Customer Success Manager

Who We Are

Founded in 2007, Geoforce is a rapidly growing technology firm (#43 on the 2020 Dallas 100 list for fastest growing DFW private companies) that provides GPS-based tracking and monitoring of field equipment, vehicles, and other assets to over 1,300 companies in 90 countries. Our turnkey solution is delivered via a combination of our award-winning web-based software platform, rugged GPS tracking devices and a global satellite and cellular network. Prominent customers include American Airlines, DHL, and Schlumberger. For more information, please see www.geoforce.com.

As a rapidly growing company committed to technology innovation and delivering high value services to its clients, Geoforce is constantly looking for high integrity, well-rounded professionals who thrive on challenges, are fascinated by technology, exhibit passion and pride, and don't mind rolling up their sleeves to get a job done.

What We Need 

Customer Success Managers serve as the central piece in our customer relationships at Geoforce. They are passionate about the customer experience and care deeply about their success, satisfaction and ensures that they are receiving value from our solutions. 

You are someone who takes a proactive approach to help both the customer and Geoforce win. You look at the big picture and go above and beyond to help manage critical commercial interactions and keep a customer long term. You listen to customer needs and issues and translate those into business objectives and strategies for success. You deliver value across the customer lifecycle and actively seek information about our customers and the markets they serve. You use metrics and create critical relationships. 

The CSM seeks and identifies opportunities for engagement and works closely with the account owner when needed. Occasional travel to have face-time with customers will be required. Developing working relationships with key contacts is a must, as you will represent the voice of the customer. You will work together with all departments to ensure the customer is getting the most value out of the products and services Geoforce provides. 

You are always listening for a sales opportunity and you understand how to route them within the organization. You’re not intimidated by new technology, and often find yourself as the internal and external advocate for new processes, systems, and technologies. You have a thirst for knowledge and take initiative to grow your industry expertise without any direction. You do all of this while being positive, energetic, and enthusiastic. 

Job Duties 

• Serve as the voice of the customer for the organization. 

• Be the central point of communication and escalation for customers. 

• Manage & analyze metrics regarding utilization, retention and satisfaction in order to improve our processes and solutions. 

• Effectively lead collaboration with Sales, Product Management, Support, and Software Development. 

• Serve as a product expert internally and externally. 

• Methodical record keeping in the CRM (Salesforce) and Gainsight. 

• Establish lasting relationships with key stakeholders within our customer base. 

• Knowledge of project management philosophies and strategies. 

• Travel as needed, domestic and international (Canada)

• Travel estimated 15-25 days per year. 

• MS Excel Ninjas are preferred, as you will need to prepare quarterly business reviews with detailed spreadsheets and presentations. 

Knowledge and Skills 

• Strong understanding of business process across industries  

• Familiar with both small business and enterprise customer needs. 

• Ability to provide direction to cross functional groups 

• Someone with grit who can take the lead with tough challenges and demonstrate skills in problem solving. 

• Strong communication skills, written and verbal, professionalism, and ability to work with all levels of the organization. 

• Positive attitude and demonstration of flexibility in project management approach to meet client needs. 

• Attention to detail and the ability to analyze and problem solve. 

• Ability to manage multiple tasks and responsibilities, and successfully work under time constraints. 

• Excellent organizational skills and a demonstrated ability to effectively coordinate, plan, monitor and manage projects as described. 

Education and Work Experience