Customer Development Manager

You are a great fit if...

You are a customer-centric professional with strong attention to detail and customer service skills and have the ability to execute. You are a strategic thinker who is articulate and a self-motivated problem solver. You are comfortable collaborating with various stakeholders (customers, partners, and internal teams), assessing outcomes, and making recommendations. You smile in the face of ambiguity, welcome the opportunity to manage multiple streams, and look for opportunities to create win-win situations for all parties involved.

About us

The people at Nuvo Solutions are passionate about their work and are driven by results and their values. Each and every day we strive for excellence. Our work environment is equal parts casual and professional. We're serious about our business and delivering the best service to our customers, and we also make it a priority to keep things fun and exciting. We believe in collaboration, mutual respect, open communication, and continuous growth.

Our Core Values

• Be Accountable
• Consistently Courteous
• Serve Others First
• Socially Responsible
• Deliver Quality
• Grow or Die
• Be Tenacious

Your Role

The Customer Support team is obsessed with guiding customers towards achieving their business objectives through value added interactions, expectation management and partnership with internal teams. As a CDM you will manage the assigned customer portfolio as your own book of business. Key activities include but are not limited to understanding customer goals, creating success plans and guiding customers through, mobile expense management, identifying and managing churn risks, discovering growth and expansion sales opportunities, be the voice of the customer.

Key Responsibilities

• Verify key business objectives the customer is looking to achieve, understand what success means to them, and build a success plan towards there.
• Accelerate speed to value by enabling customers to start benefiting from the product during the onboarding phase.
• Drive product adoption through available digital content as well as group or individual training sessions.
• Develop and maintain relationships with key customer stakeholders and decision makers.
• Actively perform value added customer conversations throughout the life of their contract with the ultimate goal of customer retention and growth.
• Proactively monitor early churn indicators and step in with needed actions to prevent customers from leaving.
• Actively look for growth, referral, and expansion sales opportunities.
• Proactively manage renewals pipeline identifying and addressing potential risks.
• Deal with incoming customer inquiries related to contractual, product and other matters as well as escalations.
• Breakdown and analyzing customer bills.
• Forecast, execute and meet key account performance metrics including but not limited to customer retention rate, customer satisfaction, net recurring revenue growth.
• Advocate for customers internally by sharing their voice.
• Support the local team with contractual matters and project work.

Requirements

• An understanding of the sales process and embedded sales methodology
• A deep understanding of the wireless industry
• Proficiency using CRM Order Entry systems
• A start-up mode mentality
• A proactive go-getter with a winner mentality
• Aggressive, persuasive, persistent attitude
• Customer-facing and consultative account management experience is preferred
• Experience managing and growing SaaS and/or subscription revenue within existing customer relationships is a plus
• Strong communication skills and the ability to examine, synthesize, and present data to various stakeholders (customers and partners)
• Exceptional verbal and written communication and presentation skills. Must be able to effectively articulate a unique value proposition that resonates with customer needs
• Comfort and ability to engage with and articulate value propositions to C-Level executives
• A successful track record of engagement with multiple customers and points of contact
• Attention to detail and the ability to prioritize, organize, and operate in a fast moving, entrepreneurial start-up environment
• Comfortable managing the contracts and negotiations process within various stakeholders (e.g. customer, procurement and finance)
• Superior analytical, documentation, negotiation, leadership, and interpersonal skills
• Familiarity in working with Salesforce, Microsoft Office and/or Google Workspace
• Ability to use independent judgment and discretion in various situations while maintaining a high degree of confidentiality
• Thorough understanding of company policies and procedures as they relate to this position
• Understand and comply with all job related state and federal laws and regulations
• Previous OMNI/B360/OPUS experience is a huge plus
• Previous fleet management experience is also a plus

Job Type: Full-time

Benefits:

• 401(k) matching
• Dental insurance
• Health insurance
• Paid time off
• Vision insurance

Shift:

• 8 hour shift

Weekly day range:

• Monday to Friday

Work setting:

• In-person

Work Location: In person