Position Description:
About TorqataJob Description
We are looking for a senior, experienced, customer-centric, energetic, analytical, and highly motivated individual to join our Customer Success Team. The Sr. Customer Success Manager is responsible for cultivating and main- training strong relationships within Torqata’s Tire Manufacturer (OE) customer channel, ensuring high levels of customer satisfaction and recognition of ROI, leading to strong adoption, expansion and growth opportunities and continued renewals. The Sr. Manager of Customer success works closely with our Tire Manufacturer partners alongside the Torqata Product Management, Tech and ATD Sales and merchandising organizations to ensure that we deliver on the promise of our SaaS products to our key manufacturer customers.
This person must be analytically driven, entrepreneurial, and a creative problem solver who knows how to both lead and execute. Additionally, this individual will be given ample opportunity to place their thumbprint on a growing and evolving Customer Success function.
Essential Duties & Responsibilities
Serve as a relationship manager, product expert, industry expert and trusted advisor to key customer stakeholders and executive sponsors
Develop customized success plans that both accelerate adoption and provide the customer with a path to achieve their desired outcomes with Torqata.
Establish deep relationships with new and existing customers, identifying their needs, and delivering solutions to maximize ROI.
Ensure each assigned customer understands the ROI/value that Torqata delivers to their business through conducting virtual and/or in-person periodic business reviews to each assigned customer that aligns with their business goals and objectives
Execute on a customer business outcomes-driven strategy to ensure successful onboarding, adoption, retention, renewal, and expansion of your customer portfolio
Manage the contract renewal process
Have a strong understanding of best practices relevant to retaining and growing assigned accounts while mitigating churn risk
Build trust and create meaningful relationships among champions and key leaders within each assigned customer. Create processes and build the tools that will enable the Customer Success function to scale with growth
Anticipate, identify, and forecast risk as well as growth opportunities within your assigned business segment
Identify product improvements or new products by remaining current on customer needs, industry trends, market activities, and competitors
Be the voice of and advocate for the customer internally, and through heavy interaction with key sales and customer council leadership forums
Use quantitative and qualitative feedback to drive customer experience improvements with leadership teams across the company that enhance the Torqata B2B experience
Become an expert of all Torqata products and services, as well as all Torqata product deployment
Ability to travel up to 30% of the time
Qualifications Required
10+ years of experience with prior account management, customer success, consulting experience, preferably within enterprise software or data science
Tire and/or Automotive industry experience is a must, especially Tire & Automotive manufacturing sales or operations experience
Experience with SaaS preferred
Track record of owning customer relationships, overseeing the entire lifecycle of the client, responsible for account retention and growth
Outstanding multi-task management skills across a varied set of responsibilities
Strong communication skills (written, verbal, and presentation)
Proficiency in productivity and customer engagement software suites (MS Office, Salesforce, Churnzero, or similar)
Ability to build credibility and trust by understanding and addressing customer requirements
Effective time management skills, ability to prioritize deliverables
Ability to travel as needed
A consultative approach; the ability to develop rapport and trust with internal teams to achieve broader business objectives and goals
Candidate Skills and Competencies
"Startup Mentality", passion for bringing something new to life
Excellent interpersonal communication, self-learning, analytical, and problem-solving skills, coupled with the ability to work under pressure and tight deadlines
Be adaptable: able to modify the approach to ever-changing circumstances with a proven ability to prioritize and plan
Be an influencer: you will drive behaviors and results in others at all levels and across the organization regardless of reporting structures
Be collaborative: you will not operate in silos; you will break them down and make connections. Empire building is not your thing
Be a listener: you listen to your customers and to the internal team that you work with. You’re always looking for opportunities to enhance the experience of your customers or for ways to help them
Be creative: you’ll be flexible in your thinking, sometimes following the right process is the answer, and sometimes there just isn’t a process for the scenario
Be empathetic: you can see the customer’s perspective and Torqata’s perspective, you have the ability to create win/win outcomes when these perspectives aren’t aligned
Outstanding written and verbal communication skills for audiences at all levels; you can ex- plain complex issues in simple terms and adapt your tone for different users
Self-starter mentality with the ability to navigate a fast-paced environment
Experience developing and executing a profit driven services line of business
Analytical and process-oriented mindset
Deep understanding of value drivers in both recurring revenue business models, as well as Torqata partner business operations (tire/automotive retailers, manufacturers, distributors)
Build a challenging and rewarding career with us!