Job Information
Motus Customer Success Manager, SMB Accounts in Chicago, Illinois
This job was posted by https://illinoisjoblink.illinois.gov : For more information, please see: https://illinoisjoblink.illinois.gov/jobs/12441886 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, sur\ \
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\ \ Motus is an Equal Opportunity Employer and does not discriminate against any applicants for employment based on their race, color, religion, sex (including pregnancy, sexual orientation, or gender identity), national origin, age, physical or mental disability, genetic information, veteran status, uniformed service member status, or any other status protected by law.