Sr. Customer Success Manager
Who We Are
At Platform Science, we’re working to connect everything that moves.
Founded in 2015, we are an open IoT platform that partners with innovative fleets, application developers, vehicle manufacturers, and equipment providers in the transportation industry to deliver revolutionary solutions to supply chain professionals across the globe.
Our employees are an engaging, diverse group of people who believe in the power of great ideas. We hire people with different experiences and perspectives to build a company culture that fuels growth through innovation.
We value thoughtful actions and empathy for others. We approach challenges with resiliency and creativity, while encouraging transparency because, no matter our backgrounds or responsibilities, we are one team.
About The Role
As a Senior Strategic Success Manager, you are the architect of customer value. You don't just manage a platform; you manage a partnership. Your goal is to transform complex enterprise accounts into success stories by aligning our technology with their highest-level business objectives. You will serve as a consultative partner who bridges the gap between our capabilities and the customer’s Return on Investment (ROI). The work will require a deep level of functional knowledge along with a variation of technical knowledge of Platform Science products and services, as well as the ability to understand the business needs and capabilities of our customers. You'll serve as a critical business partner and main point of contact leveraging Platform Science technology to solve business challenges. This role offers a unique experience to work with new technologies, challenges, and an opportunity to work in the Transportation and Logistics segment.
Essential Responsibilities
Project Leadership: Create and execute project plans/Action Logs for each customer to get value from our system, including the development of weekly status reports and the facilitation of task/action lists to hold all parties accountable.
Cross-Functional Coordination: Conduct regular conference calls to set expectations and ensure all departments including Integration, Technical Support, Technical Trainers, and internal Management complete tasks as described in the project plan.
Technical Assistance: Act as a subject matter expert on all tools and applications, effectively assist customers on web-based interfaces and value-added services
Relationship Management: Manage the customer relationship from onboarding through long-term retention, ensuring customers are satisfied enough to provide testimonials and serve as brand advocates.
Issue Resolution: Proactively communicate and resolve integration issues and technical roadblocks by working directly with customer resources and internal tech teams.
Act as Critical Business Partner:Facilitate Business Reviews (BR’s) with your customers, drive customer adoption of Platform Science solutions while ensuring long-term retention, Work with internal teams sharing customer experiences to help drive product roadmaps
Strong verbal and written communication skills: including strong technical skills with experience documenting requirements, issues and outcomes
Proactively monitor and identify customer health and utilization trends, provide recommendations based on risk and customers’ business needs
Experience
Bachelor’s degree, preferably in a technical discipline
3+ years of customer relationship management experience at a technology company providing solutions/services to the Transportation industry
Ability to learn and stay current on the Platform Science product suite and transportation industry direction
Strong knowledge of DOT/FMCSA Regulations
Familiar with Transportation Management System (TMS) products (i.e. TMW, McLeod, ICC, etc.) and route management or distribution software
Demonstrated experience guiding customers with confidence and integrity
Excellent planning, organization, and implementation skills
Ability to communicate complex ideas effectively to senior leadership, both verbally and in writing
Proven experience of understanding, organizing and facilitating through customer requests and concerns
Proficiency with Salesforce is a plus
Proficiency with Totango is a plus
Platform Science Benefits Highlights
The company offers various benefits to regular, full-time employees including:
Medical, dental, and vision insurance
Short-term and long-term disability insurances
AD&D and life insurance
401k plan
Paid vacation, sick leave and holidays
Six weeks of paid parental leave
You can access the Benefit Highlights brochure for regular, full-time employees by copying and pasting the link into your browser: https://www.platformscience.com/benefits
This is an exempt role. Our job titles for each posting may span across more than one job level. The estimated base salary for this role is between $110,000 and $140,000. The range displayed on each job posting reflects the minimum and maximum target range for new hire base salaries across all US locations. Compensation packages are based on many factors unique to each candidate, including but not limited to skill set, work experience, relevant trainings and certifications, business needs, market demands and specific geographical location. The base pay range is subject to change and may be modified in the future. This role may also be eligible for bonus, equity, and benefits. Please note that the compensation details listed in US role postings reflect the base salary only, and do not include bonus, equity, or benefits.
Platform Science collects your personal information to support its business operations, including for human resources, employment, benefits administration, health and safety, and other business-related purposes as well as to be in legal compliance. You can review further details of such collection and use in our Privacy Policy (link for browser: https://www.platformscience.com/privacy-notice
Qualified applications with arrest or conviction records will be considered for employment in accordance with the Los Angeles County Fair Chance Ordinance for Employers and the California Fair Chance Act.
At this time we only consider candidates in these states: AL, AR, AZ, CA, CO, FL, GA, ID, IL, KY, MA, MD, MI, MN, MO, NC, NH, NV, NY, OH, OK, OR, PA, SC, TN, TX, UT, VA, WA, and WI. In the future we plan to add more states. Beware job scams! Our recruiters use @platformscience.com emails only. We don’t interview via text/message. We don't ask for software downloads (except Zoom) or sensitive info (like SSN/bank). Suspect fraud? Report it to law enforcement & peopleexp@platformscience.com.
