Customer Success Manager
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Description
About the Role
As a Customer Success Manager, you will help customers realise the productivity benefits of Fleet Management and ON!Track through proactive support, service adoption, and long-term partnership. By helping customers maximise value from their solutions, you will play a key role in delivering a better customer experience and supporting long-term customer success.
For Lead 2030, Fleet Management and ON!Track help deliver our customer promise of "Best Partner for Productivity" and our customer benefit of "Better Experiences".
What You'll Do
- Own customer success for Fleet Management and ON!Track, developing a deep understanding of your customers and their key contacts.
- Build sustainable relationships with customer stakeholders, proactively engaging the right people at the right time to support adoption and success.
- Partner closely with Solution Consultants, Account Managers, and Regional Managers to improve the customer experience and maximise customer opportunities.
- Identify and escalate customer dissatisfaction where appropriate to support timely resolution.
- Use available tools and insights to understand customer utilisation of Fleet Management and ON!Track services.
- Proactively identify knowledge gaps, training requirements, and opportunities to increase customer value.
- Drive service utilisation through regular engagement and ongoing customer support.
- Deliver high-quality remote training and support customer change management activities.
- Gather and share customer feedback to support continuous improvement of the customer experience.
- Generate targeted up-selling and cross-selling opportunities that help customers maximise the value of Fleet Management and ON!Track services.
What you’ll bring
- Strong interest in Fleet Management and ON!Track.
- Passion for delivering outstanding customer experiences and long-term customer success.
- Strong stakeholder management skills, with the ability to work effectively across functions while advocating for customer needs.
- Confidence to challenge the status quo and contribute to continuous improvement.
- Strong prioritisation skills and the ability to effectively manage a large customer portfolio.
- Coaching skills that help customers maximise the value they receive from Fleet Management and ON!Track.
- Excellent written and verbal communication skills, with the ability to explain technical concepts in a clear and simple way.
- Ability to identify customer knowledge gaps, training needs, and opportunities for targeted up-selling and cross-selling.
- Openness to using AI tools to improve productivity and ways of working.
- Demonstrates ownership, initiative, and a willingness to lead through influence is advantageous.