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Position Summary:
The Customer Success team is integral to the overall success of Connected Fleet as a whole. They are the driving force behind ensuring the successful use, adoption, and retention of our products and services. Working cross-functionally with internal teams, and in partnership with our customers, this team ensures we’re building products that our customers love. The Customer Success Operations will help to streamline and amplify this effort. They will play a key role in scaling our Customer Success team which includes Support, Services, Customer Success, and Sales Enablement.
This individual will be responsible for leading long-term projects and daily requests that support the scalability of the entire customer experience, from on-boarding through adoption.
The Customer Success Operations needs to be an analytical problem solver and self-starter will use data and qualitative information to help develop processes and drive the optimization of our daily operations and tools. This role will also develop key metrics and reports to measure the success of these processes, products use, and the overall performance of the team.
We are looking for someone who is passionate about driving key objectives for the business and turn data-driven insights into actions. The Customer Success Operations should be able to balance creative thinking and strategic planning with tactical execution.
This assignment is full-time in Reading, PA.
Major Responsibilities:
- Develop reports, dashboards, KPIs to provide meaningful/actionable insights to management, leadership, and the customer-facing team.
- Analyze and measure reported data in order to streamline and further optimize daily operations.
- Help to develop and implement Customer Engagement Processes for Customer Success to in order facilitate the customer journey and ensure product adoption.
- Manage and Enable Customer Success team
- Tier existing customers assign them to Customer Success, (re-) distribute workload as needed, and forecast for hiring needs
- Provide data that can help the customer-facing work more effectively/efficiently.
- Develop, Document, Improve and ensure compliance with all team processes.
- Develop and manage cross-functional processes (with Product Teams, Sales, Etc.) that will help the customer-facing team successfully perform their duties.
- Implement and manage software solutions that enable all customer-facing activities (e.g. Ticketing, Telephone, etc.)
- Other projects as assigned by manager
Qualifications:
- Bachelor’s Degree required
- Six Sigma (or equivalent) preferred
- At least 5 years of operations experience and 2 years of management experience
- Must have 3 years Training and Lean (e.g. Agile,, Six Sigma, etc.) experience
- Requires experience in defining/developing metrics & reporting, and using the metrics to continuosly optimize processes
- Ability to work with all levels of management and across departmental teams
- Ideal candidate should have experience with project management, operational excellence, analysis, and customer success
- Self-motivated individual who is highly adaptable
- Requires critical thinking, problem solving, and organizational skills
- Must posses good verbal and written communication skills and strong presentation skills
- Proven leader and mentor
- Regular, predictable, full attendance is an essential function of the job
- Willingness to travel as necessary, work the required schedule, work at the specific location required, complete Penske employment application, submit to a background investigation (to include past employment, education, and criminal history) and drug screening are required.
Physical Requirements:
- The physical and mental demands described here are representative of those that must be met by an associate to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
- The associate will be required to: read; communicate verbally and/or in written form; remember and analyze certain information; and remember and understand certain instructions or guidelines.
- While performing the duties of this job, the associate may be required to stand, walk, and sit. The associate is frequently required to use hands to touch, handle, and feel, and to reach with hands and arms. The associate must be able to occasionally lift and/or move up to 25lbs/12kg.
- Specific vision abilities required by this job include close vision, distance vision, peripheral vision, depth perception and the ability to adjust focus.
Penske is an Equal Opportunity Employer.
About Penske Truck Leasing
Penske Truck Leasing Co., L.P., headquartered in Reading, Pennsylvania, is a partnership of Penske Corporation, Penske Automotive Group and Mitsui & Co., Ltd. A leading global transportation services provider, Penske operates a premier fleet of vehicles and serves its customers from locations in North America, South America, Europe, Australia, and Asia. Penske’s product lines include full-service truck leasing, contract maintenance, commercial and consumer truck rentals, used truck sales, transportation and warehousing management and supply chain management solutions. Visit www.GoPenske.com to learn more.
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