Customer Success Associate, SMB - Remote

Overview

Motive empowers the people who run physical operations with tools to make their work safer, more productive, and more profitable. For the first time ever, safety, operations and finance teams can manage their drivers, vehicles, equipment, and fleet related spend in a single system. Combined with industry leading AI, the Motive platform gives you complete visibility and control, and significantly reduces manual workloads by automating and simplifying tasks.

Motive serves more than 120,000 customers – from Fortune 500 enterprises to small businesses – across a wide range of industries, including transportation and logistics, construction, energy, field service, manufacturing, agriculture, food and beverage, retail, and the public sector.

Visit gomotive.com to learn more.

About the Role:

CS SMB Retention is responsible for relationship building with Motive customers. This position coordinates, executes, and manages programs built to effectively retain customers through positive relationship-building, listening to concerns/addressing issues, and educating customers on the value of our products.

A customer-oriented focus is necessary in order to preserve long-term customer satisfaction. This position requires someone that is highly organized, has excellent communication skills and demonstrates good judgment.

What You'll Do:

• Identify signals of at-risk accounts and collaborate with internal teams to remediate and ensure a successful renewal

• Handle large volume of phone conversations and email inquiries

• Maximize customer lifetime value and minimize churn risk while increasing overall customer satisfaction and identifying up-sell opportunities

• Build quick rapport with customers and apply both persuasive rebuttal skills and problem-solving strategies while providing solutions

• Problem solving is a must as you quickly identify the root cause of customer issues and work with them to implement fair contract negotiations

• Creating quotes and order forms including sending via Docusign and following up with the customer to get their signatures

• Correcting and answering questions related to sent order form

What We're Looking For:

• 3+ years prior experience in a customer facing role (sales and/or support)

• Experience working on multiple queues

• Strong ability to build and maintain customer relationships

• Effective listening and problem-solving skills

• Excellent communication (both written and verbal) and presentation skills

• Proven ability to manage multiple responsibilities with a high attention to detail and professionalism