Local Motors, Inc.

Knoxville, TN

Customer Success Leader

Posted over 1 month ago

Job Description

  • Lead LMs customer success strategy and execution including but not limited to call center/s, and tools
  • Lead the deployment and service organizations to build excellence in customer support
  • Perform initial on-boarding of accounts with Local Motors customers, ensuring strong adoption and ongoing engagement throughout the customers lifetime
  • Execute a comprehensive engagement and communications strategy that proactively maintains high customer satisfaction
  • Serve as the Local Motors subject matter expert (SME) providing guidance and addressing challenges on work/ project management and collaboration to customers
  • Perform periodic customer success reviews that confirm satisfaction, resolve issues with the help of the Technical Support team, and expand Local Motors use throughout the account
  • Develop tools, processes and best practices to ensure customers are realizing the greatest possible value from company products and services
  • Use usage patterns to gain insights, provide guidance and increase customer satisfaction
  • Serve as the primary interface to manage and resolve any critical situations
  • Work closely with the Sales and Professional Services teams to share customer insights that inform additional product and service sales opportunities
  • Provide expert customer insight to Product Management, Marketing and Sales on what innovation and continuous improvement is needed in the user experience, product capabilities and features, and customer engagement processes that ensure rapid adoption, usage velocity, high renewal and referral rates in our larger customers, many of which operate at massive scale
  • Exceed all performance targets and customer retention goals
  • Other duties as assigned

Requirements:

  • Account management experience
  • Bachelor's degree in a relevant field is highly preferred
  • Proven ability to maintain highly valuable and outcome-based relationships with a diverse customer account base
  • Outstanding multi-task task management skills across a varied set of responsibilities
  • Passion for working with Local Motors and a desire to deeply understand benefits, use cases, and technical elements
  • Strong communication skills (written, verbal, presentation), with the ability to explain technical subjects to non-technical end user personnel in large enterprises
  • Ability to build credibility and trust by understanding and addressing customer requirements
  • Willing to travel globally based on customer and business needs
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