Enterprise Customer Success Manager

About Fuel Me

Fuel Me is a high-growth, first of its kind, cloud-based technology platform that allows on-road and off-road customers nationwide to purchase fuel such as clear or red dye diesel for their trucks, machinery, generators, or tanks - anywhere and at anytime. Fuel Me simplifies the fuel procurement process while enabling customers to manage all purchases on a single platform... optimizing operations and administrative procedures while providing extensive cost savings.

Job Summary

The Enterprise Customer Success Manager at Fuel Me is a vital role focused on managing and nurturing relationships with our large-scale enterprise clients, which include top-tier Fortune 500 companies in industries such as transportation and construction. This role demands a nuanced understanding of the complexities and unique challenges faced by large organizations, ensuring that Fuel Me's services are tailored to meet their extensive and varied fuel requirements. This is a fully remote role that can be based anywhere in the country.

Responsibilities
? Strategic Relationship Management: Cultivate and maintain robust, strategic relationships with enterprise-level clients, understanding and addressing their unique business challenges and needs.
? Customized Solutions and Issue Resolution: Provide tailored solutions and act as the primary contact for resolving any operational or service issues for enterprise clients, ensuring their satisfaction and loyalty.
? Operational Excellence and Problem Triage: Coordinate efficient fuel delivery across diverse locations, managing logistical challenges and triaging operational problems to maintain service continuity for enterprise clients.
? Performance Analysis and Reporting: Analyze client feedback and service data to enhance delivery, reporting back to enterprise clients with actionable insights and performance metrics.
? Product and Service Expertise: Demonstrate comprehensive knowledge of Fuel Me's offerings, guiding enterprise clients to the best solutions for their complex fuel management needs.
? Cross-Functional Collaboration: Liaise with various departments to ensure that the technology platform and all services align with and support the needs of enterprise clients effectively.
? Quality Assurance and Compliance: Ensure all services provided meet industry standards and company policies, delivering exceptional quality and efficiency to enterprise clients.
? Continuous Improvement and Innovation: Identify and implement service enhancements, utilizing technology and innovative approaches to meet the evolving demands of enterprise clients.
? After-Hours Support and Client Demand Management: Develop and coordinate an effective after-hours support strategy, ensuring the capacity to manage and respond to enterprise client demands during off hours, providing reliable and prompt solutions.
? Crisis Management: Skillfully handle emergency situations and unexpected challenges, ensuring reliable support and service continuity for enterprise clients

Qualifications & Requirements
? Education: Bachelor's degree in Business, Marketing, or related field preferred.
? Experience: 5+ years in account management or customer success. Preference given to candidates with experience with enterprise clients in the fuel management industry.
? Client Relationships: Expertise in building and maintaining relationships with large-scale clients.
? Analytical Skills: Proficient in data analysis and performance reporting.
? Technical Proficiency: Comfortable with CRM and related technologies