2 months ago

We are a leading provider of Labor Management Software and Solutions, helping mid-market and enterprise customers decrease labor costs by improving employee retention, identifying process improvement opportunities, and creating a culture of high-performance.

This role works with our SaaS Customers to ensure they are receiving full value and benefit from their investment in ProTrack, our industry leading Labor Management Software application. Our customers utilize ProTrack in warehouse, manufacturing, and delivery driver operations, and our CSM’s take the lead ensuring each one is set-up to succeed and achieve the ROI identified during the sales process.

As a CSM your responsibilities will include:

Orchestrate overall relationship with assigned clients, which will include Growing adoption, ensuring retention, and happiness.
Work with clients to build Customer Success Plans, establishing critical goals, to aid the customer in achieving their objectives.
Measure and monitor customer’s achievement of critical and key performance indicators, reporting both internally to TZA Account team and externally to Customer Sponsors and Executives.
Establish regular cadence (Weekly, Monthly, Quarterly) with each assigned client, to review executive dashboards and program status.
Cement yourself as a trusted/strategic advisor with customers and drive continued value of our products and services.
Work closely with the TZA Account Managers to find opportunities for new usage of ProTrack LMS across organizational functions.
Advocate customer needs/issues cross-departmentally and program-manage customer concerns.
Provide insight with respect to the availability and applicability of new products and features.
Act as the liaison for ProTrack technical inquiries, issues or escalations. This will include working with Product Support and Product Development teams, or others as needed.

Required Skills and Qualifications:

3-5 + years in a related function with direct customer advocacy and engagement experience in post-sales or professional services functions.
Since this role is customer facing, you will possess exceptional verbal, written, social, presentation, and interpersonal skills.
Ability to remain highly organized and prioritize customer needs.
Comfortable working at all levels within a customer’s organization, from the VP to the warehouse supervisor.
Labor Management/Productivity software experience desirable
Knowledge of warehouse operations, warehouse material and information flows and processes desirable.
Ability to travel up to 20% (but likely less).
Bachelor’s degree required

Job Location

Home office location is acceptable. Proximity to a major airport is required.

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