Director of Client Success

The Opportunity

NexTraq, a subsidiary of Michelin North America, is looking for an experienced, driven, detailed, and creative Director of Client Success to join our Sales Leadership team. This addition to the team should be highly organized, energetic, professional, personable, a talented communicator, and passionate about providing high touch and communication with customers.

In this role, the Director of Client Success will enable a passionate group of Client Success professionals to own value delivery and execute a world class customer experience. In this role, you will be a critical member of our sales leadership team and will help efficiently shape NexTraq’s strategy and framework to drive customer adoption, business performance, revenue precision and customer satisfaction. This is a highly visible role, requiring a strong blend of functional expertise, analytical discipline and strategic business management.

This is a great opportunity for someone who is looking for a role that will directly impact the growth and success of a fast-growing technology company that’s a part of the Michelin North America family.

Working from NexTraq office in Atlanta, GA is preferred.

Primary Responsibilities:

• Lead a growing team of talented Client Success Managers and Sales Engineers
• Cultivate meaningful customer intimacy
• Improve customer satisfaction scores and NPS
• Improve customer retention and reduce churn
• Connect Client Success Managers and Sales Engineers across the business, working with all departments to ensure the Customers’ needs are at the forefront of a seamless service
• Serve as an escalation point for resolving issues
• Perform to monthly on KPIs to monitor customer interaction cadence and customer satisfaction
• Perform root cause analysis of customer issues and implement solutions to resolve these issues permanently
• Obtain, collate and present customer feedback and insight on both service and product
• Carry out any other duties as designated and deemed reasonable by the Company
• Ability to travel up to 25%

Experience/Education Required:

• Bachelor's degree in business, marketing, or a related field or equivalent experience
• 7 years experience as a high-level individual contributor in sales, customer success or customer service
• Prior managerial experience preferred
• Experience supporting or working with technical products
• Solutions-oriented with strong problem-solving skills
• Passion for going above and beyond the call of duty, taking initiative, and thriving in a fast-paced, change-heavy environment
• Strong bias for standardization & automation, the ability to think big and move fast

Benefits & Perks

As a Michelin Group Company, our “ICARE” corporate culture model defines the company values that guide how we work with each other and with our external customers & partners. Here are some of the other great reasons why our employees say they love to work here…

• Competitive Health/Dental/Vision insurance with substantial company contribution
• Company-Paid Life insurance policy  401K Benefits with company matching and immediate full vesting/no waiting period
• Healthcare benefits with costs 65% lower than the national U.S. average
• HSA/FSA Healthcare account options with company contributions of $500/$1000
• Short and Long-Term Disability insurance  Parental Leave: Additional 3 weeks covered at 100% in addition to standard STD
• Competitive paid time off benefits throughout the year allowing employees to maintain work-life balance
• Career development programs including access to Michelin’s global online learning/training center
• Gym reimbursement program and half-price Weight Watchers discount program
• Michelin Tire Rebate Program up to $750/year
• Flex Hours and Telecommuting/Remote Work for many departments/positions
• Magellan Employee Assistance Program (EAO) – provides free counseling/assistance

Who We Are
NexTraq (a wholly-owned subsidiary of Michelin), is the GPS fleet management solution of choice for a growing number of customers with fleets ranging from 2 to more than 2,000 vehicles. Since its inception, NexTraq has been a pioneer and innovator in the telematics space with its award-winning platform and mobile app.

The NexTraq solution is a cloud-based application that enables service and distribution businesses to optimize fleet operations while reducing operational costs and maximizing revenue. To maintain our top position in the industry, we are looking to continually attract extraordinary individuals who mirror our corporate culture, objectives and possess an entrepreneurial spirit.

NexTraq not discriminate on the basis of race, creed, color, ethnicity, national origin, religion, sex, sexual orientation, gender expression, age, height, weight, physical or mental ability, veteran status, military obligations, and marital status.