Customer Success Manager

7 months ago

Auckland City, New Zealand Teletrac Navman Full time

As the Customer Success Manager for New Zealand, you will play a pivotal role in leading and developing the Customer Success Team while also managing your own portfolio of customers. This role requires a combination of managerial skills, coaching abilities, and hands-on customer engagement to drive retention, renewal, and revenue growth targets.

**Responsibilities and Duties**:

- Manage the New Zealand Customer Success Team, providing leadership, coaching, and mentorship to team members.
- Proactively manage all retention, renewal, and customer account activities to meet or exceed annual targets for churn reduction.
- Drive increased usage of the solution with existing customers, focusing on enhancing customer experience and value.
- Assess customers' current level of service and work with them to maximize the value derived from the solution.
- Collaborate with the sales team to identify upsell opportunities and support tech refresh initiatives.
- Maintain a comprehensive knowledge base of product features and functionalities, including competitive products.
- Liaise with internal teams to address and resolve customer issues promptly and effectively.
- Implement FBS tools and methodologies to drive continuous improvement in customer success practices.

Management Responsibilities:

- Ensure team members understand their roles in achieving Teletrac Navman's business plans and provide ongoing communication and support.
- Build and nurture a high-performing team through effective leadership, coaching, and development initiatives.
- Create and manage onboarding, training, and development programs for team members.
- Collaborate with the Customer Success leadership team to drive strategic initiatives and foster a culture of collaboration.
- Foster an environment of open communication and trust, motivating team members to achieve objectives.
- Conduct regular performance reviews, provide feedback, and facilitate career planning and succession planning.
- Optimize resources and establish short-term and mid-term plans to ensure team objectives are consistently met.
- Enhance team members' industry knowledge and understanding of relevant products and technologies.

Required Skills / Qualifications:

- 5+ years of experience in customer engagement, customer success, enterprise sales, or related roles.
- Advanced business acumen with the ability to develop and implement strategies to drive business growth and create data-driven reports.
- Analytical mindset with the ability to interpret data and derive actionable insights.
- Strong understanding of customer experience management and relationship-building strategies.
- Proven track record in customer success, including the development of successful processes and systems.
- Deep understanding of software businesses, including subscription and renewal models.
- Familiarity with customer success tools and methodologies.
- Excellent communication skills, both verbal and written, including the ability to engage with C-level customers.
- Business development experience is a plus.
- Ability to develop and maintain strategic customer relationships.

LI-AK2 #LI-HYBRID

Vontier is a $3B global industrial technology company focused on smarter transportation and mobility. Our six operating companies—Gilbarco Veeder-Root, Global Traffic Technologies, Teletrac Navman, Matco Tools, Hennessy Industries, and DRB Systems—are united by a powerful purpose: mobilizing the future to create a better world. Our portfolio of trusted brands includes market-leading expertise in mobility technologies, retail and commercial feeling, fleet management, telematics, vehicle diagnostics and repair, and smart cities. Vontier’s pioneering solutions advance safety, security, efficiency, and sustainability worldwide.

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