Customer Success Manager

PURPOSE 

• Our client, a fleet management company, is seeking a proactive and commercially minded Customer Success Manager to manage customer relationships, ensure customer satisfaction, coordinate technical issue resolution, and drive customer retention and business growth. The successful candidate will identify opportunities to expand existing accounts through cross-selling and upselling the company’s fleet management, telematics, automotive, insurance, rescue and recovery, and IoT solutions.

KEY RESPONSIBILITIES

• Build and maintain strong customer relationships to improve satisfaction and retention.
• Coordinate customer onboarding, system activation, training, and adoption of AFMS solutions.
• Oversee customer complaints, technical troubleshooting, and issue resolution, ensuring significant issues are addressed within 24 hours.
• Monitor service delivery, SLA compliance, and vehicle tracking or hosted asset availability.
• Manage customer renewals and proactively address risks that could lead to customer loss.
• Identify cross-selling and upselling opportunities across AFMS's five business units.
• Drive growth within existing accounts, targeting additional units and increased annual sales.
• Maintain accurate customer records, CRM data, and performance reports.
• Coordinate with technical, operations, and sales teams to resolve customer issues and improve service delivery.

QUALIFICATIONS AND EXPERIENCE

• A degree in Engineering, Computer Science, Information Technology, Software Engineering, or a related field. Graduates from other disciplines with strong analytical and problem-solving skills may also be considered.
• 5–10 years of experience in customer success, fleet management, telematics, IoT, technical support, SaaS, logistics, asset management, or B2B account management.
• Experience with GPS tracking, fleet management systems, IoT solutions, fuel monitoring, or asset monitoring will be an added advantage.
• Strong communication, customer relationship management, troubleshooting, and coordination skills.
• Ability to identify business opportunities, retain customers, and drive account growth.
• Strong analytical skills, accountability, attention to detail, and follow-up discipline.

KPI's: 

• High customer satisfaction and retention.
• Timely resolution and escalation of customer issues.
• Compliance with service delivery standards.
• Growth in additional units and revenue from existing customers.
• Identification of cross-selling and upselling opportunities