Client Experience Manager
Full-time | GemOne | Olathe, KS 66062
GemOne is a tech company within TVH Holding developing future-proof smart telematics solutions for optimal fleet performance management, from track & trace and operational efficiency to security & safety and service & maintenance. Our cloud-based solutions and hardware intelligently gather and enrich data from industrial equipment to streamline fleet management.
To support the continued growth of GemOne Americas, you will serve as the primary owner of the customer experience across the entire customer lifecycle, guiding customers from pre-sale consultation and quoting through installation, commissioning, onboarding, training, adoption, ongoing support, and account growth. Want to be part of a global company ? Apply today!
YOUR ROLE AND RESPONSIBILITIES
Account Management & Customer Success
Serve as the primary point of contact for assigned customer accounts, dealer partners, and end users, visiting customer sites regularly to build relationships and understand operational needs
Conduct regular customer reviews to understand business objectives, operational challenges, and opportunities for improvement
Proactively monitor customer satisfaction, adoption, account health, risks, and escalations, and manage retention efforts
Serve as the voice of the customer and advocate for customer needs internally
Recommend appropriate telematics solutions based on customer operational requirements, and develop and manage quotations and solution proposals
Coordinate internally to ensure pricing, configurations, and deliverables align with customer expectations
Support pre-sale activities, including customer presentations, product demonstrations, and solution discussions
Identify expansion, upgrade, cross-sell, and upsell opportunities within existing accounts
Project Management & Implementation
Manage customer onboarding and implementation projects from initial order through completion
Coordinate installation schedules, commissioning activities, training requirements, and project timelines
Facilitate communication among internal stakeholders, dealers, installers, and customers
Track project milestones to ensure successful, timely implementations while managing multiple projects simultaneously
Ensure smooth handoff between implementation, support, and customer success activities
Technical Support & Product Expertise
Develop and maintain expert-level knowledge of GemOne hardware, software, and telematics solutions
Assist customers with installation, commissioning, troubleshooting, and issue resolution, both remotely and onsite
Investigate hardware, software, connectivity, and configuration issues, collaborating with Product, Engineering, and Technical Services teams for timely resolution
Document support activities, customer interactions, and resolution details accurately
Manage RMAs and hardware replacements when necessary
Serve as the technical voice of the customer within the organization
Customer Training & Enablement
Conduct administrator, technician, dealer, and end-user training
Develop onboarding and adoption strategies that maximize product utilization
Provide consultative guidance and best practices to help customers achieve their operational objectives and prepare for implementation and expansion projects
Deliver engaging presentations for customers and internal stakeholders
TECHNICAL SERVICES DEVELOPMENT PROGRAM
Because of the highly technical nature of the position, all new Client Experience Managers begin in the Technical Services organization for a minimum of six months, completing a structured technical onboarding program before assuming ownership of an account portfolio. During this period, you will:
Participate in hardware installation and commissioning activities
Learn product architecture, hardware functionality, and software configuration
Support customer troubleshooting and technical issue resolution
Gain practical experience with telematics technologies and…