Customer Success Manager

Are you passionate about ensuring customer success and building strong relationships? Join the Commercial Vehicle Safety Alliance (CVSA) as a Customer Success Manager and contribute to our mission of improving commercial motor vehicle safety. As a nonprofit organization dedicated to this cause, CVSA values the importance of customer satisfaction and ongoing support. In this role, you will act as a trusted advocate for our customers, ensuring their success and driving the adoption and utilization of our products and services.

As a Customer Success Manager at CVSA, you will engage with our customers to understand their goals, requirements, and challenges. You will provide guidance and support throughout the entire customer journey, starting from onboarding and implementation, to training and ongoing support. Your role will also involve proactively identifying opportunities for value-added services and cross-selling to drive customer growth and retention.

We believe that collaboration between government and industry is crucial for road safety, and as a Customer Success Manager, you will have the opportunity to work closely with our stakeholders, commercial motor vehicle safety officials, and industry representatives. By leveraging your engaging and personable communication style, you will build and nurture strong relationships with our customers, helping them achieve their safety objectives.

Responsibilities

• Act as the primary point of contact for our customers, building and maintaining strong relationships.
• Understand the goals, requirements, and challenges of our customers and develop strategies to drive their success.
• Guide customers through the onboarding and implementation process, ensuring smooth and successful adoption of our products and services.
• Deliver training sessions and educational materials to ensure customers have a comprehensive understanding of our offerings.
• Provide ongoing support and assistance to customers, troubleshooting any issues or challenges they may encounter.
• Identify opportunities for upselling and cross-selling to drive customer growth and retention.
• Collaborate with internal teams to gather customer feedback and advocate for customer needs and requirements.
• Stay up-to-date with industry trends and developments to effectively advise customers on best practices.
• Develop and deliver customer success metrics and reports to showcase the value and impact of our products and services.

Requirements

• Bachelor's degree in business administration, marketing, or a related field.
• Minimum of 3 years of experience in customer success, account management, or a similar role.
• Proven track record of managing customer relationships and driving customer satisfaction.
• Engaging and personable communication style, with the ability to build rapport and trust with customers.
• Strong problem-solving and analytical skills, with the ability to identify and prioritize customer needs.
• Experience delivering training sessions and educational materials to diverse audiences.
• Ability to collaborate effectively with cross-functional teams and influence internal stakeholders.
• Proficiency in customer success software and CRM systems.
• Knowledge of the commercial motor vehicle industry and relevant regulations is a plus.

Benefits

• Health Care Plan (Medical, Dental & Vision)
• Retirement Plan (401k, IRA)
• Life Insurance (Basic, Voluntary & AD&D)
• Paid Time Off (Vacation, Sick & Public Holidays)
• Training & Development
• Wellness Resources