Customer Success Manager

Job Description

Job Description

As THE leader in transit technology, Clever Devices, (Hitachi Rail CD U.S. Ltd.) vision is to make meaningful contributions to worldwide mobility. Our goal is to be the leading provider of exciting technology that improves the quality of mobility in communities around the world. We are continuing to grow, and are looking for a Customer Success Manager to join our team.

The Customer Success Manager will apply knowledge, experience, interpersonal skills and administrative techniques to ensure successful delivery of all managed and support services to Clever Devices customers. Their actions ensure customer satisfaction, fulfilment and retention. They advocate on behalf of the customer internally, communicating information and providing operational recommendations to strategic plans/projects. They will work with the operations team to forecast vehicle & solution deployment, develop preventive maintenance plans, prepare and complete action plans; implement changes, customer-service standards; assist to resolve problems; identify service trends and determine system/process improvements. They are also expected to own the communication and management of any service issue or escalation internally and externally.  They are responsible for ensuring timely and efficient service to our customers. This position will be responsible for Clever Devices’s most demanding clients.

Depth of Knowledge Required

High level of Customer Success/Service knowledge with the customer facing skills to go along with. Additionally, should have a good understanding of analytics, reporting, service improvement, and general business acumen is required. Public Transit experience preferred. This position is responsible for the success of all managed and support services for assigned accounts, as well as ensuring and maintaining a high customer satisfaction across all services at all times.

Internal & External Relationship Responsibilities

The Clever Customer Success Manager regularly influences internal and external stakeholders in achieving beneficial outcomes. The Clever Customer Success Manager is the primary point of contact for assigned accounts. This position will make recommendations to internal and external stakeholders about account related issues and ensure resolution of problems in conjunction with assigned team members. This position requires proactive planning, clear communication, expert execution and team work to coordinate resources within Clever Devices to support assigned accounts. This position must regularly communicate answers to complex questions and respond to detailed inquiries regarding client issues or concerns. This position determines Customer Success requirements by maintaining regular contact with customers; visiting operational environments; conducting surveys; benchmarking best practices.

• This position handles and is expected to protect all internal confidential information and must utilize discretion and judgment based on company policies and procedure.
• Manage and leverage relationships with internal and external stakeholders in order to achieve high customer satisfaction and retention.
• Utilizes a network of relationships to collect and disseminate information, build support, and secure buy-in to achieve desired objectives

Key Responsibilities

• Coordinate and contribute on weekly/monthly/quarterly/annual meetings with customers to present call and incident data, activity, utilization, trends, analysis, health, status, risks, and recommendations
• Detailed understanding, reporting on, and delivery to SLA’s and SLO’s
• Solicit feedback on customer satisfaction using survey, scorecards, etc.
• Ensure all stakeholders are aware of requirements of maintaining high customer satisfaction
• Proactive management of operational runbook for assigned accounts
• Auditing the performance of the Clever Devices TAC and Field Service for assigned accounts
• Review and comment on SOW development for new opportunities
• Onboarding of customers to support phase
• Ensure customer information accuracy across all platforms and databases
• Responsible for conveying customer requirements during creation of new policies and procedures
• Tracking, reporting and resolving escalations
• Building relationships internally and externally
• Organize and manage upgrades and other small, non-deployment customer projects
• Planning, drafting, implementing and communicating Continuous Service Improvement plans
• Identify and assist in additional end user training and adoption opportunities
• Identify new revenue opportunities
• Track and manage service renewals
• Delivering customer communications and incident reports
• Identifying, tracking, reporting and processing Change requests related to service
• Uses knowledge of general financial and accounting principles to understand and communicate how decisions affect bottom line for assigned accounts
• Work collaboratively across all organizational levels including executives, managers, front line, technical subject matter experts, and IT etc.
• Continuously improve Customer Success Management process and methodologies
• In depth understanding of operational service delivery key performance indicators
• Strong customer orientation and ability to interface with VP level management in customer environments
• Create SOPs for their position
• Other duties as assigned

Clever Devices, (Hitachi Rail CD U.S. Ltd.) is an Affirmative Action/Equal Opportunity Employer

The compensation range posted for this position represents the anticipated minimum and maximum compensation for this position based upon a good faith and reasonable estimate. The exact compensation offered will depend on several factors such as the candidate’s experience, skills, training, education and/or physical location; internal equity; and, budget.

In addition, Clever Devices, (Hitachi Rail CD U.S. Ltd.) offers a variety of benefits to eligible employees, including health insurance coverage, wellness and family support programs, life and disability insurance, retirement savings plans, paid leave programs, education-related programs, paid holidays and time off, and many others, depending on the level and position offered. Many of these benefits are subsidized or fully paid for by the company.

This job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee. Duties, responsibilities, and activities may change, or new ones may be assigned at any time with or without notice based on business need.