Customer Success Manager, SMB Accounts at Motus in Chicago, Illinois

Job Description:

Motus

United States

Motus is the definitive leader in mobile workforce solutions. Its platform simplifies the reimbursement and management of vehicle, device, and location costs through personalized calculations. Empower your team with a suite of fully integrated solutions that take the complexity out of compliance. Peace of mind included.

At Motus, were dedicated to making WorkLife better for everyone, anywhere. Our team is the heart of our culture, and we live by our WorkLife Pillars every day WorkHappy, WorkHealthy, WorkSmart, WorkAnywhere, and WorkTogether.

Position Description:

The Customer Success team is seeking a Customer Success Manager (CSM) to support our customers throughout their lifecycle with Motus using automation and digital journeys. The CSM will work with Customer Success leadership to develop and implement a cohesive, strategic digital approach to customer relationships and operations, ultimately leading to increased satisfaction and overall customer retention. This role is responsible for executing on the digital customer journey, capturing, analyzing, and actioning data, sharing feedback, and identifying areas of opportunity for improvements to the customer journey. The CSM will work to ensure positive engagement with the Motus platform, and drive adoption and success outcomes, ultimately influencing retention, expansion, and advocacy.

This is not a quota-carrying position, and the day-to-day responsibilities will be primarily measured through automation and digital journeys. This position will primarily support Motuss Vehicle Product line.

Position Duties:

• Create and execute on the Digital Customer Journey to enhance Customer Success coverage across the full Motus account base.
• Outline customer lifecycle by determining the timing and content of touchpoints along the customer journey to drive adoption, customer satisfaction, and retention.
• Respond to customer outreach with a positive, customer-centric attitude.
• Provide education and coaching to drive product adoption and increase product value for customers.
• Field customer inquiries and resolve any issues that arise, engaging the appropriate internal teams (Product, Ops, Support, etc.) as needed to ensure proactive and timely resolution of client issues.
• Employ a consultative approach in discussions with customers to understand their goals and success measures. Establish a plan to ensure we are meeting the agreed-upon goals using digital engagement technologies.
• Meet and exceed team and individual key performance indicators.
• Identify continuous improvements and enhancements within the digital journey and create required documentation.
• Research and implement new digital engagement techniques, utilizing digital customer success best practices.
• Follow team processes and identify/act on team process improvements.
• Work closely with Customer Success leadership, Gainsight Administrator, and Operations team to assess the effectiveness of new functionality and identify improvements.
• Serve as a customer advocate while assembling customer feedback and reporting requests to Product and Engineering.
• Think creatively to address customer problems.
• Identify ways to expand outreach to customers using automation (webinars, newsletters, surveys, etc.).
• Develop and share standard methodologies with team members to continually improve the quality, effectiveness, and efficiency of our processes.
• Identify successful Digital campaigns and implement them across high-touch Customer Success cohorts, including enablement of high-touch CSMs.

Desired Skills and Experience:

• 3+ years experience in a customer success or customer support role with proven operations or technical expertise.
• Excellent communication (written and verbal).
• Passion for designing processes that scale.
• Ability to break down problems and think through optimal solutions.
• Strong listening skills; open to input from other team members and/or departments.
• Strong multi-tasking, organizational, and prioritization skills; high attention to detail.
• Ability to understand and articulate technical concepts and derive solutions across multiple product lines.
• Ability to quickly learn and perform in new software environments.
• Experience working with cross-functional teams (e.g. Sales, Product, Operations)
• Proficiency in Excel, MS Office, and Salesforce.com
• Experience with GainSight a plus
• High degree of emotional intelligence and empathy
• Strong understanding of the corporate business world; prior experience in a SaaS preferred
• Customer-centric, can-do attitude with a strong sense of urgency and proactive approach to anticipating and resolving issues

Where required by law, Motus provides a reasonable range of compensation for specific roles. The salary for this role is $55,000 - $65,000. Actual compensation will depend on a number of factors, including the candidates relevant experience, technical skills, and other qualifications. This position may also be eligible for incentive compensation based on individual and/or company performance.This position is eligible for company benefits including medical, dental, and vision insurance with an employer contribution, flexible spending or health savings account, life and AD&D insurance, short-and long-term disability coverage, paid time off, employee assistance, participation in a 401k program with company match, and additional voluntary or legally required benefits.

Please see below for an outline of the Motus benefits package. Motus supports both the physical and mental health of their employees.

Motus Benefits:

• Medical Insurance, Dental Insurance, Vision Insurance (effective day one)
• Open Paid Time Off
• Flexible Spending Accounts & Health Savings Accounts
• Motus-Fidelity 401K Plan
• Company-paid Short/Long-term Disability & Basic Life Insurance Plans
• Family Planning and Parenting Support Benefits through Maven
• Support your mental, physical, professional and financial well-being through coaching and clinical therapy with Modern Health
• $1000 Home Office Reimbursement Program
• $2000 Internal Referral Program
• WorkAnywhereReimbursement ofInternet and Cellular Costs
• 16weeks maternity and adoption leave
• 8 weeks paternity leave

Motus champions the power of true individuality, actively celebrating and accepting each team member. We strategically recruit and retain talent reflecting our local communities rich diversity, fostering a culture where innovation thrives. Through dynamic learning sessions, strategic training, and our lively Employee Resource Groups, we kindle substantial dialogues, continuous learning, and ensure every voice is not only heard but celebrated.

Motus, LLC provides equal employment opportunity to all individuals regardless of their race, color, creed, religion, gender, age, sexual orientation, national origin, disability, veteran status, or any other characteristic protected by state, federal, or local law.

#LI-REMOTE

PI259683276

Salary:

$55,000.00

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