Customer Success Manager, Track24
+ Bonus
Operational risk management and communications solutions
Job no longer available
Operational risk management and communications solutions
21-100 employees
Job no longer available
+ Bonus
21-100 employees
Company mission
To enhance the safety and security of people and physical assets via the effective provision of technology.
Role
Who you are
- We are keen to find someone who can not only advise, but stand as an industry expert, as they recommend, guide and train customers on this first to market product
- Whilst we aren't necessarily looking for someone with direct experience working in our field, we are keen to find someone who has worked within a similar role, within the SaaS or wider technology field
What the job involves
- We are currently scaling our Customer Success team, following the recent, successful launch of our product BETA programme
- As a member of the team, you will play a crucial role in scoping the product out to our prospective customers, as well as onboarding, conducting customer trials, and user training
- Equally, you will play a role in demoing future version releases, and in the migration of our existing clients onto the platform
- As a key contributor to the commercial success of Track24, you will be the main point of customer knowledge, as you feed back into the business customer responses, and their honest product experience
- Additionally you will be responsible for advising the customer on the product, acting as an industry expert in order to inform them of the product scope
- Supporting our customers through the pre-sales process, listening to the customer and demonstrating understanding with a well-informed contribution to the pre-sales activity
- Utilising, validating and improving tools and processes to deliver an outstanding onboarding experience for our customers following successful tenders
- Acting with pace in the effective management of any escalated complaints raised by customers, raising these with our engineering team and supporting the customer through a resolution as quickly as possible
- Fostering effective relationships between customers and support, making it easier for users to solve small or short-term problems
- Effectively advocating the needs of the customer through an in-depth understanding of customers likes and dislikes about our software and services ultimately maximising on the product value for the customer
- Tracking, managing and motivating all customer success team members to utilise and embed onboarding and training tools and processes
- Overseeing and tracking customer satisfaction and making sound recommendations for improvements
- Utilising internal systems to log issues, escalating unresolved queries and following up effectively with relevant departments to ensure timely resolution
Salary benchmarks
Our take
The high-risk environment landscape is rapidly changing as the vital need to protect people and company assets become increasingly complex. Track24’s hardware and software solutions support loss prevention, high-value asset protection, and risk mitigation and management.
By leveraging Inmarsat and/or Iridium satellite networks, the company’s proven hardware technology has provided support for drivers, fleets, and teams on the ground in life-threatening, emergency situations in high risk-locations across the globe. Track24 also has partnerships with Akkadian International and AtlasNXT, furthering its data-driven location intelligence and scalability.
Operating in over 35 countries, the company has over 100 customers, with clients including large multinationals, government agencies and NGOs, the company is well set to remain a leading force in the revolution and evolution of the loss and prevention space.
Freddie
Company Specialist at Welcome to the Jungle
Insights
Company
Company HQ
London, UK
Leadership
Daniel Bridges
(CEO, not founder)Current Managing Director at Stentorian Consulting Limited. Former Corporate Consultant (Special Projects) at Iqarus, Executive Director (Finance, Risk & Corporate relations) at Exmed UK Ltd, and COO of Pax Mondial Limited.
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