B2B Customer Success Representative – Fleet Telematics

B2B Customer Success Representative Company: BrickHouse Security

About BrickHouse GPS:BrickHouse GPS, founded in 2005, is a trusted expert in GPS, IoT, 4G, and SaaS technology. We are a remote-first team of 60+ full-time employees, serving over 40,000 small and mid-sized businesses, most of the Fortune 500, numerous government agencies, and hundreds of thousands of individual consumers. Our mission is to deliver cutting-edge GPS tracking solutions that meet the evolving needs of our customers.

About the Role:

The customer success representative role is a performance-based hybrid role with a sales quota. You will be judged on daily activity and outcomes. This role is a proactive revenue generating SALES role .

You must call people who are not expecting your call and will not want to talk to you. It's your job to keep these customers happy, engaged and wanting to spend more money with BrickHouse. Every owned account is an opportunity for additional revenue. Requirements:

• Make 50 daily outbound phone calls / 250 outbound phone calls weekly
• Find 50 expansion units on owned accounts per month and pass to sales
• Upgrade at least 1 owned account from basic to plus or premium each week
• Onboard every new account that you own
• Convert at least 5 owned accounts from month-to-month to 24 or 36 month contracted terms per month.
• Complete ownership of accounts.

Challenges:

• You will own and be judged on a quota for expansions, device upgrades, contract conversions, tier upgrades and churn.
• You must be able to speak with your owned accounts even when they aren't interested in speaking with you.
• You cannot wait for the customer to reach out. They are not seeking your help - you are seeking them.
• Every interaction with a customer is a sales opportunity.
• You must understand the customer's needs by asking the right questions, not waiting for them to come to you with problems.
• You will be judged on churn from your owned accounts

Expectations:

• You will be the expert on each of your accounts.
• You will know who the key decision makers, evaluators, and users are, and what each of them needs to be successful in their job. You will build strong relationships with each of the key contacts at the client
• You will understand and document their business needs at a deep level to understand where we can provide more value.
• You will use your relationship with each contact to ask probing questions uncovering needs and opportunities.
• You must reach your daily outreach activity goals.
• You must overcome objections from gatekeepers to find decision makers on your owned accounts.
• Accepting "No" is a failed attempt.
• You must mitigate churn on your owned accounts.
• If a customer cancels without you knowing, that's a failure.
• If a customer cancels because they were uneducated or unaware of a feature, product or service offering, that's a failure.
• If a customer cancels because they were never onboarded or trained, that's a failure.
• If a customer cancels because they were not engaged with customer success, that's a failure.
• If a customer cancels because they did not have the correct device for their use case, that's a failure.
• You must own the Net Retention Revenue (NRR) of your owned account. In addition to unknown and preventable cancellations, if a customer downsizes without you knowing, that's a failure.

Additional Details

• Account Ownership
• The customer success representative will own accounts.
• Account ownership includes:
• Proactive customer engagement - no owned account should go longer than 60 days without receiving a phone call
• Lead meetings to discover how the customer can better apply BrickHouse technology. Meeting types include onboarding calls, training sessions, quarterly business reviews and ad-hoc help as required
• Understanding the customer's key performance metrics and providing a solution to help them reach their goals
• Understanding the customer's requirements for using Brickhouse technology
• Networking within the organization to identify other decision makers and influencers not listed on the account
• Serve as a single point of contact for the customer and as liaison between BrickHouse sales and support
• Proactive & Consistent Customer Engagement
• Make 50 outreach phone calls per day to owned accounts with a goal of setting meetings
• Schedule and lead customer onboarding calls for at least 50% of all new BrickHouse business customers
• Manage day-to-day communication with BrickHouse Security business customers
• Track all customer outreach and engagement in NetSuite and HubSpot
• Existing Customer Expansion and Upsell
• Seek, identify, track and close 50 additional GPS units to owned accounts each month
• Identify and convert 10 owned accounts each month to upgrade service plan from Basic to Plus or Premium
• Support New Product Launches & Internal Promotions
• Support sales and marketing by defining internal outreach lists for new product launches, special offers and other promotions
• Help craft personalized outreach efforts for one-to-one outreach
• Converting Month-to-Month Billing Customers to Contracts
• Convert 5 owned accounts from month-to-month terms to 24 or 36 month contracted terms each month
• Identifying Co-Marketing & Referral Opportunities
• Work with the Director of Customer Success to get better social proof content from existing customers, including testimonials, case studies, reviews and referrals
• Soliciting Customer Feedback
• Serve as an internal champion for customers, including seeking feedback on devices, support, pricing, features and more
• Organizing feedback so it can be turned into actionable efforts for marketing, sales, operations and more

Required Skills & Qualifications:

• Excellent organization and project management skills and the ability to manage multiple projects simultaneously, coordinating with internal and external stakeholders.
• Solid written and verbal communication skills, with the ability to present complex information in a clear and concise manner.
• High attention to detail and strong problem-solving skills.
• A deep understanding of BrickHouse Security's products and services

Location:

Remote

How to Apply:Interested in the customer success representative position? We will be trialing candidates for this position for 30 days before making a final decision.

During this 30-day trial period, candidates will:

• Make 5 contact attempts to engage a pre-determined list of 50 BrickHouse customers by phone, email and text
• Shadow current customer success team on 3 customer onboardings and other relevant meetings as required
• Schedule at least 3 meetings for the Director of Customer success from the High Value Target customer list
• Uncover 1 expansion opportunity
• Convert 1 MtM customer to a 24 or 36 month "Price Lock" contract

Compensation:

We are looking for the right candidate for this critical role. Compensation is dependent on experience, skill level and overall fit. OTE: $1,900 month

Up to $1,400 base + $500 in performance based commission

Job Types: Full-time, Permanent

Pay: Php80,000.00 per month

Benefits:

• Health insurance
• Paid training
• Work from home

Application Question(s):

• Do you have at least 3 years of experience in a customer success or service role within a SaaS or professional services business? If so, please elaborate on your role and key achievements.

Experience:

• B2B customer success role: 3 years (Required)

Work Location: Remote