IntelliTrans, LLC (ITL), a subsidiary of Roper Technologies, Inc. (NYSE: ROP) is seeking a Customer Success Manager II or Sr., to join our team in hybrid and/or remote in Conway, Arkansas, or remote.
Job Summary:
The Customer Success Manager II is responsible for assuring customer engagement, development and retention by establishing and maintaining long term relationships with representatives from assigned accounts, up selling software products and services, researching and resolving customer problems, recommending modifications to products and service lines, and ensuring the overall quality of the customer’s experience with IntelliTrans. Understanding customer supply chain, benchmarking capabilities, transportation markets and making recommendation of improvements and cost savings.
Advanced understanding of customer/transportation problems and the ability to sell IntelliTrans solution sets to solve.
Essential Duties and Responsibilities:
Include the following. Other duties may be assigned.
- Maintain quality customer relationships by delivering exceptional customer service, establishing rapport with decision-makers, and researching, identifying and meeting customer needs and expectations.
- Liaison between the client and cross-functional internal teams to ensure the timely and successful delivery of our solutions according to customer needs.
- Proactively manage contract renewal process for assigned accounts.
- Manage the creation and review of customer scorecards and ensures IntelliTrans’ fulfillment of contractual commitments.
- Utilize analysis and interpretation of data (i.e., Tableau dashboards) to provide feedback and recommendations to customers regarding their use and ROI of our products and services
- Provide demo support, meeting preparation/post-mortems, and meeting follow-up with customers.
- Subject matter expert on both IntelliTrans' solutions and the customer’s logistics processes.
- Increases product knowledge within the market by displaying or demonstrating product features and benefits.
- Build and demonstrate understanding of the industry in which the customer resides and general transportation/supply chain needs. Utilizes this knowledge to guide clients’ use of IntelliTrans solutions to improve efficiency and reduce overall costs.
- Within assigned account base, promotes sales by contacting representatives, leads, and/or prospects and presents IntelliTrans’ products and services, including accurate descriptions of product features and benefits, quoting current pricing, and generating sales.
- Develop sales by up selling and migrating current customers on products/services and expansion.
- Provide product information by answering inbound calls and questions from customers.
- Recommend changes in products, services, and policies and assists in developing and implementing agreed upon improvements.
- Assist with the development of forecasts, budget, marketing plans, and collateral materials as directed.
- Travel is required, up to 30%, to visit with key accounts.
- Attend trade shows as requested.
QUALIFICATIONS AND BACKGROUND
Education:
Bachelor’s Degree or equivalent work experience required.
Experience:
Minimum 2 to 6 years of previous Account Management, or related experience in customer relationship management
Skills:
- Strong communication skills: written, verbal and listening
- Ability to organize and prioritize addressing multiple accounts; consistent in follow up with customers
- Strong drive to achieve goals and to exceed customer expectations
- Ability to influence/leverage through others to complete tasks
- Can build and demonstrate understanding of the industry in which the customer resides and general transportation/supply chain needs
- Comfort with utilizing and communicating metrics
