Senior Customer Success Manager

Job Description

Job Summary

Customer Success Managers are responsible for managing the customer's experience with Penske Digital products and services. They help to inform business strategies and influence product development by helping internal stakeholders understand the customer experience and keep the customer "top of mind". CSMs will help customers to succeed by ensuring they are optimizing our products and services to get the most ROI possible.

Senior, Customer Success Managers are leads for the Customer Success team. They will provide hands-on training and on-going mentorship for all team members to help with their development.

Job description

The Customer Success team is a dedicated group of customer champions; that leverages their expertise to help customers understand, adopt, and implement new tech, so they can achieve their desired outcomes with our products and services.

We are looking for individuals who are agile self-starters with a hyper-focus on the customer. A CSM that can work independently and collaborate with cross-functional teams to delight our customers and curate stellar experiences for them.

Our ideal candidate is passionate about helping others. A people person that is adept at building and maintain strong relationships with their assigned accounts. Someone who can work with our clients to gain a deep understanding of their business goals, needs, and challenges then seamlessly leverage our products and services as solutions to address them.

Senior, Customer Success Managers have all the same functions and responsibilities of a Customer Success Manager. However, they focus their efforts on our largest/top clients. Additionally, Senior CSMs are team leads and mentors for members of the Customer Success team. They support CS by helping with their training and development. Senior CSMs are expected to have a in depth subject matter expertise with respect to our products and services.

This is an opportunity to work with our exciting up and coming Penske Digital Experience team to ensure delivery of thoughtful and strategic transportation technology solutions for each Penske customer.

Working in our Department will make you feel like you are working for a tech startup nestled in Silicon Valley! This is a full-time position at our corporate office in Reading, PA.

Major Responsibilities

• Customer Onboarding

• Customer Advocacy

• Demonstrate and Deliver Value

• Relationship-focused Client Management

• Understand and Anticipate Customer Needs

• Influence Product Road Maps

• Subject Matter Expertise

• Team Lead/Mentor

• Leadership Skills

• Administrative Tasks/Data Entry

• Other projects as assigned by the supervisor

• Regular, predictable, full attendance is an essential function of the job

Qualifications

Qualifications & Skills

• Effective Communication Skills (e.g. Written & Verbal)

• Strong Presentation Skills

• Active Listening

• Problem Solving/Critical Thinking

• Time Management

• Organizational Skills

• Attention to Detail

• Prioritize Multi Priorities

• Emotional Intelligence/Empathy

• Relational Intelligence

• Expectation Management

• Relationship Management

• Customer Service/Customer Focus

• Tech Savviness/Aptitude

• Willingness to travel as necessary, work the required schedule, work at the specific location required, complete Penske employment application, submit to a background investigation (to include past employment, education, and criminal history) and drug screening are required.

Relevant Experience

• 5+ years of experience in Customer Service, Communications, Marketing, Sales, Account Management, or Customer Success

Education

Bachelor's Degree preferred but will consider experience in lieu of degree.

Physical Requirements:

• The physical demands described here are representative of those that must be met by an associate to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• The associate must regularly lift and /or move up to 25/lbs12kg, frequently lift and/or move up to 50lbs/ 23kg and occasionally lift and/or move up to 100lbs/45kg.

• Specific vision abilities required by this job include Close vision, Distance vision, Peripheral vision, Depth perception and Ability to adjust focus.

• While performing the duties of this Job, the associate is regularly required to stand; walk; sit and talk or hear. The associate is frequently required to use hands to finger, handle, or feel and reach with hands and arms.

Penske is an Equal Opportunity Employer.

About Us

About Penske Truck Leasing/Transportation Solutions

Penske Truck Leasing/Transportation Solutions is a premier global transportation provider that delivers essential and innovative transportation, logistics and technology services to help companies and people move forward. With headquarters in Reading, PA, Penske and its associates are driven by a dedication to excellence and a commitment to customer success. Visit Go Penske to learn more.