United States onlyWho is Whip Around?
Whip Around is a growing SaaS scale up and emerging leader in the fleet technology arena. With offices across the United States and New Zealand, our product helps fleet operators easily manage the maintenance and inspections of their vehicles and equipment. Taking the industry through a digital transformation, Whip Around is quickly becoming the software platform of choice for business owners, fleet managers and drivers.
Team culture is at the heart of our success, with personal improvement being just as important as company outcomes. We now boast a senior leadership team with experience from numerous successful global businesses and continue to double down on our vision to bring simplicity and efficiency to fleet management and compliance.
Our US office is located in Charlotte, NC.
This role is fully remote for those based out of the United States in the Central and Eastern time zones.
This role is hybrid for those based out of Charlotte, NC in close proximity to our office.
The working hours for this position are Monday - Friday 8 am - 5 pm EST.
Why this role is important to us:
Customer Success Managers play a critical role in maintaining the health, growth, and success of our customer base. Customer Success Managers are assigned a portfolio of customers and their sole responsibility is to ensure they leverage Whip Around to optimize their business through adoption, growth, and retention. Our Customer Success Managers know their way around our product but are comfortable talking to business leaders about their business and operations. Knowing when to build a report and when to talk business comes naturally.
What success will look like:
Customer Revenue Management/Growth:
- Drive customer retention and renewal plan and customer loyalty
- Define, position, and sell solution offerings (cross-sell / upsell) to customer
Continuous Customer Value Attainment:
- Define, design, develop, execute, and continuously refine Customer Success program plan at customer level
- Define, Position, and Help implement adoption strategies for customer
- Provide Whip Around solution best practices, business coaching and “value-added” expertise as customer “advisor”
- Help to shape change in customer engagement and Whip Around solution strategy
- Maintain customer cadence for product knowledge, new feature requests, and user/customer dialog
- Provide thought leadership and messaging to increase customer engagement with Whip Around
- Represent Whip Around programs with Key Stakeholders (ie decision makers and econ buyers) and in periodic business reviews
- Work with Product, Sales, Marketing, and other teams to identify best practices and new program opportunities/offerings for customer
- Define, design and communicate content in support of relevant customer programs to drive maximum ROI
- Drive metrics at customer including dimensions of Operational Efficiency, Compliance, Cost Reduction, etc across Inspect and Maintenance
Voice of Customer:
- Drive thought leadership in customer loyalty and the voice of the customer associated with owned programs
- Create customer reference strategy based on business outcome value
What you’ll bring to the role:
Critical Competencies:
- Strong phone presence, be comfortable communicating over zoom, phone and email
- Be comfortable speaking with various customer personas (e.g. product users, decision makers, executives as needed) and engaging with humans daily
- Passion for technology and for being a part of a fast-growing SaaS company
- Be curious with our customers. Learn about their businesses and their challenges
- A willingness to learn and embrace new ideas
- Bias for action
Experience:
- Experience as a Customer Success Manager
- Experience working with cross-functional teams (e.g. Sales, Product, Marketing, Tech Support)
- Experience in B2B SaaS
- Some experience using Salesforce, Gainsight, Video Conferencing, Slack, email and word processing tools
- Understanding of the Fleet Industry preferred
