Manager, Client Success Position Peachtree , GA | HYBRID

THIS POSITION CAN BE ONSITE, REMOTE, OR HYBRID

The Manager, Client Success role leads our Client Success team responsible for ensuring SMC3 customers – both new and longstanding – derive maximum value from SMC3’s product portfolio. The role oversees pre-sales activities, such as product demonstrations, as well as post-sales enablement, training, onboarding, and ongoing account stewardship. The key objectives of the role include achieving 100% customer satisfaction, proactively driving accountability and follow-through, maximum contract renewal rate, and customer expansion into more SMC3 product offerings.

The Client Success team plays a critical role across the entire commercial lifecycle, supporting Sales, Product, and Alliances from initial engagement through long term adoption.

• Execute the strategic vision across the Client Success team.
• Manage day to day activities of the Client Success team, ensuring efficient, high quality customer engagement.
• Train, coach, and mentor team members to enhance product knowledge, strengthen skills, and support career progression.
• Manage team performance, providing feedback, goal setting, and accountability.
• Conduct or oversee customer meetings, including product demonstrations and onboarding training.
• Ensure proactive follow up, timely issue resolution, and a consistent, positive customer experience throughout the customer lifecycle.
• Champion customer needs and advocate internally to drive solutions, improvements, and enhance experience.
• Use monitoring tools (e.g., Datadog, support tools, etc.) for proactive customer oversight. Communicates product opportunities or gaps with the product team.

• Operational Management & Process Execution

• Work with the Vice President to establish team goals, metrics, and execution plans.
• Oversee customer integrations (especially through Alliance Products), including outreach, tracking, and identifying/resolving gaps to accelerate time to production.
• Maintain accurate CRM records, including integration data, customer contacts, and action-item completion.
• Own escalations end-to-end with timely updates and root-cause resolution.

• Team Leadership & Development

• Execute the strategic vision across the Client Success team.
• Manage day to day activities of the Client Success team, ensuring efficient, high quality customer engagement.
• Train, coach, and mentor team members to enhance product knowledge, strengthen skills, and support career progression.
• Manage team performance, providing feedback, goal setting, and accountability.

• Customer Engagement & Support

• Conduct or oversee customer meetings, including product demonstrations and onboarding training.
• Ensure proactive follow up, timely issue resolution, and a consistent, positive customer experience throughout the customer lifecycle.
• Champion customer needs and advocate internally to drive solutions, improvements, and enhance experience.
• Use monitoring tools (e.g., Datadog, support tools, etc.) for proactive customer oversight. Communicates product opportunities or gaps with the product team.

• Operational Management & Process Execution

• Work with the Vice President to establish team goals, metrics, and execution plans.
• Oversee customer integrations (especially through Alliance Products), including outreach, tracking, and identifying/resolving gaps to accelerate time to production.
• Maintain accurate CRM records, including integration data, customer contacts, and action-item completion.
• Own escalations end-to-end with timely updates and root-cause resolution.

• Cross Functional Collaboration

• Partner with Sales as well as Alliance Partnership, Product, and Support teams to ensure a seamless, end to end customer journey.
• Ensure the Client Success team supports the commercial process from initial engagement through long term retention and expansion.

• Bachelor’s Degree from an accredited college or university
• Minimum 5 years of experience in a transportation and/or technology related company
• Minimum 3 years of managerial experience
• Highly motivated individual with strong interpersonal skills and ability to represent the organization in a professional manner
• Proven intellectual curiosity and proactive learning mindset
• Ability to manage multiple priorities and drive accountability
• Strong communication, collaboration and customer-facing skills
• Experience performing supply chain analytics a plus
• Knowledge of SOAP/RESTful web service messaging a plus
• Ability to read/understand XML/JSON messages a plus

We are committed to equal employment opportunity regardless of race, color, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability, gender identity or veteran status.