Customer Success Manager

1 month ago

Ottawa, Canada ORBCOMM Full time

**Join Us as Customer Success Manager (CSM)**

Join our team as a Customer Success Manager and take the lead in driving customer satisfaction and retention. In this pivotal role, you'll build and nurture strong relationships with clients, ensuring they achieve maximum value from our solutions. You'll collaborate with cross-functional teams, develop tailored strategies, and be a trusted advisor to help our customers succeed, all while contributing to our mission of delivering exceptional customer experiences.

**Why You’ll Love Working Here**:
As a Customer Success Manager at ORBCOMM, you’ll drive customer satisfaction, retention, and growth by proactively managing a portfolio of clients. Working either with a Business Development Manager or independently, you'll ensure customers realize the full value of our IoT solutions through onboarding, business reviews, and ongoing asset health monitoring. If you're passionate about delivering exceptional customer value and fostering long-term relationships, this is the perfect role for you

These roles can be held in the following locations:
Hybrid in Sterling, VA

Hybrid in Ottawa, ON

Remote in Central, U.S. in CST

Remote in UAE

Remote in Central or Northern Europe.

**What You’ll Do**:

- Customer Retention & Growth: Drive retention by understanding customer needs, optimizing operations, and expanding adoption of ORBCOMM solutions.
- Customer Experience: Ensure high satisfaction and retention through exceptional service and strong relationships.
- Customer KPIs: Align solutions with customer KPIs to maximize product value and achieve business goals.
- Solution Success & ROI: Integrate ORBCOMM solutions to enhance efficiency and drive measurable results.
- Escalation Management: Manage case prioritization, customer remediation, and collaborate with support teams to resolve critical issues.
- Asset Health Analysis: Provide actionable insights from asset data to drive success.
- Business Reviews: Lead semi-annual reviews to assess performance, discuss roadmaps, and align on goals.
- NPS & Case Health: Monitor and improve customer satisfaction (NPS) and case management.
- Customer Training: Deliver product and software training to ensure customers fully utilize ORBCOMM solutions.
- Add-On Orders & Onboarding: Oversee incremental orders and ensure smooth onboarding of new devices.
- RMA Coordination: Manage product repair and replacement escalations to ensure quick turnaround.

**Who You Are**:
You’re self-driven and thrive in a collaborative environment, ready to take ownership of your work. If you have:

- Education: Bachelor’s degree in business, Information Technology, or a related field.
- 5-7 years of experience in Customer Success, Account Management, or a similar customer-facing role.
- Initiative-taking approach, capable of working both independently and collaboratively within a team.
- Strong experience collaborating with Customer Support and Activation Services teams to resolve escalated issues and support customer onboarding.
- Experience working in technology, telecommunications, or IoT preferred.
- Proficiency in Salesforce for CRM management and case management.
- Proficiency in Microsoft Office tools (Word, PowerPoint, Excel) for effective customer communication and presentations.
- Excellent communication, problem-solving, critical thinking, and relationship management skills with diverse stakeholders.
- Exceptional organizational skills to manage multiple customer engagements and initiatives.

Then we want to meet you

**Periodic Travel**:

- Travel Requirements: Be prepared for periodic travel (estimated at 20-30%) to customer sites, industry events, and ORBCOMM offices as needed to support customer success initiatives and maintain strong customer relationships.
- On-Site Engagement: Conduct on-site visits to understand customer needs, provide training, and ensure the successful implementation of ORBCOMM solutions

**About Us**:
**Ready to Join Us?**

We believe that our people are our greatest asset. Your skills and passion can help us achieve remarkable things If you’re seeking a thrilling career opportunity in a vibrant, growth-oriented environment, ORBCOMM is the perfect fit for you.

At ORBCOMM, we are also dedicated to ensuring accessibility and are pleased to offer accommodations for individuals with disabilities upon request throughout all aspects of the selection process.

LI-DNI

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