The Role
We are looking for an Senior Field Customer Success Rep they’ll represent the face of the company and will primarily work with Large, Medium sized customers. They will build and maintain strong customer relationships with our customers while resolving customer issues. The Customer Success Manager must be able to plan and execute daily and weekly, required activities. They must also be adept at multi-tasking, working within a team and other departments that drive successful business outcomes for the customer and for Omnitracs. In this role they must be comfortable using and/or learning new or other communication and automation tools. A great candidate does well with conflict resolution and can thrive in a fast-paced, change – heavy environment. The ideal candidate is goal and detail oriented, dedicated, hard-working, and maintains a positive attitude.
What You’ll Do
- Engage professionally with customer through multiple channels (inbound calls, outbound calls, email)
- Responsible for understanding and managing a subset of customer accounts
- Responsible for Customer Retention by fostering customer relationships and driving customer loyalty.
- Engage in active listening to promptly answer customer queries and concerns
- Work closely with the account manager to compose joint success plans with customers outlining their objectives, timelines and effectively removing any barriers to achieving business value
- Deeply understand the Omnitracs platform’s capabilities and explain them to businesses of all types – long haul transportation, last mite, ready-mix and more
- Manage customer cases to completion as escalated by the customer or internal Omnitracs teams
- Act as an escalation point for the Customer success front line of support
- Take impeccable notes and stay organized through the CRM to manage all accounts.
- Mitigate escalations and resolve customer issues.
- Guide callers through navigating the company site or using products and services
- Be an advocate for the customer, go the extra mile
- Interact with other departments to resolve customer related matters
- Work the call queue during volume spikes
- Continued Development- Learn Industry News, ELD Mandates, Issues Related to Transportation and Updates to Omnitracs Products and Services.
- Ensure team goals, team KPIs, and deadlines are met
- Perform other duties and responsibilities as assigned
What You’ll Bring
- Experience working in a Customer Success environment o
- Solutions-oriented with strong problem- solving skills
- Exceptional customer facing customer skills, the ability to quickly understand customer needs
- Team-oriented and able to build and maintain strong inter-team and inter-departmental relationships
- Excellent verbal and written Spanish communication skills
- Ability to adapt to and learn new applications and platforms
- Ability to work independently with minimal direction
- Ability to address and resolve customer issues independently
- Ability to prioritize projects and escalate issues to the appropriate parties as necessary
- Excellent organization and time management skills
- Willingness to learn and use coaching feedback to improve.