• Customer Success Manager

    Job Locations US-VA-Herndon
    Posted Date 2 weeks ago(5/7/2018 11:17 AM)
    # of Openings
    Customer Service/Support
  • Overview

    Telular is a technology leader in IoT solutions for the commercial telematics, security and home automation markets. Its product and service offerings have evolved from the company’s history in fixed wireless terminals to include a broad range of turnkey solutions for industrial IoT and commercial telematics applications. Today, Telular’s portfolio brands combine the power of SaaS, cloud, services, and data analytics to help customers uncover new revenue opportunities, lower operating costs, and improve productivity.


    For over thirty years Telular has made smarter connections for its customers. By combining wireless technologies, purpose built devices, and SaaS commercial offerings, the company has been a disruptive force in the IoT market.  A culture of innovation and a dedication to customer success has put the company in a favorable growth position based on a large and loyal customer base and an ever increasing number of applications for its solutions.



    SkyBitz a division of Telular is the leading remote asset tracking and information management service provider, specializing in real‐time decision-making tools for companies with unpowered assets is currently looking for a Customer Success Manager to join our team in Herndon, VA.  


    This position is responsible for ownership of the customer relationship, upsell, renewal and retention from point of sale.  As a CSM, you will be responsible for driving the adoption of SkyBitz products and services, retention, and growth of a portfolio of Customers.  The CSM will serve as primary point of contact with our enterprise customers and engage with cross-functional teams to successfully onboard and resolve or manage all issues for customers. Organize, follow up and be proactive about customer issues to ensure overall customer satisfaction and success.


    The right candidate must understand the importance of proactive and regular customer engagement through steering committee processes, and is focused on building long-term strong relationships with our Customers.


    • Manage a portfolio of high value customers post-sales and post-onboarding through strong relationship-building, stakeholder engagement, and proactive communication
    • Drive additional sales revenue within existing, assigned customer base by building relationships with key players, becoming a trusted advisor and advocate and maintaining an on-going account strategy for finding value-added opportunities within the named accounts. 
    • Manage daily communication with customer contacts and relationships at all levels in order to provide superior customer service..
    • Proactively and professionally communicate on both tactical and strategic initiatives with the goal of increasing customer adoption, satisfaction, new offerings and retention.
    • Develop specific Customer account/success plans and conduct regular Business reviews with customers to proactively ascertain successes, challenges and opportunities for additional support and/or expansion.  Actively seek ways to provide continued value to the customer and drive long-term account growth.
    • Respond to and resolve inbound support issues. Engage with customer support team as Customer advocate and act as the Customer champion to ensure expedient resolution to customer issues and collaborate with other in-house resources to troubleshoot and resolve issues.
    • Lead retention efforts as needed to ensure retaining of assigned customers’ accounts revenue and positively impact churn measurements for Business unit.
    • Serve as an ambassador of the SkyBitz brand in all customer interactions, maintaining the highest level of professionalism and world class service our users have come to expect.


    • 3-5 years of experience (SaaS preferred) in a previous Customer Success, Account/Relationship Management and /or technical project management role
    • Strong relationship building and problem-solving skills
    • Passionate about customer advocacy with the drive to continually exceed goals in a fast-paced, high growth company
    • Technical fluency and enthusiastic about technology and how it can be leveraged to make customers more financially profitable and operationally efficient Ability to be proactive and manage multiple priorities and tasks simultaneously
    • Excellent communication skills with ability to convey information across all levels of an organization
    • High Proficiency with or other CRM software, Microsoft Office, Excel, Word, Access, and Outlook
    • Travel as required for customer meetings

     Do you have a passion for Customers, willing to roll-up your sleeves to ensure the success of your Customers?  If YES, apply today!


    What we offer

    • A culture that promotes freedom and responsibility
    • A challenging and rewarding career
    • Excellent benefits & Wellness program
    • Casual environment 

    To Apply:  


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