inclusive workplace is one of KeepTruckin's core values. We are an equal opportunity employer and welcome people of different backgrounds, experiences, abilities and perspectives. 

Please review our Candidate Privacy Notice here.

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Technology we use

  • Engineering
    • GolangLanguages
    • JavaLanguages
    • JavascriptLanguages
    • KotlinLanguages
    • PythonLanguages
    • RubyLanguages
    • ScalaLanguages
    • SqlLanguages
    • SwiftLanguages
    • AWSLanguages
    • PostgresLanguages
    • LinuxLanguages
    • AnsibleLanguages
    • SpringLanguages
    • jQuery UILibraries
    • ReactLibraries
    • ReduxLibraries
    • HadoopFrameworks
    • Ruby on RailsFrameworks
    • PostgreSQLDatabases

Location

Our headquarters are located in the heart of the city’s bustling South of Market (SOMA) neighborhood, a short walk from major public transit lines.

An Insider's view of KeepTruckin

How has your career grown since starting at the company?

I started on our Customer Success team 3 years ago. When I saw we were hiring internally for the Product team, I knew this was an opportunity I couldn’t pass up. Since I joined the Product team, I’ve been paired with a mentor, attended the Women in Product Conference & have been given so many opportunities to continue learning about Product Mgmt.

Breanna

Product Manager

What are KeepTruckin Perks + Benefits

Culture
Volunteer in local community
Partners with Nonprofits
Friends outside of work
Eat lunch together
Intracompany committees
KeepTruckin proudly sponsors Employee Resource Groups. These groups amplify the voices and stories of our employees and create spaces for them to connect, collaborate, and develop their careers.
Team owned deliverables
Team based strategic planning
Open office floor plan
Diversity
Dedicated Diversity/Inclusion Staff
Someone's primary function is managing the company’s diversity and inclusion initiatives
Health Insurance & Wellness Benefits
Flexible Spending Account (FSA)
KeepTruckin employees can contribute up to $2750 annually to their FSA.
Disability Insurance
Dental Benefits
Vision Benefits
Health Insurance Benefits
Life Insurance
Wellness Programs
Retirement & Stock Options Benefits
401(K)
401(K) Matching
Company Equity
Acme offers stock options through its employee profit sharing program, including vesting over a four-year period.
Performance Bonus
Vacation & Time Off Benefits
Unlimited Vacation Policy
Generous PTO
Perks & Discounts
Beer on Tap
Casual Dress
Commuter Benefits
Company Outings
KeepTruckin teams can host outings Quarterly.
Free Daily Meals
We provide breakfast foods and snacks daily. Employees get free lunch every day of the week.
Game Room
Our game room includes Ping Pong, Pool Table, Foosball, Shuffle Board, Video Games.
Stocked Kitchen
KeepTruckin has a fully stocked kitchen including unlimited snacks, coffee, tea and all of the on-tap beer and kombucha you can handle.
Happy Hours
Happy hours are hosted once per month. See our instagram @keeptruckinhq for details!
Recreational Clubs
KeepTruckin has office sports leagues year-round. We currently hold the title for back to back Basketball Champs in the San Francisco Equinox League!
Relocation Assistance
Professional Development Benefits
Job Training & Conferences
KeepTruckin. offers employees professional development opportunities like the ability to attend job related conferences and seminars.
Diversity Program
Lunch and learns
KeepTruckin hosts lunch and learn meetings for our interns bi-weekly and all are invited to attend!
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