Customer Success Manager (USA)

Job Description This is a remote position. BrightOrder is seeking a dynamic and experienced Customer Success Manager to join our Customer Experience team. The ideal candidate will be passionate about ensuring customer satisfaction and will have a proven track record of leading and managing customer support teams. This role will be the vital link between our clients, sales and product teams in ensuring customer success. This role requires strong leadership skills, a deep understanding of customer needs in the technology industry, a high level of curiosity, and a strong desire to grow within our organization. Who are we? BrightOrder has spent the past 25 years developing technologies to help fleets enhance their fleet operations improving efficiency and profitability. The company develops systems, processes and workflows to assist fleet operators in effectively managing and maintaining their assets. We are a dynamic and forward thinking company that is constantly expanding its horizons. With a presence in three countries and a diverse team of international staff, we are committed to delivering excellence in all that we do. This work includes creating an innovative technology, a logic engine for advanced artificial intelligence systems which helps predict events and effectively mitigate associated risks. Leveraging cutting- edge technology, we have seamlessly integrated virtual operations into our business model to provide efficient and reliable solutions to clients across the globe. The company is privately owned and has headquarters in Mississauga, Ontario in Canada Our Purpose: “We Believe in Succeeding Together” Our mission is to identify the one way; the best way to perform every task undertaken by users, so that customers can focus on the business of fleet operation. At BrightOrder, we are passionate about our work and take great pride in the accomplishments of our team. We are dedicated to delivering the utmost quality of services and products to our customers. We are committed to providing the best tools and technology to make you better every single day. We believe that your success is our success, and that together we can reach new heights. What will you do? As BrightOrder’s Customer Success Manager, your main mission will be to oversee the effective execution of our product solution for our clients. You will: Lead, mentor, and motivate customer support team for innovation and success, while overseeing all aspects of customer support operations Develop a comprehensive understanding of our solutions technical aspects to deliver appropriate responses to client inquiries Track and analyze customer support metrics to identify trends, generate regular reports and provide data-driven insights to senior management Serve as the escalation point for complex customer issues ensuring prompt resolution and customer satisfaction. Effectively manage the start-up phase through disciplined project management to ensure implementation and optimal utilization of our solution Collaborate cross-functionally with product development, sales, and marketing teams to gather customer feedback and insights, to improve products and services Identify opportunities to enhance the customer experience through the implementation of new tools, technologies, QBR processes , and best practices. Develop and implement strategies to optimize customer support processes and procedures to enhance the overall customer experience. Generating new tools and training materials such as documentation and processes to streamline commissioning in all countries. Provide training for the client in collaboration with our product and sales teams on how to effectively utilize our system to fulfill their requirements Requirements What will you bring? 5+ years proven experience in customer support, customer success or customer experience management, preferably in the technology industry. Strong leadership and managerial skills, with the ability to motivate and develop a high-performing team. Excellent communication and interpersonal skills, with a customer-focused mindset. Analytical mindset with the ability to interpret data and derive actionable insights. Tech savvy with proficiency in customer support software and tools and project management skills. Proficient in English, knowledge of French and Spanish is an asset Experience with implementing customer experience strategies and initiatives. Ability to thrive in a fast-paced, dynamic environment and adapt to changing priorities. Ability to travel 20% of the time. Who are you? You are someone with a high level of curiosity You have a passion for learning, mentoring, and helping others succeed. You are a proactive individual with a positive attitude and high energy Ambitious professional with a strong desire to advance to the next level How will you succeed in this role? By demonstrating significant improvement in the department by consistently surpassing performance targets and implementing process enhancements By developing a deep understanding of the technical knowledge of our product solutions By establishing a strong presence in the company through nurturing a culture of innovation and collaborating effectively with cross- functional teams By effectively applying and implementing changes with impact on the company By demonstrating personal and professional growth by continuously developing skills and seeking opportunities for advancement within the department YOU'RE THE A PLAYER WE'RE LOOKING FOR IF You have passion for what you do. You are unusually driven and challenge oriented. You have high standards for your work. Excellence matters to you. You are an authentic , unique professional with a growth mindset and strive to be Better Everyday. Integrity, Accountability and honesty are part of your personal values If this sounds like you, we encourage you to please apply for this exciting opportunity. BrightOrder believes that by embracing differences, we become a better company; that’s why we are proud to be an Equal Opportunity Employer and hire only based on qualifications, merit, and business needs. If you require accommodation or assistance due to a disability, please contact [email protected] Benefits We offer a Competitive Benefits package including Health & Dental coverage and vision plan. Opportunity for growth in a startup based on innovation and technology. Remote Work