Customer Success Manager Job at Ritchie Bros.
Customer Success Manager
-
(
220000IC
)
Description
Rouse Services is an industry-leading B2B SaaS/DaaS solution provider to companies in the industrial equipment space. Rouse tracks over $60 billion of assets and over $45 billion in rental and sale transactions annually. We leverage this data to deliver insights to clients to support decision-making around asset management, disposition, and deployment. Rouse clients range in size from small businesses to Fortune 500 companies.
Rouse has grown rapidly over the past decade and was acquired by Ritchie Bros. (NYSE: RBA) in December 2020 for $275 million. With Ritchie’s financial backing, we are growing our team to support the next stage of our growth as we expand into new verticals and international markets including Europe, Australia, and Japan.
A growing global company. Endless career and development opportunities.
When you join Ritchie Bros., you’ll be part of a diverse, global team that’s focused on delivering great customer experiences. Our culture is centered around people and guided by our core values of Integrity, Unity and Vision. Learn more about our culture and commitment to diversity and inclusion at Candidate Portal.
About Us:
Rouse Services is an industry-leading B2B SaaS/DaaS solution provider to companies in the industrial equipment space. Rouse tracks over $60 billion of assets and over $45 billion in rental and sale transactions annually. We leverage this data to deliver insights to clients to support decision-making around asset management, disposition, and deployment. Rouse clients range in size from small businesses to Fortune 500 companies.
Rouse has grown rapidly over the past decade and was acquired by Ritchie Bros. (NYSE: RBA) in December 2020 for $275 million. With Ritchie’s financial backing, we are growing our team to support the next stage of our growth as we expand into new verticals and international markets including Europe, Australia, and Japan.
The Opportunity:
We are hiring a
Customer Success Manager to work remotely anywhere in the
United States. This position will
require someone to speak fluent Japanese, and eventually relocate to Japan.
At Rouse, long-term customer success is the core of our business strategy. Our client base is growing rapidly, and to support that growth we are building a dedicated Customer Success team to proactively engage with customers, troubleshoot problems, and help drive our business forward.
The Customer Success Manager will serve as our product expert, directly shaping customers’ experiences within our platform. You will build relationships with users, identify and solve issues, manage client change requests, and help drive product adoption. The Customer Success Manager will be the primary point of contact for our customers and users, and will work closely with our Product Development and Engineering teams to ensure the product roadmap aligns with client needs.
The Customer Success Manager will serve as our product expert, directly shaping customers’ experiences within our platform. You will build relationships with users, identify and solve issues, manage client change requests, and help drive product adoption. The Customer Success Manager will be the primary point of contact for our customers and users, and will work closely with our Product Development and Engineering teams to ensure the product roadmap aligns with client needs.
What You'll Do:
- Develop expertise in Rouse product offerings
- Serve as the primary point of contact between Rouse and our customers
- Proactively interface with multiple levels of client management, building rapport and strong professional relationships
- Manage regular check-in calls to drive adoption, solve tactical issues, and identify product development/up-sell opportunities
- Translate client requests into technical and/or engineering requirements
- Take ownership of daily problems and issues, quarterbacking and managing internal teams from troubleshooting to completion
- Work with customers to understand how best to use our services and provide valuable feedback to business and development teams
- Help clients better understand the full potential of our products
- Act as liaison between clients and the Product Development team
- Manage backlogs and timelines on behalf of large enterprise clients
- Oversee technical implementation details for each client (business rules, data processes, etc.), and ensure up-to-date documentation
- Build presentation materials and present findings to small teams
- Lead web-based trainings, conference calls and in-person client meetings
What We’re Looking For :
- Ideally, a recent MBA graduate - who is comfort with relocating to Japan within 1 year time.
- Fully fluent in Japanese
Bonus experience for the following:
- 4+ years of professional experience, with at least 2 in a client-facing/account management role
- A great professional communicator, both written and verbal
- Solid technical skills (Excel and basic SQL)
- Expertise with PowerPoint and Salesforce
- Proven track record of managing customer relationships effectively
- Ability to respond to customer requests throughout the day
- Exceptionally organized and detail-oriented (we’re a data company and details matter!)
- Ability to grasp technical concepts
- Self-motivated and proactive, with a “can do” attitude; willing to pitch in and do whatever is required
About You:
- You have a “customer-first” attitude: you take pride in knowing your customers and their businesses, and you prioritize their best interests over all else
- You speak with confidence and authority, and you enjoy conversation and client engagement
- You are comfortable acting as a leader, proactively building customer relationships and taking responsibility for customer satisfaction
- You are highly organized and can handle multiple daily priorities in a dynamic environment
- You aren’t afraid to make mistakes, or fix them afterwards
- You take pride in your work and are interested in making a significant impact on a small but growing team
Individual compensation packages are based on several factors unique to each candidate, including geographic location, experience, qualifications, and other job-related reasons.
Based on the national average, the anticipated base salary range for this role is $78,800 - $157,500 per year
Ritchie Bros. has grown from a small-town auctioneer to a global asset management and disposition company. Through our family of companies, we help our customers buy and sell a wide range of used and unused equipment for construction, mining, transportation, agriculture, oil & gas, lifting & material handling, forestry & other industries.
Ritchie Bros. is an equal opportunity employer and ensures nondiscrimination in all activities in accordance with all applicable laws. This position is open to all qualified applicants who are legally entitled to work in the country in which this job is located. Candidate selection is made by Talent Acquisition. Only electronic applications can be accepted. No agency calls, please.
If you required any accommodations, please send an email to: careers@rbauction.com.
Primary Location
: US-CO-Longmont
Other Locations
: US-TX-Humble
Work Locations
: Denver 4444 Ritchie Dr Longmont 80504
Job
: Customer Service
Job Posting
: Sep 15, 2022, 10:37:34 AM
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