Customer Success Manager

Role Overview

The Customer Success Manager (CSM) – Maintenance Project is responsible for maintaining the accuracy, completeness, and quality of business listings on the Trucker Path platform. This role focuses on engaging existing and prospective business owners, verifying business information, facilitating listing updates, encouraging Business Portal adoption, and ensuring businesses have the information and support needed to maintain an effective presence on the platform.

The CSM will proactively contact businesses to validate their information, identify outdated or incomplete listings, assist with profile maintenance, and encourage business owners to keep their business details current for truck drivers searching for relevant locations and services.

In addition to maintaining listing quality, the CSM is expected to build positive business relationships, identify customer concerns, support retention efforts, and recognize opportunities to introduce relevant paid listing and advertising solutions in coordination with the Sales team.

The ideal candidate is detail-oriented, customer-focused, organized, and comfortable communicating with business owners. This role plays an important part in protecting the quality and reliability of Trucker Path's POI database while supporting customer engagement and the long-term growth of Trucker Path Business.

Key Responsibilities

A. Onboarding and Account Data Accuracy

• Onboard successful sales endorsed by the JAE for the Maintenance Project
• Validate essential business information, including business name, address, contact number, operating hours, website, services offered, and other relevant details.
• Identify outdated, incomplete, inaccurate, or potentially duplicate business listings and coordinate appropriate corrections.
• Assist business owners in updating their information and maintaining accurate profiles.
• Verify whether businesses are still operating and document closures, relocations, changes in ownership, or other significant business updates.
• Follow established procedures for recording, validating, and submitting listing changes.
• Maintain accurate records of completed maintenance activities and outstanding corrections.
• Escalate discrepancies that require additional verification or approval to the appropriate internal team.
• Document business feedback, listing updates, and account concerns for proper tracking and resolution.

B. Business Owner Engagement and Relationship Management

• Establish and maintain professional communication with business owners, managers, and authorized representatives.
• Explain the importance of keeping business information accurate and updated on Trucker Path.
• Encourage business owners to claim, manage, and maintain their listings through the Trucker Path Business Portal.
• Guide business owners on available portal features, including updating business details, responding to customer reviews, and sharing relevant business information.
• Conduct follow-ups to obtain missing information, confirm requested changes, and resolve outstanding listing concerns.
• Build trust with business owners through consistent, helpful, and professional interactions.
• Document feedback, concerns, and suggestions that may improve the business listing experience.

C. Customer Success and Business Support

• Provide clear instructions and guidance to help businesses maintain their information.
• Identify and document concerns affecting business owner engagement or satisfaction.
• Respond to business owner questions related to their listings and the Business Portal within the scope of the role.
• Maintain a customer-first approach while ensuring efficient handling of assigned accounts and maintenance tasks.

D. Retention and Revenue Opportunity Identification

• Identify existing businesses that may benefit from enhanced listing visibility or relevant paid POI Listing and advertising solutions.
• Recognize potential upselling opportunities during business maintenance conversations without compromising the primary maintenance objective.
• Refer qualified sales opportunities to the assigned Sales Representative or Account Executive.
• Document the business owner's expressed interest, needs, concerns, and agreed next steps before handing the opportunity to Sales.
• Support retention efforts by identifying customer concerns and escalating potential risks to the appropriate team.
• Collaborate with Sales to ensure a smooth transition when a business owner expresses interest in paid services.