Connected Solutions & Success Manager

Position Overview

The Connected Solutions Growth & Success Manager is responsible for accelerating customer adoption, engagement, and business value realization of My International and other connected vehicle solutions. This role combines customer success, business analytics, and value consulting to establish a data‑driven approach for increasing awareness, penetration, utilization, and long‑term customer success. The position will leverage data, KPIs, dashboards, and customer insights to identify adoption opportunities, understand barriers to usage, and develop strategies that drive measurable business outcomes.

Acting as the strategic voice of the customer, this role will partner closely with customers, dealers, sales teams, support organizations, and product management to ensure connected solutions deliver tangible value while influencing future product investments and growth opportunities. The ideal candidate is equally comfortable analyzing data, building business cases, developing adoption strategies, and articulating the “why” behind platform capabilities in a way that resonates with customers and stakeholders.

• Develop and execute strategies to increase customer awareness, enrollment, activation, adoption, and ongoing utilization of My International and related connected solutions.
• Identify adoption gaps and growth opportunities across regions, dealers, customer segments, and fleets.
• Lead initiatives that increase platform penetration and support successful onboarding and migration from legacy platforms.
• Partner with sales and dealer organizations to integrate connected solutions into the customer lifecycle and sales process.
• Establish scalable programs that drive sustainable customer engagement and long‑term platform adoption.

• Establish and manage key adoption, engagement, utilization, retention, and growth KPIs.
• Develop dashboards and reporting tools that provide visibility into platform performance at enterprise, regional, dealer, and customer levels.
• Define adoption and usage targets by region, dealer, and customer segment, while tracking progress against established goals.
• Analyze customer behavior, usage patterns, and engagement trends to identify opportunities, risks, and best practices.
• Provide executive‑level reporting and actionable insights that support strategic decision making.

• Translate platform features and capabilities into clear customer benefits and measurable business outcomes.
• Develop adoption playbooks, success stories, and value messaging that demonstrate how My International helps customers improve efficiency, uptime, productivity, and operational performance.
• Identify and communicate the “why” behind platform adoption by connecting customer challenges with available solutions and capabilities.
• Analyze customer feedback and platform utilization data to understand barriers to adoption and recommend improvement actions.
• Create targeted adoption campaigns and engagement strategies tailored to specific customer segments and business needs.
• Establish frameworks to measure and communicate customer value realization.

• Create dealer‑facing tools, dashboards, and insights that allow dealers and sales teams to proactively engage customers.
• Enable dealers with data‑driven visibility into customer adoption, engagement, and utilization.
• Build and lead a network of dealer advocates who promote best practices, customer engagement, and platform adoption.
• Partner with training, support, and field teams to improve customer outcomes and strengthen the overall customer experience.
• Develop scalable processes that increase customer engagement while reducing reliance on manual follow‑up activities.

• Gather, analyze, and synthesize customer and dealer feedback to identify unmet needs and improvement opportunities.
• Serve as the strategic voice of the customer within the organization.
• Influence My International product roadmap and portfolio priorities through customer insights, adoption data, and market feedback.
• Partner…