Azuga Company Overview

Azuga, a Bridgestone Company, is a mission-driven team committed to remaining the fastest growing enterprise fleet management mobility solution in the industry. With vehicle GPS fleet tracking, safety camera solutions, driver safety and vehicle diagnostics for small business and enterprise fleets, our fleet management system, and therefore our teams, are helping fleet managers and drivers make smarter decisions when it comes to vehicle maintenance, cost-savings and safety.

 

We are a group of builders and doers - building the foundations of a dynamic marketing team and marketing strategy to deliver amazing results for our customers and our sales partners. We are a team with a strong commitment to customer-driven innovation, data-based decision making and a commitment to learning through experimentation. As a part of Bridgestone, the opportunities can be endless across the broad spectrum of businesses in the Bridgestone portfolio. If this is your type of work and the type of environment you want to work in, we encourage you to explore our job opportunities.

Job Category

Sales, Marketing & Product Management

Position Summary

The Insurance and Reseller Channel Senior Customer Success Manager will drive the success path for Azuga’s Insurance and Reseller Customer Success Managers (CSM’s) and our customers. This position will maintain and improve upon the standards of service ensuring Azuga customers have a great experience with training, implementation, and adoption of all Azuga solutions through their CSM Rep. This role will help develop, improve, and implement best practices with the Insurance and Reseller Customer Success Manager teams to deliver a World Class customer experience.

*** Fully REMOTE role. Can be located anywhere within the US. ***

*** The hiring range for this position $83,000 to $90,000 per year, and will be eligible for a bonus of $5,000 per quarter. The base pay offered will take into account internal equity and may also vary depending on the candidate’s job-related knowledge, skills, and experience, among other factors. ***

Responsibilities

• Recruit, attract, and retain high-potential individual contributors for Insurance and Reseller Customer Success  

• Manage and develop CSM’s with regular 1:1 meetings

• Define operational metrics for the team; ensure there are adequate systems for tracking metrics; create a cadence for review with the team and leadership 

• Evaluate processes as a business resource to help identify gaps, best practices, proven success stories, and inefficiencies to continuously improve day-to-day operation 

• Manage escalations from direct reports and clients to ensure processes are in place for quick resolutions.

• Assess customers’ current level of service and help the CS team member assist the customer to gain greater value from the Azuga solution 

• Proactively monitor customer health to assess churn risk 

• Team resource in guiding process transformations that will continuously develop and improve customer experience, interaction, and training throughout the customer journey

• Evaluate processes as a business resource to help identify gaps, best practices, proven success stories, and inefficiencies to continuously improve day-to-day operation 

• Investigate why customer attrition is occurring and implement countermeasures to remedy; Create retention playbooks ahead of renewal dates to maximize customer retention rates 

• Be an Azuga solution Subject Matter Expert, including all supporting solutions and systems 

Minimum Qualifications

• Bachelor's degree preferred, but not required.

• Minimum of 2 years of experience in managing Customer Service or Account Management teams, Insurance or Reseller experience a plus, but not required 

• Customer journey mapping to improve customer satisfaction and retention; Accounts strategic planning and forecasting 

• Excellent verbal and written communication skills with the ability to communicate effectively at all levels

• Self-driven and proactive nature, professional demeanor with strong conflict resolution skills

• Ability to assess and speak to software technology and SaaS offerings, including AI; Experience working with CRM software, Salesforce preferred      

What we offer

 

At Bridgestone, what really matters is to foster co-creation opportunities and empowering you to be creative and curious to make mobility safer, more efficient, and more sustainable f