Associate Manager, Customer Success Managers - SMB

Who we are:

Motive empowers the people who run physical operations with tools to make their work safer, more productive, and more profitable. For the first time ever, safety, operations and finance teams can manage their drivers, vehicles, equipment, and fleet related spend in a single system. Combined with industry leading AI, the Motive platform gives you complete visibility and control, and significantly reduces manual workloads by automating and simplifying tasks.

Motive serves more than 120,000 customers – from Fortune 500 enterprises to small businesses – across a wide range of industries, including transportation and logistics, construction, energy, field service, manufacturing, agriculture, food and beverage, retail, and the public sector.

Visit gomotive.com to learn more.

About the Role: 

As an Associate Manager of Customer Success - SMB,  you will report to the Manager(s) of Customer Success, SMB Innovation Team. You will be responsible for leading a team of Customer Success Managers in our Pakistan offices to achieve their goals aligned to customer satisfaction, retention and churn mitigation. You will work with all members of the customer Success leadership team along with other departments to ensure our CSM’s are able to help our customers achieve business success through Motive’s suite of solutions. 

What You’ll Do: 

• Support in the development of a world class customer success organization at Motive.
• Lead a team of Customer Success Managers to ensure that as an organization we deliver on the value that was promised to our customers at their time of sale
• Support your team to deliver engaging data-driven and professional business reviews to all of their accounts
• Coach and lead to driving exceptional customer retention and renewal rates, cross-sell/up-sell opportunities, continued adoption, and happy reference customer
• Partner with sales to ensure expansion opportunities are identified through customer success qualified leads and closed successfully
• Review and provide feedback around the effectiveness of programs through metrics, dashboard, and regular analysis of our systems and processes
• Support and assist in resolving customer escalations, including participating in customer communication, developing a strategic solution and working collectively with other departments to ensure customer satisfaction

What We’re Looking For: 

• 4-5 years of experience managing a team of customer success managers. 
• 5+ years of customer-facing experience in consulting or customer success manager as an individual contributor.
• Experience as a player coach going above and beyond the general scope of work in a high-performing sales team
• Ability to influence Product, Support, Sales and Business Operations  teams to get things done for our customers
• Comfortable in a fast-paced environment that requires strong time-management and prioritization skills and is receptive to feedback, willingness to learn and embrace continuous improvement
• Professional client-facing skills including but not limited to strong presentation abilities, thoughtful question asking and negotiation abilities when needed
  Job Type: Hybrid (Office Days - Monday, Wednesday, Friday)
  Job Timings: 6 pm - 3 am 
  Location - Islamabad 

Creating a diverse and inclusive workplace is one of Motive's core values. We are an equal opportunity employer and welcome people of different backgrounds, experiences, abilities and perspectives. 

Please review our Candidate Privacy Notice here.

The applicant must be authorized to receive and access those commodities and technologies controlled under U.S. Export Administration Regulations. It is Motive's policy to require that employees be authorized to receive access to Motive products and technology. 

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