This description is a summary of our understanding of the job description. Click on 'Apply' button to find out more.

Role Description

As a Customer Success Professional, you will help municipalities and haulers leverage digital communication and fleet management software, as well as hardware solutions to better their solid waste management operations.

• Take ownership of ~100 customers assigned to you and are ultimately responsible for their success, and therefore renewal.
• Understand your customers’ needs, capabilities, and waste management strategy, to help them achieve their goals.
• Consult with customers on best practices throughout their journey with Routeware.
• Recommend promotion tactics, training, and feature utilization to ensure they get the most out of their solutions.
• Set benchmarks and customer expectations based on real customer data.
• Be equipped with a library of resources, success stories, KPIs, and coaching.
• Analyze data and usage to make additional product and/or waste program recommendations.
• Motivate customers to implement your recommendations, by leveraging other customer stories.
• Provide value to both customers and end-users with modern waste management solutions.
• Be the voice of the customer within Routeware, working closely with Sales, Customer Support, Field Reps, and our Product team.
• Ensure municipalities and haulers use their Routeware products to their fullest potential to make educated decisions on waste program improvements.

Qualifications

• Several years of experience in Customer Success or in the waste management sector (municipal or private).
• Great communication skills (written, verbal, instructional).
• Prior Customer Success experience is preferred.
• Knowledge of waste management industry practices (collection systems, diversion programs, etc.) is desired.
• Relationship building skills.
• Keen project management skills.
• Strong multi-tasking skills.
• Confidence to be a trusted advisor.
• Ability to interpret metrics and make recommendations for improvement.
• A desire for others to succeed.
• Experience in a SaaS industry.
• Ability to maintain productivity while working from home or co-working space.
• Bright and fun personality with a care for a greener planet.

Benefits

• Comprehensive benefits (medical with HSA option, vision, dental, and life insurance).
• Paid parental leave.
• Medical and Dependent FSA.
• 401K match.
• Unlimited PTO.
• 1 Volunteer day.
• Summer Fridays.

How to apply

If this sounds like a good fit for you, please submit your resume and cover letter. Tip: we don’t want a generic cover letter! Tell us about yourself, a project you’re proud of, skills and experiences that lend themselves nicely to Routeware and its customers. This job involves a lot of communication -- so communicate with us!