Migrations

The Strategic Customer Success Manager will own the migration project, coordinate efforts by working cross-departmentally, and act as the liaison between the customer and Traxero stakeholders ensuring that all parties are kept informed on needs, actions, obstacles and timelines.  This individual will work through both the Tracker and Omadi books of business in cohorts prioritized by health and value with the assistance of the Director of Customer Success.   They will then qualify the best-fit product by holding discovery sessions around their business processes and growth strategies either onsite or remotely, selling the new product, securing the commitment to migrate and mapping out and executing the migration from start to finish.

Strategic Accounts

The Strategic Customer Success Manager will be the primary point of contact to 25 - 50 strategic accounts defined by company maturity, value and expansion potential.  Responsibilities will include but are not limited to onboarding and implementation of Traxero products across the customers’ business onsite or remotely, training stakeholders and end users on the product and best practices, upselling and qualifying cross-sell opportunities for other Traxero products, and ensuring the retention of strategic accounts.  This individual will engage with our strategic accounts proactively using health scoring and data found within the systems and software used within Traxero.

Core Responsibilities

Reporting to the Director of Customer Success, your primarily responsibilities will include, but are not limited to the following:

• Proactive engagement and strategic questioning to qualify best fit products for our customers

• Prioritization of accounts based on preset attributes and segments 

• Stay abreast of product changes utilizing cadences and open lines of communication with Product 

• Work cross-departmentally to scope migrations based on customer needs and product capabilities

• Project manage migrations and act as the liaison between Traxero stakeholders and the customer

• Collect and relay customer feedback and questions ensuring timely resolutions and responses

• Travel to customers to perform some responsibilities such as discovery sessions and onsite trainings 

• Train and educate your customers on the TMS and share best practices and advice

• Utilize PlanHat, Salesforce, FreshDesk and other tools to execute playbooks, monitor customer health and report on retention to maximize outcomes

• Identify and qualify cross-sell opportunities to send to the sales team

• Identify and upsell additional licenses when appropriate

• Proactively engage clients throughout their life with Traxero to gauge customer sentiment and prevent churn

• Field cancellation requests and handle objections to prevent customer churn

• Foster relationships with Decision Makers, champions and users to effectively manage stakeholders and spread Traxero evangelism across your customers’ organizations

• Work directly with the Director of Customer Success to optimize the customer journey

Requirements and Experience:

• Highly organized and able to multi-task

• Self-driven and proactive nature

• Excellent communication and interpersonal skills

• High computer literacy and ability to learn new software

• Innate curiosity and passion for service

• Knowledge of customer success processes and principles

• Associates or Bachelors degree in business or related field, or equivalent experience

• Experience working within the towing and roadside assistance industry

• Working knowledge of Traxero TMS solutions