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Software Operations Manager

Foresight Intelligence
Scottsdale, AZ
  • Expired: over a month ago. Applications are no longer accepted.
Job Description

Foresight Intelligence is looking for a technically savvy Operations / Customer Success Manager who possesses a strong drive for results. Duties for the CSM will include a broad range of tasks such as maintaining ongoing customer relationships, managing hardware and installs, contributing to sales, onboarding/training customers, and minimizing churn. They are able to provide insights on customer-to-business interactions, improve customer experience through product support, and handle customer complaints and requests. The CSM's mission will be to build and lead its team through Implementation, Hardware, and Technical Account Management. Successful candidates must be sociable, analytical, and possess an aptitude for learning telematics and software.

 

Customer Success Manager Responsibilities:

  • Developing and managing success plans for customer onboarding, training, and retention.

  • Partner and work closely within the sales team to define and achieve customers' success criteria, demonstrate ROI, and ensure customer renewal of the product suite.

  • Manage hardware and customer support.

  • Become an expert on our products – understand how they work technically and best practices for how to utilize them and be a trusted advisor to the customer and your team.

  • Manage and oversee the customer journey including end-to-end customer relationships from initial engagement and trial to on-boarding, training, and scaling.

  • Document and maintain key information storage using our CRM (SalesForce) to keep accurate records.

  • Ability to prioritize workload based on urgency; able to delegate tasks, and communicate to a range of audiences including executive management.

  • Support the creation and improvement of processes, procedures, and tools to improve the quality of customer deliverables and communications

  • Conduct customer-specific Admin and User training for standard and custom customers, appropriate for the intended audience

  • Drive retention and growth among our customers by understanding their business needs and helping them succeed, utilizing a combination of best practices, automation, and people.

  • Serve as the responsible party for the onboarding of all new customers and the continuous training of end-users.

  • Manage Implementation, Hardware, and Account Management and collaborate closely with Sales to support customers in trial, renewals, and expansion opportunities focusing on setting up and deploying the right process and strategies.

  • Ensures the capabilities and knowledge of your team keep pace with customer expectations.

  • Assists and makes employment decisions and sets performance standards; trains and coaches staff, writes and conducts performance evaluations.

  • Collaborate with leaders to improve cross-team communication, customer needs, and escalation processes

  • May perform budgetary analysis, reports, or special project work as requested by senior management.

  • Sustain business growth and profitability by maximizing value.

  • Other job duties as required

 

 

Customer Success Manager Requirements:

  • Bachelor’s degree preferably in Communication, Business, or equivalent work experience.

  • 5+ customer success, or account management experience.

  • 3+ years of supervisory or coaching experience (experience building, managing, and guiding a team).

  • Experience working in both an enterprise and start-up environment is a plus.

  • Hardware experience is a plus.

  • The ideal candidate has worked on both the business and technology and construction sides.

  • Equipment industry experience is also a plus.

  • Understanding SQL databases is a plus.

  • Ability to quickly learn, establish rapport, credibility, trust, and respect throughout the organization, and be viewed as a team player.

  • Strong communication and interpersonal skills with an aptitude for building relationships with professionals of all organizational levels.

  • Proficiency in the use of Word, Excel, Outlook, and PowerPoint.

  • Experience with CRM preferable Salesforce.

  • Ability to effectively adapt to changing task priorities in a fast-paced environment.

  • Strong organization, great time management skills, and attention to detail.

  • Demonstrated skill at engaging people via phone and in-person.

  • Empathetic, positive attitude with a desire to help our customers reach their goals.

  • Ability to break down ambiguous problems into concrete, manageable components and think through optimal solutions.

  • Proven ability to juggle multiple account management projects at a time, while. maintaining sharp attention to detail.

  • Takes a high degree of ownership over their work.

  • Travel up to 25%

Company Description
Foresight Intelligence is a private, fast-growing business located in Scottsdale, Arizona. We work closely with our customers and their data, helping them to gain measurable bottom-line benefits. Our culture is that of spirited team players in an environment energized by innovation and continuous improvement. We truly believe it takes an entire team united behind something big. So together, we work hard, we have fun, we brainstorm, we love ideas and we give high-fives in the hallway. Apply if you have spirit, are interested in a career working in an environment where your voice matters and where your actions have a direct, positive impact on the team and on the customer.

Foresight Intelligence

Why Work Here?
We work hard, we have fun, we love ideas and we give high-fives in the hallway. At Foresight, your voice matters!

Foresight Intelligence is a private, fast-growing business located in Scottsdale, Arizona. We work closely with our customers and their data, helping them to gain measurable bottom-line benefits. Our culture is that of spirited team players in an environment energized by innovation and continuous improvement. We truly believe it takes an entire team united behind something big. So together, we work hard, we have fun, we brainstorm, we love ideas and we give high-fives in the hallway. Apply if you have spirit, are interested in a career working in an environment where your voice matters and where your actions have a direct, positive impact on the team and on the customer.

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Scottsdale, AZ
USA

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