About Powerfleet
Powerfleet (Nasdaq: AIOT; JSE: PWR) is a global leader in the artificial intelligence of things (AIoT) software-as-a-service (SaaS) mobile asset industry. With more than 30 years of experience, Powerfleet unifies business operations through the ingestion, harmonization, and integration of data, irrespective of source, and delivers actionable insights to help companies save lives, time, and money. Powerfleet’s ethos transcends our data ecosystem and commitment to innovation; our people-centric approach empowers our customers to realize impactful and sustained business improvement. We serve over 2.6 million subscribers across more than 48,000 customers in 120 countries, with commercial operations in every major continent.
About the Role
This French speaking Enterprise Customer Success Manager position (Europe) plays a pivotal role in ensuring Powerfleet’s customers achieve their desired outcomes with our solutions. You will personally build and maintain business relationships with executives in our largest customers. You will also have line-management responsibilities leading a team of Customer Success Managers. In this role you may also personally manage a small number of large customers.
You will act as a strategic advisor, guiding customers on significant projects and technology adoption. By proactively identifying opportunities and mitigating risks, you will maximize customer satisfaction, retention, and revenue growth.
This position is ideal for a customer-centric professional who is experienced in successfully operating at board level. The successful candidate will thrive in a collaborative, fast-paced environment and is passionate about leveraging technology to drive business success.
Key Responsibilities
Establishing and maintaining business relationships at board level
* Personally owning executive level relationships with key clients
* Acting as a trusted strategic adviser to client executives
Leading a team of Customer Success managers
* Providing leadership and support to a geographically dispersed team
* Collaborating with colleagues from other departments internally and also working closely with selected external delivery partners
Customer Onboarding & Implementation
* Work in partnership with the Implementation team to ensure that new customers adopt Powerfleet’s solutions seamlessly.
* Build a clear understanding of the customer landscape and stakeholders, establishing and nurturing relationships to set the foundation for a successful, long-term partnership.
* Establish account development plans with clear objectives, actions and success metrics, aligning Powerfleet’s capabilities with the customer’s business goals.
* Ensure execution of key actions as identified in the Account Plan.
Relationship Management & Customer Advocacy
The following requirements relate to personally owned client accounts and also leading team members to deliver the same for their customers.
* Serve as the primary point of contact for assigned accounts, building and maintaining trusted partnerships.
* Be the voice of the customer, advocating for their needs and ensuring continuous engagement.
* Take responsibility for driving resolution of customer challenges in collaboration with internal stakeholders
* Stay informed on technological advancements, industry trends and best practices to provide strategic recommendations.
Proactive Engagement & Value Delivery
* Monitor and drive product adoption through ongoing education and coaching, ensuring that customers are using Powerfleet’s solution effectively to derive business value.
* Monitor customer health metrics, proactively addressing challenges and identifying opportunities for improvement.
* Close the loop on customer feedback, ensuring that survey results and insights drive tangible action.
* Review customer progress through formal and regular business reviews, demonstrating ROI and uncovering opportunities for further engagement.
Collaboration & Cross-Functional Partnership
* Work closely with Sales, Product, Support, Marketing, Finance and Operations to ensure a seamless customer experience.
* Share customer insights to drive continuous improvement and enhance Powerfleet’s offerings.
* Keep Powerfleet leadership informed of critical escalations and risks associated with the customer relationship.
Retention & Expansion
* Identify growth opportunities within existing accounts, presenting relevant upsell and cross-sell solutions in collaboration with Sales.
* Maintain an accurate cross-sell and up-sell pipeline and associated forecast
* Proactively manage contract delivery and renewals by understanding customer needs and aligning Powerfleet’s evolving capabilities.
* Partner with Sales to expand our footprint within customer organizations in alignment with Powerfleet’s strategic objectives.
Reporting & Insights
* Track and analyze customer engagement, usage trends, and key success metrics.
* Provide data-driven insights to inform Powerfleet’s customer engagement strategies.
Education
* Bachelor’s degree in Business, Communications, or a related field preferred. OR
Language skills
* Mandatory to have fluent English and French
Required Skills & Experience
* 3+ years in customer success client management, account management, or a related customer-facing role within a B2B or SaaS environment.
* Experience in SaaS, IoT, logistics, or asset management industries.
* Familiarity with customer success tools and CRM platforms.
* Experienced in building successful in-person relationships at executive level with customers
* Strong ability to analyze and interpret customer data to identify opportunities for improvement.
* Business acumen: revenue and growth awareness, financial literacy, strategic thinking
* Self-driven and motivated to drive outcomes and value for customers, using a methodical and strategic approach.
* Excellent relationship-building and communication skills.
* Passion for helping customers leverage technology to drive business success.
* Ability to work cross-functionally and collaborate with internal teams.
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