Customer Success Manager

Optimus Technologies
Pittsburgh, MD
United States
Job Description

About Optimus Technologies 

Optimus Technologies is a clean energy technology company based in Pittsburgh, PA. Optimus manufactures the Vector System, an advanced fuel system technology that enables diesel engines to operate on 100% biodiesel. The Vector System is designed for medium and heavy-duty fleet applications, where emissions reductions are challenging or impossible to achieve in a cost-effective manner through other means. The Vector System integrates into existing operations to facilitate a seamless transition to low-carbon fuels.  

Optimus’ Vector System is in use with leading municipal and private fleets throughout the country, enabling them to achieve near-zero carbon emissions while reducing their fuel and fleet operating costs. 

Find out more at optimustec.com, on Twitter, Facebook, and Instagram.  

Job Description 

Optimus seeks a dynamic, organized, customer focused Customer Success Manager to help us to reach our bold growth goals assisting fleets in reducing their carbon emissions and achieving environmental sustainability milestones. This role will be one of the company’s primary ambassadors to new potential clients and to ushering our existing clients into a repeat buyer position.  

This is a full-time (approximately 35-50 hours per week) salaried position ($70,000-$77,000 per year) to be based in Pittsburgh, PA with some travel requirements (up to 50%). Optimus is a fast-growing technology company; all employees must be self-directed and capable of managing multiple duties within the company. This position will allow for a wide range of growth and new opportunities in a flexible and evolving work environment. You’ll create satisfied and reference-able customers, generate follow-on opportunities with our customers, and manage reporting key metrics for company growth. 

Optimus is proud to be an equal opportunity employer. People of color, LGBTQ+ people, people with disabilities, veterans and members of other historically disenfranchised groups are strongly encouraged to apply; we also consider qualified applicants regardless of criminal histories. If you are unsure about being qualified for this position after reading the responsibilities and requirements, please apply anyway! We are most excited to work with individuals who learn quickly and have a passion for clean energy solutions. 

Responsibilities 

  • Become an expert on the Vector System, its benefits, applications, and the technical information for general troubleshooting, and the larger biodiesel market 

  • Create and maintain relationships with Optimus Clients; become the primary point of contact for clients to control and funnel communication 

  • Assist in the creation and maintaining of Client Contact Directory 

  • Assist clients with data retrieval and extrapolation 

  • Assist in the warranty claims process and provide feedback for the improvement of warranty documentation 

  • Work with Office Manager on the arrangement of travel, accommodation, shipping, or materials purchasing as needed for project completion 

  • Work with the sales team to ensure new customers are onboarded effectively and seamlessly   

  • Establish and maintain relationships with fleet managers, biodiesel producers, and OEM managers to facilitate ease of installation and deployment of Optimus’ products 

  • Set quarterly OKRs with your manager and develop an action plan to achieve them; maintain other sales metrics throughout the sales process 

  • Communicate effectively to align Optimus team members and internal resources 

  • Identify and communicate market trends and product feedback  

  • Manage Key Accounts of Optimus' most strategic and complex clients 

  • Demonstrate deep experience with end-to-end account ownership: drive close coordination across strategic Optimus partners and key customer stakeholders on regular status checkpoints utilizing forward-looking customer needs review 

  • Partner closely with Sales team to synchronize success roadmap with immediate and long-term sales strategy for Key Accounts 

  • Complete Executive Sponsor portfolio for these accounts; including quarterly refresh and review with both the customer and Executive sponsorship team, including detailed analysis and multi-year adoption planning 

  • Closely monitor customer health and own executive communication plan and internal and external interactions with Key Accounts: regular, proactive outreach through on-going relationships and communication, pulse checks; building on-going, sustainable relationships at all levels of the organization 

  • Continuously demonstrate customer value and oversee success roadmap for all product solutions in Key Account portfolio, including proactive monitoring and reporting of status against key adoption targets; coordination of intervention initiatives for any solutions not meeting expected targets 

  • Act as Voice of the Customer: create and advocate for customer on product enhancement requests to address individual customer needs; Collaborate with business leaders and cross-functional teams as a customer advocate to integrate client feedback and experience metrics into decisions on processes, products, and service offerings to improve client usability, satisfaction, and loyalty. 

Qualifications & Experience 

  • Minimum 2+ years’ experience in sales or business development 

  • Demonstrated success at leading complex sales processes with multiple stakeholders across organizations 

  • Proven track record of learning quickly, and ability to immerse oneself in the world of alternative energy and diesel vehicles 

  • Strong time management, organizational, and prioritization skills coupled with attention to detail and documentation 

  • An ability and desire to take ownership of ones’ workload; must be comfortable and excel in a dynamic work environment in which the requirements are not always well define and priorities can change quickly 

  • Proven ability to handle customer relationships and navigate multiple levels of users within an organization 

  • Ability to utilize data and metrics to communicate strategy to internal stakeholders and external clients 

  • Polished, professional communication skills, including the ability to work effectively with customers through remote channels (teleconferences, web meetings, etc.), as well as on-site 

  • Process Improvement: Ability to work within various teams to partner on solutions that are mutually beneficial. 

  • Accountability: Fully accountable and helps drive an internal culture of accountability. 

  • Collaboration: Ability/experience inspiring, collaborating with, influencing, across large, distributed teams with diverse skills. Collaborative and highly communicative, including all internal and external functions supporting the customer base. Motivate CSO (customer success organization) employee engagement, collaboration, and high performance. 

  • Excellent presentation and creativity skills 

  • Enthusiastic about the opportunity to travel as part of the role. Experience working in a transportation/fuel environment or directly with those customers 

  • A strong sense of pride in the work done that shows in quality and customer satisfaction 

Other Job Requirements 

  • A passion for alternative energy solutions  

  • Valid driver’s license with acceptable driving record 

  • Domestic travel, as required (up to 50%) 

  • Flexible hours of operation 

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