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Customer Success Manager
Tranztec
Administration
Staten Island, NY, USA
Posted on Apr 9, 2025
Job Description: Customer Success Manager (Solutions Engineer)
Reports To: VP of Customer Success
Position Summary:
The Customer Success Representative (Solutions Engineer) will be responsible for ensuring customer satisfaction and success throughout the entire customer journey. This hybrid role combines customer support, relationship management, and technical expertise to help our clients effectively implement and optimize our solutions. As a Customer Success Representative, you’ll use your technical knowledge to solve complex customer challenges, providing personalized solutions and educating clients on best practices. Your role will be integral in driving customer retention, expansion, and success.
Main Duties & Responsibilities
- Assist in pre-sales activities by participating in product demos, technical discovery calls, and proposal development.
- Serve as the technical point of contact for customers, offering expert guidance on product functionality and integration.
- Troubleshoot technical issues and provide clear, actionable solutions to address customer needs.
- Proactively manage customer relationships to ensure customer satisfaction and retention.
- Conduct regular check-ins and QBRs (Quarterly Business Reviews) to assess customer success, identify opportunities for growth, and ensure goals are being met.
- Act as the voice of the customer internally, sharing feedback and insights to improve our solutions and services.
- Leverage your technical expertise to configure and customize product offerings based on customer requirements.
- Create and present tailored demonstrations and proofs of concept to illustrate how our solutions can solve customer problems.
- Work closely with the Sales, Product, and Development teams to communicate customer requirements, feature requests, and improvements.
- Collaborate with internal teams to escalate and resolve complex issues as needed.
- Provide technical insights and support during product development to ensure that customer needs are met.
- Maintain up-to-date documentation on customer interactions, issues, and solutions.
- Report on key performance indicators (KPIs) related to customer success, including usage metrics, retention rates, and satisfaction scores.
Experience & Requirements
- Bachelor's degree in Computer Science, Engineering, Business, or a related field (or equivalent work experience).
- 3+ years of experience in a customer-facing role, such as customer success, solutions engineering, technical support, or implementation.
- Strong technical knowledge and problem-solving skills, with the ability to understand and communicate complex concepts to non-technical customers.
- Experience with SaaS products, APIs, integrations, or other technology-driven solutions.
- API/Integration experience and working knowledge of SQL and JSON
- Excellent communication and interpersonal skills, with the ability to build strong relationships and work collaboratively across teams.
- Strong troubleshooting abilities and attention to detail.
- Customer-oriented mindset, with a passion for helping clients succeed and grow.
- Ability to manage multiple customer accounts and priorities in a fast-paced environment.
- Experience with TMS and/or Transportation focused Telematics solutions STRONGLY preferred [Trimble, TMWSuite, McLeod, Truckmate, ICC, Platform Science, Isaac Instruments, Transflo or like systems].
- Knowledge of cloud-based platforms and integrations.
- Familiarity with CRM and Project software (e.g., HubSpot, Asana, JIRA, Salesforce, etc.).
- Certifications in technical support, solutions engineering, or related fields a plus.
JUMPSTART VENTURES
6701 Carnegie Ave. Suite 100
Cleveland, Ohio 44103
Tel: 216.363.3400
Email: [email protected]
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