Customer Success Manager II

Overview

We are CalAmp, a connected intelligence company that gives people the ability to track, monitor and recover their vital assets with real-time visibility and insights.

Currently, we are seeking to fill a Customer Success Manager (CSM) role responsible for the post-sale customer relationship as part of our high-impact Customer Success organization. This position is an exciting opportunity for those who align with our core values (Inclusion, Innovation, Execution, Customer Success) and for those who desire to build, sell, and/or support connected solutions and services.

Responsibilities

The Customer Success Manager (CSM) is responsible for all phases of the customer’s journey from post-implementation onboarding through customer renewal. As platform and application specialists, the CSM focus is on aligning the specific needs of our customers to drive value from their engagement with CalAmp products and services. While the CSM’s primary focus is on proactive outreach and improving customer health, activities should propel customer adoption, expansion, and retention efforts with their assigned book of business. As a Customer Success Manager at CalAmp, your primary responsibilities will include:

• Becoming a trusted advisor to your customers, providing guidance, best practices and further instill value throughout customer lifetime
• Discover and refine customer goals, shrinking customer time to value
• Actively work to improve customer health, mitigate churn risk, and drive retention
• Perform regular outreach to ensure customers are up to date on new features, and that they are tracking towards achieving stated goals
• Run live customer meetings both in person and via the web (onboarding, assigned outreach, quarterly business reviews, feature demos, etc.) as needed and directed
• Serve as the primary interface to manage and resolve any critical customer situations
• Manage renewals and contract extensions for your assigned group of customers
• Quarterback identified growth opportunities and work with sales team to drive wins
• Ensure all activities are sufficiently documented in Salesforce to build upon interactions
• Be a conduit and team player with Product, Marketing, Support, and other teams to meet the needs of our customers today and tomorrow, helping to prioritize roadmap
• Other duties as assigned

Qualifications

Must Haves

• Four-year college degree from an accredited institution or equivalent experience
• Minimum three years of Customer Success Manager or Account Manager experience
• Superior and proven communications, both written and verbal
• Strong technical aptitude with ability to quickly learn and adapt
• Customer obsessed with ability to delight customers of all shapes and sizes
• Natural problem solver with the ability to strategically think, providing possible solutions as a “jumping-off” point and ability to gain consensus among critical stakeholders
• Empathy, humility, and great listening skills
• Track record and desire to work as part of a high-performing team
• Perform work and execute on deliverables with excellence and minimal supervision
• Ability to foster teamwork, build collaborative relationships
• Passion and commitment to our CalAmp Core Values

Strong Pluses

• History of collaborating effectively with cross-functional teams
• Experience in the telematics or SaaS industry, and working with B2B customers
• Working experience in using Salesforce
• Desire to improve processes that impact the employee and customer experience
• Ability to be assertive, communicate and coach at all levels

If you are a talented customer professional with expertise in Customer Success, Account Management and/or hybrid Sales functions, we would love to speak with you.

Market Minimum

Market Maximum

Bonus