iTRACK Customer Success Specialist

Join our Team as an iTRACK Customer Success Specialist!

The Role:

We are seeking a passionate and dedicated iTRACK Customer Success Specialist who brings analytical rigor, business acumen, and a proactive mindset to the table. In this role, you will support key customers through the sales demonstration, setup and onboarding of the iTRACK customer platform. You will be the face of our product to the customer. You will collaborate with cross-functional stakeholders to deliver a seamless customer experience. You will play a pivotal role in aligning strategic priorities with tactical execution, building strong internal and external partnerships, and contributing with continuous improvement initiatives that elevate operational performance. You will be the go-to resource for financial operations and customer success within the iTRACK environment. Collaborate with Account Management, Customer Care, dealers, customers, vendors, and cross-functional operations teams to achieve shared objectives. Support customer service functions and execute responsibilities independently while maintaining fiduciary accountability and quality controls.

What You’ll Be Doing:

• Support iTRACK product team, Raymond Fleet Services and account management teams to guarantee an outstanding iTRACK customer experience from initial discovery through the first 90 days of iTRACK launch.
• Complete product demos with customers.
• Liaise with customer and internal teams to manage projects associated with iTRACK setup, launch, onboarding and ongoing execution.
• Responsible for guaranteeing the consistency and accuracy of setup information provided to internal Raymond functional groups (SAP, CRM, Fleet, Finance, etc.)
• Set user access and provide customer-facing training to ensure customer understands reports and data available.
• Execute and manage equipment record loading to support downstream asset management and billing functions.
• Track and maintain targeted internal and external performance indicators to ensure operational effectiveness.
• Serve as a liaison between dealers and customers to support communication strategies and dispute resolution.
• Drive reporting enhancements and automation initiatives to increase efficiency and data accuracy.
• Provide consultative insights during customer business reviews and contribute to process improvement initiatives rooted in continuous improvement principles.

What We’re Looking For:

• Bachelor’s Degree in a Business Concentration or 8 years of equivalent experience
• 4 + years of experience in project management or a related business function
• Strong communication skills with the ability to influence internal and external stakeholders

What Sets You Apart:

• Background working directly with customers or dealer networks in a consultative or solutions-oriented capacity
• Experience supporting asset management and billing processes
• Continuous improvement mindset with experience improving operational workflows
• Ability to operate independently while managing multiple priorities

Where and When You’ll Work:

• Enjoy the best of both worlds with a hybrid schedule—collaborate in person at our Greene, New York office 3 days a week and work remotely 2 days a week.
• Approximately 15-20% travel to be anticipated.

What Your Total Compensation & Benefits Package will look like:

Salary - $65,440 - $94,670 per year. Compensation depends on the selected candidate’s education and experience.

Relocation: This role may be eligible for relocation assistance.

World Class Benefits:

• Competitive Salary
• Generous Paid Time Off and 13 Paid Holidays
• Affordable Medical plans and no-cost Dental & Vision options
• 100% 401(k) match up to 6%
• Company-Paid Life Insurance, Short-Term Disability, and Long-Term Disability
• Tuition Assistance Program
• Employee Assistance Program (EAP) with access to mental health care, legal support, and financial guidance
• Recognition and Kaizen (continuous improvement) Reward Programs
• Meaningful opportunities for personal and professional development
• Onsite Fitness Center & Occupational Health Clinic
• Best in class work culture!

Big Name | Big Opportunities | Life is Better at Toyota

Toyota Material Handling North America (TMHNA), the industry leader in forklift sales, comprises two main brands: Toyota Material Handling and The Raymond Corporation. We believe investing in the best people, products, and processes will fuel our future success, and we will always be driven by our foundational principles of “respect for people” and “continuous improvement”. With opportunities across North America, we are confident you will find the right position within TMHNA that can help you build a long, fulfilling career.

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