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Customer Success Manager

Company: Motus
Location: Milwaukee
Posted on: March 28, 2020

Job Description:

The Professional Services team is seeking a Customer Success Manager (CSM) to support our Enterprise customers throughout their lifecycle with Motus. The CSM will serve as a trusted advisor for their assigned customer accounts and provide an additional layer of strategic operational support. The CSM will develop strong relationships with their customers, ensure positive engagement with the Motus platform, and drive adoption and success outcomes, ultimately influencing retention, expansion, and advocacy across their book of business.

This is not a quota-carrying position, but the CSM will help identify expansion and upsell opportunities for the Sales and Enterprise Account Management teams.

Position Duties:


  • Serve as the primary point of contact for assigned customer accounts and continually delight customers with a positive, customer-centric attitude
  • Build strong relationships with customer administrators and conduct regular check-ins to assess end-user adoption, customer satisfaction, and program success
  • Provide education and coaching to drive product adoption and maximize product value for customers
  • Field customer inquiries and direct the resolution of any issues that arise, engaging the appropriate internal teams (Product, Ops, Member Services, Customer Care, etc.) as necessary to ensure proactive and timely resolution of client issues
  • Employ a consultative approach in discussions with customers to understand their goals and success measures. Establish a plan to ensure we are meeting the agreed upon goals.
  • Develop full understanding of customer program parameters and process. Improve customer experiences by identifying process improvements, bugs and potential system enhancements.
  • Serve as a customer advocate while capturing customer feedback and reporting requests to Product and Engineering
  • Think creatively to solve customer problems
  • Identify upsell opportunities for Motus Sales Representatives and Enterprise Account Managers
  • Identify successful customers and turn them into advocates, measured by participation in reference calls, case studies, webinars, and events
  • Develop and share best practices with team members to continually improve the quality, effectiveness, and efficiency of our processes

    Desired Skills and Experience:


    • Bachelor's Degree and 3+ years' experience in a customer-facing role
    • Excellent communication (written and verbal) and presentation skills
    • High degree of emotional intelligence and empathy
    • Strong understanding of corporate business world; prior experience in a SaaS preferred
    • Strong multi-tasking, organizational, and prioritization skills; high attention to detail
    • Customer-centric, can-do attitude with a strong sense of urgency and proactive approach to anticipating and resolving issues
    • Ability to understand and articulate technical concepts and derive solutions
    • Strategic collaborator with the ability to discern when to engage team members in the development of solutions and when to take accountability and work independently
    • Experience working with cross-functional teams (e.g. Sales, Product, Operations)
    • Proficiency in MS Office and Salesforce.com

      About Motus:

      For companies with mobile workers that drive for business, we are the most accurate mileage reimbursement and tracking solution available. The way we see it - mileage tracking and reimbursement don't need to be complicated. With an automated technology solution, companies gain visibility into their mobile workforce and accuracy in reimbursing every employee based on how much they drive and where they drive. The result? More time for employees to be productive in the field and sustainable cost savings for the business. You wouldn't reimburse someone for a client dinner without a receipt, so why should mileage be any different?

      Compensation & Benefits:

      Motus offers a competitive compensation package. Our company-wide comprehensive suite of benefits includes medical, dental, vision and life insurance, 401(k), unlimited vacation, time-off for volunteering, and more.

      Motus, LLC provides equal employment opportunity to all individuals regardless of their race, color, creed, religion, gender, age, sexual orientation, national origin, disability, veteran status, or any other characteristic protected by state, federal, or local law.

Keywords: Motus, Milwaukee , Customer Success Manager, Executive , Milwaukee, Wisconsin

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