Customer Success Manager, Customer Care


THE POSITION

 Trapeze is looking for passionate, create and highly competent individuals to be a part of the Customer Success Management team.  Reporting to the Director of Customer Care, the Customer Success Manager (CSM) will be responsible for working with our Top-Tiered customers.

In this strategic role, you will be responsible for the overall well-being of the customer by monitoring customer health/engagement; creating customers programs to drive awareness of relevant Customer Care education; driving adoption of new and existing functionalities of the Trapeze product suite; serving as an escalation point for customer issues.

The focus of this role is to ensure our top-tiered customer realize the full value of their investment with Trapeze. 

This role would spend a significant of time as a customer champion, ensuring that the needs/requirements considered critical to the success of these customers are communiated and managed throughout the Trapeze organization.

 Job Responsibilities:

  • Engage regularly with customers via strategic and operational reviews to evaluate their needs and strategic direction
  • Collaborate with Account Management counterparts to develop account that plan focus on solution adoption
  • Drive customers forward in order to execute on the account plan; hold customers accountable to commitments, ask critical questions, navigate up and around the organization and find ways to expand the Trapeze footprint
  • Present the Trapeze value proposition and product features to audiences ranging from Senior Executives to front line users of the system
  • Educate customers on the value they can derive from the Trapeze product suite
  • Promote the use of Trapeze Customer Care programs, such as Webinars, Meet-ups, Certification
  • Continually assess, document and analyze customer progress towards the stated goals and results.  Openly share this with the customer and provide guidance on how to best achieve these goals.
  • Ensure customers employ best practices and their Trapeze solution is optimized for maximum value; Leverage consultative skills to guide customers appropriately; Help customers understand their organizational needs (process enhancements, or product additions)
  • Ensure account issues are resolved in a timely manner, engaging internal resources across Trapeze as needed
  • Gather customer product feedback and communicate with product management to shape product roadmap development

 Job Qualifications:

·         Bachelors degree in technology, business, computer science or Engineering

·         Project Management Professional (PMP) with five or more years of direct project management experience in technology preferred

·         strong technical skills and ability to communicate with clients on technical matters

·         organized and highly detailed with excellent oral and written communication skills

·         strong group presentation skills

·         proven ability to work in a team environment and lead a team to a successful resolution

·         good troubleshooting and analytical thinking to resolve issues

·         proven customer relationship skills

·         willingness to travel on short notice and up to one week per month

·         knowledge of Trapeze product suite an asset

·         knowledge of transit industry an asset