SMB Customer Experience Manager

  • Keeptruckin
  • San Francisco, CA
  • Jan 05, 2020

Job Description

Who we are: 
KeepTruckin is on a mission to modernize the trucking industry. With the leading fleet management platform, we are bringing trucks online and fundamentally changing the way freight is moved on our roads.
We are a Forbes Cloud 100 company and we’ve been recognized by Glassdoor as a “Best Place to Work” in 2019. We’re on the hunt to find talented individuals to join our growing team.
Located in the city’s South of Market (SOMA) neighborhood, the KeepTruckin headquarters is a walk away from Oracle Park (go Giants!) and Union Square. Our building—built in 1923—has a unique industrial, open feel made comfortable with countless comfy couches and beautiful greenery. When they’re not working, you can find fellow team members playing pool, enjoying the rooftop view, and exploring this historical city.

About the Role:
As SMB Customer Experience Manager, you will deliver insights and strategies to help KeepTruckin deliver a world-class customer experience for our SMB customers. You will build a comprehensive view of our existing customer journey, identifying customer pain points and the impact of various touch points on customer success, satisfaction and retention. Based on your analysis, you will plan and execute new automated touches, help refine Customer Success team outreaches and utilize the Voice of the Customer to inform Keeptruckin’s product roadmap. We're looking for a customer-obsessed leader eager to tackle the challenges faced by a company experiencing hyper-growth, and motivated by the opportunity to drive substantial impact.

Responsibilities:

Develop and maintain an exhaustive customer journey map which documents all touchpoints for SMB customers and their impacts on the customer lifecycleIdentify tools and develop methods to increase customer activation at scaleConduct surveys and interviews to synthesize customer feedback into actionable insights to inform future product developmentAssess drivers for customer churn and deliver scaled customer treatments to augment our Customer Success team effortsTrack the effectiveness of all Customer Success activities and continue to refine segmentation messaging and tacticsPartner with Product, Engineering, Business Operations and other cross-functional teams to advocate for tool and product improvements to further enhance customer successOwn, improve and maintain automatic touch points throughout the SMB journey

Qualifications:

Customer-centric thinker with a track-record of delivering scalable solutions in a high-growth environment5-10 years of experience in Customer Experience Management, User Experience or Customer Success with a strong familiarity with Customer Journey Mapping and in-product customer onboarding toolsStrong project management skills with the ability to lead cross-functional teams to deliver resultsAbility to thrive in a high-growth, high-ambiguity environment; setting personal objectives and ruthlessly prioritizing activities based on impactBias-to-action with an experimental mindset: you love to test, learn and refineAnalytical drive to measure the results of your work and desire to continually improve upon key metricsFamiliarity with Salesforce.com, Gainsight, WalkMe, Pendo, AppcuesHard-working, humble and collaborative