About the job
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Sr. Customer Success Manager
Who We Are
At Platform Science, we’re working to connect everything that moves.
Founded in 2015, we are an open IoT platform that partners with innovative fleets, application developers, vehicle manufacturers, and equipment providers in the transportation industry to deliver revolutionary solutions to supply chain professionals across the globe.
Our employees are an engaging, diverse group of people who believe in the power of great ideas. We hire people with different experiences and perspectives to build a company culture that fuels growth through innovation.
We value thoughtful actions and empathy for others. We approach challenges with resiliency and creativity, while encouraging transparency because, no matter our backgrounds or responsibilities, we are one team.
About The Role
As a Senior Strategic Success Manager, you are the architect of customer value. You don't just manage a platform; you manage a partnership. Your goal is to transform complex enterprise accounts into success stories by aligning our technology with their highest-level business objectives. You will serve as a consultative partner who bridges the gap between our capabilities and the customer’s Return on Investment (ROI). The work will require a deep level of functional knowledge along with a variation of technical knowledge of Platform Science products and services, as well as the ability to understand the business needs and capabilities of our customers. You'll serve as a critical business partner and main point of contact leveraging Platform Science technology to solve business challenges. This role offers a unique experience to work with new technologies, challenges, and an opportunity to work in the Transportation and Logistics segment.
Essential Responsibilities
Project Leadership: Create and execute project plans/Action Logs for each customer to get value from our system, including the development of weekly status reports and the facilitation of task/action lists to hold all parties accountable.
Cross-Functional Coordination: Conduct regular conference calls to set expectations and ensure all departments including Integration, Technical Support, Technical Trainers, and internal Management complete tasks as described in the project plan.
Technical Assistance: Act as a subject matter expert on all tools and applications, effectively assist customers on web-based interfaces and value-added services
Relationship Management: Manage the customer relationship from onboarding through long-term retention, ensuring customers are satisfied enough to provide testimonials and serve as brand advocates.
Issue Resolution: Proactively communicate and resolve integration issues and technical roadblocks by working directly with customer resources and internal tech teams.
Act as Critical Business Partner:Facilitate Business Reviews (BR’s) with your customers, drive customer adoption of Platform Science solutions while ensuring long-term retention, Work with internal teams sharing customer experiences to help drive product roadmaps
Strong verbal and written communication skills: including strong technical skills with experience documenting requirements, issues and outcomes
Proactively monitor and identify customer health and utilization trends, provide recommendations based on risk and customers’ business needs
Experience
Bachelor’s degree, preferably in a technical discipline
3+ years of customer relationship management experience at a technology company providing solutions/services to the Transportation industry
Ability to learn and stay current on the Platform Science product suite and transportation industry direction
Strong knowledge of DOT/FMCSA Regulations
Familiar with Transportation Management System (TMS) products (i.e. TMW, McLeod, ICC, etc.) and route management or distribution software
Demonstrated experience guiding customers with confidence and integrity
Excellent planning, organization, and implementation skills
Ability to communicate complex ideas effectively to senior leadership, both verbally and in writing
Proven experience of understanding, organizing and facilitating through customer requests and concerns
Proficiency with Salesforce is a plus
Proficiency with Totango is a plus
Platform Science Benefits Highlights
The company offers various benefits to regular, full-time employees including:
Medical, dental, and vision insurance
Short-term and long-term disability insurances
AD&D and life insurance
401k plan
Paid vacation, sick leave and holidays
Six weeks of paid parental leave
You can access the Benefit Highlights brochure for regular, full-time employees by copying and pasting the link into your browser: https://www.platformscience.com/benefits
This is an exempt role. Our job titles for each posting may span across more than one job level. The estimated base salary for this role is between $110,000 and $140,000. The range displayed on each job posting reflects the minimum and maximum target range for new hire base salaries across all US locations. Compensation packages are based on many factors unique to each candidate, including but not limited to skill set, work experience, relevant trainings and certifications, business needs, market demands and specific geographical location. The base pay range is subject to change and may be modified in the future. This role may also be eligible for bonus, equity, and benefits. Please note that the compensation details listed in US role postings reflect the base salary only, and do not include bonus, equity, or benefits.
Platform Science collects your personal information to support its business operations, including for human resources, employment, benefits administration, health and safety, and other business-related purposes as well as to be in legal compliance. You can review further details of such collection and use in our Privacy Policy (link for browser: https://www.platformscience.com/privacy-notice
Qualified applications with arrest or conviction records will be considered for employment in accordance with the Los Angeles County Fair Chance Ordinance for Employers and the California Fair Chance Act.
At this time we only consider candidates in these states: AL, AR, AZ, CA, CO, FL, GA, ID, IL, KY, MA, MD, MI, MN, MO, NC, NH, NV, NY, OH, OK, OR, PA, SC, TN, TX, UT, VA, WA, and WI. In the future we plan to add more states. Beware job scams! Our recruiters use @platformscience.com emails only. We don’t interview via text/message. We don't ask for software downloads (except Zoom) or sensitive info (like SSN/bank). Suspect fraud? Report it to law enforcement & peopleexp@platformscience.com.