The Enterprise Customer Success team at Fleetio has an exciting opportunity for a CSM to join our team and support the Enterprise team, a critical driver of Fleetio's growth plans. In this role, you will engage with customers in large organizations to help them achieve their desired outcomes. You will establish a strong rapport with key stakeholders and leverage those relationships to assist with product adoption and usage. In addition, you will analyze your accounts to determine areas of improvement, provide customers with best practices, and offer and execute additional services.

You will manage a portfolio of Enterprise customers across a wide range of industries and geographies. As a critical player in driving long-term customer success, you will work directly with several Fleetio teams such as Sales, Account Management, Support, and Product Strategy.

We're looking for a personable, detail-oriented and persistent team member who excels at keeping customers engaged in a Software as a Service (SaaS) environment. Someone who genuinely cares about their customer and helps them achieve their goals, as well as someone who loves coming up with creative solutions to complex problems.

A little about usFleetio is a modern software platform that helps thousands of organizations around the world manage their fleet operations. Transportation technology is a hot market and we're leading the charge, with raving fans and new customers signing up every day. We raised $144M in Series C in June of 2023 and are on an exciting trajectory as a company. Fleetio is also a proud founding member of the Rails Foundation!

More about our team and company:

• Watch our culture videos: https://fleet.io/culture
• Fleetio overview video: https://www.youtube.com/watch?v=IlvIbwZT3oU
• Our careers page: https://www.fleetio.com/careers

Who you are

• Be the primary relationship for a global portfolio of Fleetio customers with large fleets.
• Consult on asset management best practices via scalable channels (emails, videos, webinars, and other communications) to help our customers meet their goals both inside and outside of the Fleetio platform.
• Establish a trusted advisor relationship with customers allowing you to advise on ways to get more value from our products and services.
• Research, craft, and host effective strategic meetings with customers (Success Reviews, Adoption Reviews, etc.)
• Nurture customers for advocacy to create additional word of mouth.
• Understand, articulate, and document your customer's challenges.
• Internally advocate for your customers' needs and issues.
• Work with customers to establish their key performance indicators, track their progress and celebrate their accomplishments.
• Manage your customer's expectations, making sure they are heard and expressing empathy while effectively managing their account escalations.
• Measure, track, and analyze customer success efforts to identify areas for enhancement.
• Work to identify and/or develop cross-sell opportunities to share with our Account Management team to help fleets streamline their operations and consolidate additional workflow into the Fleetio platform.

Your impact

• The opportunity to focus on a disruptive product offering that is at the center of Fleetio's market strategy.
• Work with fascinating customers and prospects who are leading the global transportation industry.
• Collaborate in a transparent environment where you are provided the necessary tools, processes, and encouragement to excel every day.
• Be heard by colleagues who are eager to apply the best practices and ideas you bring to the table and who will share theirs as well.
• Thrive in an environment where you are encouraged to give your customers the proper care and attention they need to be successful.

Your experience

• 5+ years of experience in a customer-facing role in a SaaS environment (experience in customer success or support with an emphasis on increasing customer satisfaction, adoption, and retention)
• Previous experience in the fleet, telematics, and/or automotive space is considered a plus.
• You have experience working with CRM systems (e.g., Salesforce), online project management tools (e.g., Asana), internal communication tools (e.g., Slack), Google Sheets, Google Docs, etc. Experience with Gainsight is considered a plus.
• You enjoy and are comfortable interacting with every level of customer. You have impeccable written and verbal communication skills.
• You aren't just completing tasks, you're also thinking strategically about the big picture.
• Your work is meticulous and precise when executing a task. When it comes to details, you are painstakingly accurate and consistently thorough.
• Proven ability to use metrics to identify needs as well as to tell a compelling story.
• Strong team player but also a self-starter who can work autonomously.
• Empathy. You want to help and serve our customers to become natural Fleetio evangelists.
• You are passionate about organization and can adhere to and improve organizational systems. If there's a way to reduce redundant work, you're on it.
• The ability to collaborate and thrive in a fast-paced, dynamic, and evolving environment.
• Comfortable with change, experimenting and trying new ideas.
• Ability to travel up to 20%

Benefits

• 100% health/dental coverage (50% coverage for family)
• Vision insurance
• Incentive stock options
• 401(k) match of 4%
• PTO - 4 weeks
• 13 company holidays + 2 floating holidays
• Parental and bonding leave
• Dependent care and medical FSA
• Short and long term disability
• Community service funds
• Professional development funds
• Health and wellness initiatives
• Mac laptop + new hire equipment stipend
• Monthly catered lunches
• Fully stocked kitchen with tons of drinks & snacks
• Remote working friendly since 2012 #LI-REMOTE

Fleetio provides equal employment opportunities to all employees and applicants and prohibits discrimination and harassment. We celebrate diversity and are committed to creating an inclusive environment for all. All employment is decided on the basis of qualifications, merit and business need.

This application is not intended to and does not create a contract or offer of employment. Employment with Fleetio is at will.

If you have a disability or a special need that requires an accommodation to fill out the online application, please let us know by calling (205) 718-7500.