Customer Success Account Manager

DW SalesFull TimeCanada

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Kick your career into high gear at Drivewyze! We are an innovative technology service provider to the transportation industry across North America and a successful Silicon Valley-style tech company located right here in Edmonton. Drivewyze is disrupting the commercial trucking industry by delivering unsurpassed time-saving and cost-effective technology solutions to commercial vehicle operators and carriers throughout the United States and Canada. We are on a mission to revolutionize highway safety and efficiency and we are growing fast.

See the video on who we are and how we are disrupting!

About the Role:

As a Customer Success Account Manager, you naturally have a customer-first mentality. You are excited to join our growing Rockstar team and oversee the deployment and onboarding of our software to our customer fleet organizations. You are passionate about customer success and driven and committed to going the extra mile. You are laser-focused on understanding and exceeding our expectations and have a love of technology and love to educate and guide others. Your strong organizational skills complement your sense of urgency, and you are ready to champion the customer experience from onboarding and adoption through to growth and retention!

Location: Head Office, Edmonton (Flexible to work remotely within Canada)

Report to: Director, Customer Success

Direct Reports: None

In this role, you will:

  • Champion the customer onboarding experience and set the stage as a best-in-class service provider using our customer journey and playbooks as your guide.
  • Facilitate the deployment and implementation process, mobilizing go-live plans with your customer organizations.
  • Guide and educate customers with demos and product demonstrations to build an understanding of our products and technical processes and support adoption.
  • Track and log activities, engagement, and discussions in our systems and utilize data and analytics to assess and evaluate account health and satisfaction.
  • Be the trusted advisor and product consultant for your portfolio, listening to customer needs and addressing problems that arise, and going the extra mile to provide an exceptional customer experience
  • Proactively communicate with customers and conduct ongoing business reviews to assess customer health metrics and ROI. This includes monitoring customer adoption trends, sentiment, and mining opportunities for deeper engagement.
  • Up-sell and cross-sell programs that fit customer needs.
  • Collaborate with other internal teammates to facilitate resolution when escalations arise.

This role is ideal for someone with:

  • A customer-first mentality and demonstrated success in establishing and cultivating strong customer relationships in a SaaS-based environment as highlighted in your previous account management, B2B, and/or customer success experience.
  • A love for technology and a passion to go the extra mile. This role is perfect for someone who is super-organized and prefers a busy, large portfolio of accounts.
  • Strong written and verbal communication skills with a high desire to get things done and feel accomplished every day. This role is a match with someone who operates with a high sense of urgency and thrives in achieving targets, goals and seeing success through their metrics and activities.
  • A passion for people and adapting to changing situations coupled with the ability to stay focused under pressure and the ability to juggle and pivot quickly to meet the need.
  • Technical proficiency and aptitude in CRM systems and the Microsoft suite of products including MS Excel.

Work with us because you believe in what we do.

Want to be part of a team whose mission is to save lives by reducing commercial transportation fatalities? How about being part of a tech company that will, again, disrupt the industry with a radical new idea? Want to experience what it’s like to work in a silicon-valley, start-up-like organization?

Although technically, we have been in business for over 15 years, we are proud to have maintained a start-up feel with each team member acting like owners modeling our values:

  • Create Exceptional Experiences. Think like a customer, colleague, partner, and stakeholder. Strive to go above and beyond and have a positive impact on others.
  • Drive to Succeed. Be purposeful and accountable. Persevere through challenges and seek ways to enable success. Operate with speed, agility, and excellence.
  • Empower and Lead. Take initiative and be proactive. Identify problems quickly and help tackle them. Have a voice, share ideas and give constructive feedback. Encourage others to do the same.
  • Disrupt Creatively. Be curious, explore ideas without bias, and fearlessly try new things. Foster innovation with diversity of thought. Merit ideas, not titles, and learn from failure.
  • Cultivate Relationships. Build credibility and influence with integrity, honesty, and commitment. Seek win-win outcomes and lead with transparency and high ethical standards.
  • Raise the Bar. Continually improve and grow. Build for the future, develop capability, and help others to learn. Take risks and aim high. Don’t iterate when you can change the game.
  • Play as a Team. Navigate with genuine, care, respect, and inclusiveness. Create momentum through collaborative partnerships. Celebrate successes and have fun.

Let’s talk compensation and perks:

  • Competitive compensation package, including benefits.
  • Open vacation program with unlimited vacation days.
  • Inclusive, collaborative culture.
  • Social initiatives and virtual events until we are back in the office to battle in our games room (we call it Vegas) and face-off in ping pong, foosball, darts, and board games.
  • Organized fun time – Debate a book in the book club, go for a jog with the running club or join in a lunchtime game of soccer, baseball, hockey, even golf!

About Us:

Drivewyze is disrupting the commercial trucking industry by delivering unsurpassed time-saving and cost-effective driving solutions to commercial vehicle operators and carriers. We’re on a mission to revolutionize the delivery of highway safety and transportation management through world-class products, systems, and services. Drivewyze’s parent company, Intelligent Imaging Systems Inc. (IIS), is a supplier and integrator of some of the most advanced commercial vehicle inspection and safety systems today. We provide transportation and law enforcement agencies with the industry’s most technologically advanced tools to make the goals of safety and security more efficient and effective.

Drivewyze PreClear is a mobile application that runs on iOS, Android, and embedded devices. The app provides bypasses to long-haul truck drivers via an on-screen notification using GPS information. The Drivewyze app is supported by a multi-tier cloud-based infrastructure that is connected to various law enforcement databases and provides visibility to law enforcement personnel about the Drivewyze bypasses happening at each supported weigh station.

Intelligent Imaging and its subsidiary, Drivewyze is an equal opportunity employer. All qualified applicants will be given consideration for employment without regard to race, color, religion, sex, national origin, disability, or protected veteran status.