Mid-level Customer Success Manager - US National Accounts Pleasanton, CA, Modesto, CA, Poway CA[...]

Company: DeltaTrak Inc.
Location: Pleasanton
Posted on: May 3, 2025

Job Description:

Customer Success Manager - US National AccountsMid-levelPleasanton, CA, Modesto, CA, Poway CA or Remote5-7 yearsFull Time, Non-ExemptEducation: BS or greater, preferably BusinessReports To: Vice President of National AccountsCOMPANY OVERVIEWDelta Trak is a fast-growing manufacturer of supply chain solutions. Top tier global manufacturers use our products to protect their brand equity by helping to ensure the safe transport of their products within proper environmental conditions. Our devices integrate with industry leading IoT solutions that help our clients meet regulatory and compliance requirements. We specialize in cold chain solutions for food, chemical and life science industry products but our reach continues to grow, supporting supply chain efforts in multiple new verticals.Our company moves fast and is nimble in delivering high value solutions to our customers. We are looking for associates who are excited to be part of a growing company and are willing to help create innovative solutions for the future. We celebrate diversity and consider it key to our success as a company. We are proud to be an equal opportunity employer, and we are committed to creating an inclusive environment of mutual respect for all employees.Delta Trak is in its 34th year in business and is a privately held, minority-owned company.POSITION PURPOSEThis position is responsible for delivering excellent customer service and collaborating with existing and new customers to maintain and successfully support the growth of their Deltatrak business. In addition to supporting the account specific needs of customers on these products, the Customer Success Manager will also work as team member of the Sales Development team assisting with department functions as assigned. This role will be critical in helping to ensure suppliers and retailers are getting coordinated compliance with program guidelines. This role will partner key national accounts to ensure receiver programs are fully executed and supported.The role will require good communication and organizational skills. Most work will be completed online or in live conversations. Inbound and outbound calls will help to develop new business and manage the ongoing business needs. Cross-functional partnership with various departments including, operations, finance and order processing will be key creating success for our customers.RESPONSIBILITIESBusiness Management:Help to manage existing Real Time and Bluetooth Logger business for the assigned accounts.

• Work with existing customers to manage and grow their business.
• Use targeted sales efforts to generate incremental sales or to convert customers to new technology.
• Work with the sales team to develop plans for increasing sales within the assigned customer base.Accept incoming phone calls and provide customer support from existing customers in the assigned area/territories.
  • Answer customer questions via phone, e-mail, and webinar or on-site meetings.
  • Make needed entries in CRM per established procedures to record customer activities.Support sales campaign and new account onboarding efforts.
    • Qualify/contact warm leads from sales campaigns and qualify interest in our solutions tosupport region sales managers.Write sales orders when talking to customers who know what they want following established procedures.
      • Qualify customer for other DTI solutions.
      • Conduct follow up calls to customers to verify proper order handling has been completed within 7 days of order placement.Administration:Salesforce CRM Support and Maintenance
        • Maintain accurate ownership in CRM for Accounts, Contacts and Leads for assigned accounts.
        • Maintain customer records in CRM, ensuring accuracy of contact names, telephonenumbers and email addresses.
        • Research and input missing key data into CRM contacts.Customer Support:
          • Train and support customers through our online applications and Flash Trak systems usage.
          • Setup customer accounts on our online applications.
          • Assign product to the customer account for our online applications.
          • Support the development and maintenance of product troubleshooting guides.
          • Communicate with customers to understand functional requirements. Obtain testimonials from satisfied customers in order to use as referrals for Sales.
          • Report product issues to quality and work to follow up on cases with the customer and tech support.
          • Mentor and lead a team of Customer Success Specialists supporting National Account Sales opportunities.
          • Interview, hire and train new associates per HR recruiting process.
          • Provide ongoing direction and support for KPI achievement for the Customer Success team.
          • Disseminate company strategies and goals into executable tactics for the Customer Success team.
          • Conduct employee feedback and provide performance reviews, disciplinary actions and execute company and HR policy as required.SKILLS AND REQUIREMENTS
            • Excellent oral and written communication skills.
            • People management skills and KPI leadership responsibility
            • Ability to work in fast-paced environment.
            • Have excellent analytical skill to prepare management reports as requested.
            • Solid understanding of data collection and analysis, and technical report writing.QUALIFICATIONS
              • Software application use and training in professional role. Customer communication, troubleshooting, and solution development experience.
              • 1-2 years prior experience performing online customer support.
              • Ability to maintain the highest level of professional integrity and confidentiality.
              • Bachelors or Associates degree in Computer Science or relative field or equivalent applied/working experience required
              • Disciplined initiative-taker with the ability to work alone and remotely.
              • Able to interpret and analyze sales data.
              • Skilled in working in Excel, PowerPoint, Word, and CRM software.
              • Current Driver's License and proof of insurance.ADDITIONAL INFORMATIONDeltaTrak, Inc. offers a competitive salary, full benefits package (including medical, dental, vision, and 401K), and paid national holidays, and personal time off (PTO).
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Keywords: DeltaTrak Inc., Tracy , Mid-level Customer Success Manager - US National Accounts Pleasanton, CA, Modesto, CA, Poway CA[...], Executive , Pleasanton, California