Customer Success Manager (Retention Specialist) - Bobtail

About Bobtail: Bobtail is dedicated to increasing happiness by eliminating inefficiencies in the supply chain. We envision a supply chain without friction, fraud, waste, and abuse where companies succeed based on the value they create.

We work in a unique way at Bobtail, where we value teams over individuals and encourage experimentation and iteration to constantly improve. Teams are given flexibility in working towards a shared purpose and the freedom to decide how they will accomplish their goals.

If you are an out-of-the-box thinker who takes a proactive approach in collaborating with others to solve problems and achieve goals, we would love to talk to you.

The things we value:

• Mission
• Teams over individuals
• Collaboration
• Communication
• Iteration
• Experimentation and failing fast
• Initiative and solutions-oriented approach
• Documentation
• Data
• Mental health and work-life balance
• Diversity
• Transparency

You should apply if you are/have:

• Sales skills
• 1-3 years of experience in SaaS and B2B environments
• Excellent English and Punjabi proficiency – written and verbal communication skills
• 1-3 years of proven experience in retention
• A Bachelor’s Degree in relevant fields (business, marketing, customer service)
• Prior US trucking industry experience is a plus

Qualities and Attributes:

• Active listening skills
• Good time management
• Great communication skills
• Persuasion ability
• Compassion
• Critical thinking and problem-solving skills
• Good organizational skills
• Attention to detail
• Patience and resilience
• Willingness to go above and beyond
• Data orientation
• Ethical conduct
• Collaborative attitude
• Cultural sensitivity
• Adaptability

You will be responsible for:

• Customer relationship management by maintaining long-lasting relationships, monitoring customer adoption and satisfaction through customer outreach.
• Collaborating with team members to decrease churn, increase retention rates, and improve brand loyalty.
• Troubleshooting problems; addressing customer issues, complaints, and dissatisfaction promptly and coordinating with relevant departments to find solutions and follow up.
• Identifying at-risk customers, developing, and implementing retention strategies.
• Collecting customer feedback to provide insights for product owners and marketing teams to enhance our service.
• Monitoring assigned emails (personal and terminations) to address requests in a timely manner.
• Documenting customer interaction, feedback, and resolution in the CRM, and regularly reporting on retention efforts and outcomes.
• Identifying opportunities to upsell or cross-sell. Providing information about complementary offers and/or new products.
• Maintaining an in-depth understanding of our products, services, and value proposition to educate customers.

Benefits:

• Monthly Mental Break Day
• Paid Time Off
• Work from home (or wherever)
• Parental leave