Customer Success Leader

A little bit about the role:

ORBCOMM is looking for a Customer Success Leader that will be at the forefront of ensuring that our customers achieve their business objectives through our software and managed services. This role will be pivotal in leading a team dedicated to providing exceptional customer service, support, and success strategies. The ideal candidate for this role has design and manufacturing business acumen, demonstrated success scaling high-growth teams, and has experience working with category-creating products. If you are passionate about solving complex problems and aren't afraid to jump in with two feet, this could be the role for you! This role will be based in Sterling, VA and will report to our CRO. 

Roles and Responsibilities:

• Lead and manage the customer success and support team, fostering a culture of excellence, empathy, and continuous improvement.
• Develop and implement customer success strategies and processes to ensure client satisfaction and retention.
• Report performance, customer health, and retention forecasting to the ELT on a weekly basis and to the board on a monthly/quarterly basis.
• Work directly with the CRO on strategic customer accounts. 
• Collaborate with cross-functional teams to align customer success initiatives with company goals.
• Analyze customer feedback and market trends to identify opportunities for service enhancements and new feature development.
• Oversee the management of customer accounts, ensuring clients fully leverage our software and services for maximum benefit.
• Design and implement training programs for clients and team members on product features and best practices in the Amazon marketplace.
• Monitor and report on customer success metrics, driving initiatives to improve customer satisfaction and loyalty.
• Work closely with the sales and marketing teams to support customer acquisition and growth strategies.

Desired Qualifications and Experience:

• Proven experience in a management role within customer success and support.
• Bachelor’s degree in Business, Marketing, or a related field; a Master’s degree is a plus.

• A driven leader who's not afraid to roll up their sleeves and jump on an account to support your team and has experience developing team members. 

• Excellent communication, interpersonal, and leadership skills.
• Proven ability to develop and maintain customer relationships.
• Experience with CRM systems, customer success software, and data analytics.

• Comfortable solving complex, nuanced challenges with customers and interfacing with a large internal team to find solutions.
• A proven operator who can scale our Customer Success function to the next level.

• Ability to work in a fast-paced, evolving environment and adapt to changing client needs.

About ORBCOMM Inc.

ORBCOMM is a pioneer in IoT technology, empowering customers with insight to make data-driven decisions that help them optimize their operations, maximize profitability, and build a more sustainable future. With 30 years of experience and the most comprehensive solution portfolio in the industry, ORBCOMM enables the management of over a million assets worldwide for a diverse customer base spanning transportation, supply chain, heavy equipment, maritime, natural resources, and government. For more information about how ORBCOMM is driving the evolution of industry through the power of data, visit www.orbcomm.com.

Interested?

At ORBCOMM, we believe that our people are our strength. Our success stems from our ability to attract and retain the best people who deliver a high level of performance and skill.

If you are looking for a significant career opportunity and the chance to work for an established, successful, and high growth company, ORBCOMM is the ideal place for you.

We are committed to employment equity. ORBCOMM would like to thank all applicants in advance and advise them that only candidates selected for an interview will be contacted.

ORBCOMM is committed to providing accommodations for persons with disabilities. Accommodations are available upon request for candidates taking part in all aspects