Customer Success Manager

Overview

About CameraMatics: Digital, IoT and AI technologies are fundamentally transforming how businesses across all industries operate and deliver value to their customers—and those who operate vehicle fleets and mobile workforces have in many ways been leading the way. That’s why in 2016 we founded CameraMatics. The Internet of Things, for us, is an opportunity to speed up, deepen and enrich the critical collaboration between often remote and mobile teams. It should empower people. Our vehicle operations cloud platform is defined by the needs of the mobile workers, fleet managers and others that use it to digitize and automate manual processes and deliver on the transformational promise of these cutting-edge technologies.

Job Summary

CameraMatics is looking for a Customer Success Manager (CSM) to work with our largest customers that are based in IRE, to ensure they receive value from their solution investments into CameraMatics. You will work with these accounts, drive progressive adoption and value realisation, and deliver an overall high-quality experience that results in increasing NPS and ultimately, strong retention. You will learn about your customer’s business goals and objectives so you can develop effective success plans that drive achievement of their goals and intended outcomes. You will act as a trusted advisor building a consultative relationship with key stakeholders within your customer portfolio. You love understanding a product in depth and educating customers on how it can benefit their business. If you love working with customers to deliver value and an outstanding experience in a fast-paced environment, then we want to talk to you.

Responsibilities And Duties

• Manage all strategic post-sales activity for CameraMatics customers through progressive adoption activities, relationship-building, product knowledge, planning and execution.
• Maintain a deep understanding of the CameraMatics product portfolio and speak with customers about the most relevant features/functionality for their specific business needs.
• Ensure that a plan is in place with each customer to drive positive outcomes and improve the time value is realised from our solutions
• Increase customer retention by conducting regular check-in calls for tactical items and perform strategic business reviews
• Seek out expansion, cross-sell and up-sell opportunities through intimate knowledge of our customers’ business, roadmap, strategies, initiatives, goals and articulate how CameraMatics solutions can help them achieve their business outcomes
• Monitor accounts to identify churn risk and work proactively with the broader account team to eliminate that risk and guide our customers to a successful renewal
• Partner with our professional services team to engage with customer executives and line-of-business stakeholders.
• Analyse usage patterns, KPI’s and other methods to provide insight and that show the ROI achieved through the use of our solutions.
• Develop strong relationships with Sales, Customer Care, E-Learning, Product Solutions and Operations to ensure alignment and partnerships to support sales thru services selling.
• Be able to communicate technical concepts in business or technical terms and manage tier 1 support levels without needing to raise support tickets.
• Partner with Customer Support to ensure appropriate knowledge transfer is conducted and to support the team when challenges arise.
• Work closely with Product, Customer Care, Engineering on identification and tracking of enhancement requests and bugs.
• Function as the “voice of the customer” and provide internal feedback on how CameraMatics can better serve our business and the customers.

Qualifications & Skills

• Prince2 or Degree would be preferable
• Strong commercial understanding and experience in managing a PnL.
• 5+ years Prior CSM or account management experience
• Strong communication skills and technical aptitude
• Familiarity with Salesforce, CSM/CRM tools and other Software-as-a-Service is a plus
• Self-motivated team player who has fresh ideas when it comes to user adoption and churn mitigation strategies
• A real go-getter who takes the initiative to get things done
• Enjoys working closely with customers to deliver value and outstanding experience
• Self-motivated with the ability to own and drive initiatives to completion
• Background in the Media & Entertainment industry and knowledge of tools used for music and video creation and production is a plus