The Manager, Client Success role leads our Client Success team responsible for ensuring SMC3 customers – both new and longstanding – derive maximum value from SMC3’s product portfolio. The role oversees pre-sales activities, such as product demonstrations, as well as post-sales enablement, training, onboarding, and ongoing account stewardship. The key objectives of the role include achieving 100% customer satisfaction, proactively driving accountability and follow-through, maximum contract renewal rate, and customer expansion into more SMC3 product offerings. The Client Success team plays a critical role across the entire commercial lifecycle, supporting Sales, Product, and Alliances from initial engagement through long term adoption.
Essential Functions
Team Leadership & Development
Execute the strategic vision across the Client Success team.
Manage day to day activities of the Client Success team, ensuring efficient, high quality customer engagement.
Train, coach, and mentor team members to enhance product knowledge, strengthen skills, and support career progression.
Manage team performance, providing feedback, goal setting, and accountability.
Customer Engagement & Support
Conduct or oversee customer meetings, including product demonstrations and onboarding training.
Ensure proactive follow up, timely issue resolution, and a consistent, positive customer experience throughout the customer lifecycle.
Champion customer needs and advocate internally to drive solutions, improvements, and enhance experience.
Use monitoring tools (e.g., Datadog, support tools, etc.) for proactive customer oversight. Communicates product opportunities or gaps with the product team.
Operational Management & Process Execution
Work with the Vice President to establish team goals, metrics, and execution plans.
Oversee customer integrations (especially through Alliance Products), including outreach, tracking, and identifying/resolving gaps to accelerate time to production.
Maintain accurate CRM records, including integration data, customer contacts, and action-item completion.
Own escalations end-to-end with timely updates and root-cause resolution.
Cross Functional Collaboration
Partner with Sales as well as Alliance Partnership, Product, and Support teams to ensure a seamless, end to end customer journey.
Ensure the Client Success team supports the commercial process from initial engagement through long term retention and expansion.
Qualifications
Bachelor’s Degree from an accredited college or university
Minimum 5 years of experience in a transportation and/or technology related company
Minimum 3 years of managerial experience
Highly motivated individual with strong interpersonal skills and ability to represent the organization in a professional manner
Proven intellectual curiosity and proactive learning mindset
Ability to manage multiple priorities and drive accountability
Strong communication, collaboration and customer-facing skills
Experience performing supply chain analytics a plus
Knowledge of SOAP/RESTful web service messaging a plus
Ability to read/understand XML/JSON messages a plus
We are committed to equal employment opportunity regardless of race, color, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability, gender identity or veteran status.
