Strategic Services Manager

This is a fully remote position, open to applicants in California, +4 more states.

📋 Description

• Interact with customers at risk of churn to reduce retention issues and enhance loyalty.

• Build and/or restore strategic partnerships with at-risk clients.

• Formulate and implement recovery strategies to realign customers with their goals.

• Offer best practice insights and ongoing optimization efforts.

• Create an engagement and communication framework aimed at achieving customer objectives.

• Track customer health and churn risks to identify and address deficiencies.

• Provide high-level oversight of customer strategic initiatives.

• Serve as an internal advocate for customers and collaborate to adopt new methodologies.

• Work alongside internal teams to ensure clients are making progress towards their goals.

• Leverage expertise to enhance Customer Success workflows.

• Develop and promote the use of standard playbooks and documentation.

• Keep up-to-date with industry trends and technical knowledge by participating in workshops.

⛳️ Requirements

• Bachelor’s Degree in a relevant discipline or equivalent professional experience.

• Over 3 years of progressive experience in customer success, account management, customer operations, client services, or program management in a client-facing role.

• Strong executive presence with exceptional consultative, presentation, and relationship-building skills.

• Outstanding written and verbal communication abilities.

• Excellent organizational skills and adept at managing competing priorities.

• Comfortable navigating ambiguity and overcoming challenges.

• Proven experience collaborating with Executive and C-level teams.

• Ability to facilitate cross-functional collaboration with internal teams.

• Clear understanding of transportation best practices.

• Experience in project management and/or ITIL methodologies.

🏝️ Benefits

• Medical

• Dental

• Vision

• Life

• Disability

• Time off plans

• Retirement plans

• Paid Parental Leave

• Employee Stock Purchase Plan