Customer Success Manager

One-Tank specializes in advanced propane tank monitoring solutions that turn tank data into actionable operational insights. Powered by satellite connectivity, our One-Tank Pulse ensures reliable data transmission even in remote locations, providing consistent service without interruptions from network issues. Beyond just monitoring, Pulse enables predictive operations with features like Virtual Metering and alerts for potential issues, such as gas leaks or stuck float gauges.

Our scalable solution simplifies installation, enhances efficiency, and is supported by a dedicated U.S.-based team with deep expertise in propane operations. Role Description This is a full-time, remote position. In this role, you will be responsible for building and maintaining strong relationships with customers, ensuring their satisfaction and retention.

This role is essential to ensuring our customers are fully trained, equipped, and supported throughout their journey with our products and services. The ideal candidate will be a tech-savvy communicator with strong problem solving skills and the ability to thrive in a fast-paced, remote environment. Core Responsibilities Onboarding & Training Conduct customer software demos and technical training.

This is a primary responsibility covering software setup, features, and best practices. Technical Support & Troubleshooting: Serve as the initial point of contact & triage for all technical support inquiries. This involves diagnosing and resolving first level issues with both software and hardware when able, or escalating to necessary parties when needed.

Manage the RMA (Return Merchandise Authorization) process. This includes troubleshooting faulty units, coordinating repairs, handling the associated paperwork, and owning the process through to completion. Sales & Field Support When necessary, provide hands-on support for unit installation and deployment.

The role requires occasional travel to customer sites to assist with setup or replacement. Create and maintain support documentation. This includes installation guides, troubleshooting steps, and knowledge base articles to support both customers and the sales team.

Support the sales team with customer onboarding. This involves partnering with sales to ensure a smooth transition for new customers. Customer Relationship & Feedback Serve as the primary point of contact for all incoming customer inquiries.

This includes answering phone calls, responding to emails, and routing questions to the appropriate department (e.g., sales, finance, engineering) to ensure a quick resolution. Gather and communicate customer feedback and competitor insights. This person will be on the front lines, collecting valuable information to share with the product and sales teams.

Recruit and support beta testers for new products. As seen with the mobile app, this role could help manage beta programs and gather initial feedback. Ensure that all customers and prospects have regular communication and check-ins from us.

Qualifications Technical Proficiency : Strong working knowledge of software platforms, hardware systems, and troubleshooting methodologies Communication Skills : Excellent verbal and written communication abilities; ability to explain complex technical concepts to non-technical users Problem-Solving : Strong analytical and troubleshooting skills with a customer-first mindset Travel Capability : Ability and willingness to travel frequently (15%-30% of time) to customer locations Remote Work Competency : Self-motivated, organized, and able to work independently in a remote environment Customer Service Orientation : Genuine passion for helping customers succeed and resolving issues Reliability : Dependable, responsive, and committed to meeting customer needs Proficiency in Relationship Building and Customer Retention to create long-lasting partnerships and drive loyalty. Preferred Qualifications Propane Industry Experience : General knowledge of or familiarity with the propane industry, equipment, or operations Sales Support Background : Previous experience supporting sales teams or working in a customer-facing technical role Project Management : Experience managing multiple customer projects or initiatives simultaneously Training & Documentation : Experience developing training materials or technical documentation Field Service Experience : Background in field service, installation support, or on-site technical support CRM/Software Platforms : Familiarity with customer relationship management (CRM) systems or similar platforms #J-18808-Ljbffr