Routeware is the industry leader in providing SAAS software solutions, integrated technologies including RFID, AI, video, hardware/software, and data analysis that enables public and private enterprises to improve the effectiveness of their waste and recycling programs. Our solutions help organizations achieve a digital transformation that saves time and money, increases efficiency, improves safety, and helps to make our world a greener place.

Based in Portland, Oregon, the company is PE-backed and employs a distributed team across North America and the UK. Our brands, products, and services provide an all-in-one solution to municipal and private waste haulers and other fleet services. As part of an essential and growing industry, we seek solution-oriented team players who want to positively impact the environment. Our work environment is collaborative, dynamic, fast-paced, and fun with a strong appreciation for innovation and initiative.

Our Values:

• Intellectual Curiosity - We nurture skills, knowledge, and creativity.
• Emotional Intelligence - We are personable, positive, and caring — and we don’t take ourselves too seriously.
• Customer Focus - We advocate for our customers.
• Team Commitment - We take ownership, play well with others, and are reliable.
• Solution and Action Orientation - We approach solutions proactively, collaboratively, and thoroughly.

POSITION OVERVIEW

The Customer Success team is responsible for Comprehensive Customer Care Program Management (which includes the oversight of the NPS survey). The Customer Success Representative is a key role that is responsible for owning the Customer Journey and works closely with clients and the Sales team to support a variety of activities including hardware replacement, license transfer, and parts order requests. This position works closely with other departments, such as Marketing, Finance, and Customer Support and plays a key role in contributing to the success of the Routeware Sales team and the company as a whole.

RESPONSIBILITIES & DUTIES

  • Ensures accuracy of account and opportunity information in Routeware’s Salesforce CRM system.
  • Engages with Routeware field sales representatives to produce the most competitive and accurate response to the client's requirements.
  • Overlays with the field representatives to handle all hardware replacement, license transfer, and parts order for existing clients.
  • Work directly with the field reps and customers on customer satisfaction initiatives, including the deployment and follow up of the Net Promoter Score (NPS) surveys.
  • Works with customer support representatives to review client usage data and make recommendations for improvements.
  • Schedules key account reviews and work with the field sales rep and solution engineer to schedule client meetings.
  • Participates in and owns aspects of Customer Success Meetings
  • Supports Senior VP of Sales and Marketing - assists the Senior VPs with planning, presentations, and overall customer engagement.

QUALIFICATIONS

  • Working knowledge of the customer life cycle in B2B software, and an understanding of how Marketing, Sales, and Customer Support function together.
  • Project management and analytical skills.
  • Prior Customer Success experience is preferred.
  • Must be able to communicate effectively and interface with both the field sales team and end-user clients.
  • 4-year Bachelor’s degree preferred.
  • Prior sales training and/or sales experience is a plus.
  • Ability to prioritize and manage multiple tasks simultaneously.
  • Solution-oriented and a problem-solver.
  • Salesforce knowledge, with at least one year of experience using Salesforce, is required.
  • Knowledge of Microsoft Office products, including Excel, PowerPoint, Word.
  • Some travel required

BENEFITS

  • Comprehensive benefits (medical with HSA option, vision, dental, and life insurance)
  • Paid parental leave
  • Medical and Dependent FSA
  • 401K match
  • Paid Time Off
  • Nine company holidays


This is a full-time, remote role based in the United States anywhere in the MST or CST time zones.

Routeware is an Equal Opportunity Employer and prohibits all forms of discrimination or harassment. At Routeware, we are committed to the principle of equality, and all employment decisions are based on job requirements, business needs, and individual qualifications, without regard to race, color, religion or belief, national, social or ethnic origin, sex (including pregnancy), age, physical, mental or sensory disability, HIV Status, sexual orientation, gender identity and/or expression, marital, civil union or domestic partnership status, past or present military service, family medical history or genetic information, family or parental status, or any other status protected by the laws or regulations in the locations where we operate.