Enterprise Relationship Manager

Fleet Complete; Ontario; On-site; CAD 70,000 - 90,000; Full time

Job summary

A leading global provider of IoT solutions is seeking an Enterprise Relationship Manager in Ontario. This role involves driving customer success, managing relationships, and providing tailored solutions to enhance operational efficiency. The ideal candidate will have strong account management experience and excellent communication skills, ensuring customer satisfaction and retention.

Qualifications

• 3 years experience in the software services industry, preferably with enterprise accounts.
• Strong relationship builder with proven problem-solving skills.

Responsibilities

• Drive adoption and success of Fleet Complete's solutions.
• Facilitate executive business reviews and conduct workshops.
• Maintain CRM and customer account information.

Skills

Account management

Project organizational skills

Problem-solving

Communication

Job description

We are a leading global provider of IoT solutions in the connected commercial vehicle space and mobile workforce management.

Our company has been on an exciting journey, starting back in 2000 when our CEO, Tony Lourakis, founded Complete Innovations. Today, we are a global organization with 600 staff and growing! Our journey continues as we evolve and transform to support the challenges and needs of our customers.

This is a great time to be in an IoT organization and help define the future in this space. The McKinsey Center for Future Mobility predicts that by 2030, telematics will be a $750 billion industry worldwide. We have a big appetite for growth and a passion for innovation. Our products help improve safety standards, dispatching, fleet tracking, regulatory compliance, and mobile staff management.

Overall Mandate :

The Enterprise Relationship Manager (ERM) is a trusted advisor to Fleet Complete enterprise customers, providing solution adoption, in-depth guidance for projects, infrastructure (where applicable), and device support and guidance. This position is responsible for delivering end-to-end account management service and solution delivery for our enterprise customers. You provide a vital role in supporting customers’ current and future needs with Fleet Complete products and services. In this role, you are accountable to maintain and maximize the success of your assigned customers. You will sustain a long-term relationship with customers and develop a deep understanding of their operational and production environments, as well as their business challenges and objectives. The ERM will also provide escalation management and recommend technical solutions to designated accounts, while focusing on resolving primary business challenges and customer pain points. A key facet of the role will be your ability to create a Service Delivery Plan ensuring your customers' operational success and retention with Fleet Complete.

Your role will encompass the following :

• Drive the adoption and success of Fleet Complete's solutions, enhancing customer safety, efficiency, and sustainability in their operations.
• Collaborate with customers to create tailored success plans that outline objectives, metrics, and timelines, removing barriers to achieving business goals.
• Facilitate executive business reviews with customer decision-makers to discuss successes and align on future objectives.
• Conduct workshops to analyze current operations and recommend workflow improvements utilizing Fleet Complete's products.
• Develop a deep understanding of the Fleet Complete platform and effectively communicate its capabilities to a diverse range of businesses, including field services, utilities, and transportation.
• Champion and embody company cultural principles focused on customer success, long-term growth, inclusivity, and teamwork as the organization grows.
• Manage communication with internal teams, such as Customer Success, Sales, and Product to investigate and resolve a range of issues.
• Co-ordinate with internal IT team to deactivate services.
• Assist with handling communication with finance and carriers in terms of billing inquiries.
• Assist with maintaining customer billing schedules including updates provided by internal data team.
• Provide mission-critical support, monitor complex and critical issues and work closely with all levels of Customer Success, Technical Support, Product, and Sales Management groups to ensure proper escalation and resolution processes are utilized.
• Data-driven and takes a proactive approach with customer relationships.
• Maintain CRM and other relevant customer account information.

Required Skills :

• Account management experience gained from 3 years’ experience in the software services industry, preferably with enterprise or key accounts.
• Availability to travel as required.
• Strong project organizational skills, with the ability to multi-task and deliver results under pressure. Being able to establish effective communication with diverse stakeholders, including executive management and software users.
• Proven track record as a strong relationship builder with strong problem-solving skills and solutions-oriented approach to customer challenges.
• Excellent written, verbal, and presentation skills, including the ability to explain complex technical concepts and issues clearly and understandably to audiences without a technical background.
• Must be located in Ontario.

Fleet Complete is a respectful, caring, and inclusive workplace. We are committed to championing accessibility, diversity, inclusion, and equal opportunity. Requests for accommodation can be made at any stage of the recruitment process providing the applicant has met the bona-fide requirements for the open position. Applicants to make their requirements known when contacted.