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 industrial equipment applications
• Assist with onboarding and customer training activities
• Develop proficiency in internal systems, workflows, and operational processes
• Demonstrate technical competency prior to assuming full account ownership

HOW TO SUCCEED / YOUR PROFILE

• Minimum of 2 years in an account management role
• Excellent communication and organizational skills
• A team player with a flexible attitude who is also self-motivated, works with minimal supervision, and consistently takes the initiative to get things done
• Strong analytical skills, a results-oriented mindset, and a sense of responsibility
• Problem-solving attitude and aptitude, with a proven ability to accomplish tasks in creative ways
• Strong ability to work in multiple systems such as ERP, CRM, and Warehouse Management Systems
• Intermediate proficiency with Microsoft Office Suite (Word, Excel, PowerPoint) and general technology
• Ability to travel up to 50%

Competencies

• Self-Directed: Prioritizes and stays on task while meeting all current and future Key Performance Indicators (KPIs)
• Customer Mindset: Makes exceptional customer service the primary focus of every duty, with quality as a top priority
• Adaptability & Innovation: Adapts willingly to changing business needs and presents creative ideas to solve problems, gain efficiencies, and improve quality
• Relationship Building: Builds constructive working relationships with clients and colleagues based on inclusion, cooperation, and mutual respect
• Accountability: Takes personal responsibility for the quality and timeliness of work and strives to exceed requirements
• Talent Development (Self and Others): Commits to ongoing learning and self-improvement, and coaches and teaches others to support their development

WHAT’S IN IT FOR YOU

You’ll be part of a people-centric culture, where your well-being matters.  Our comprehensive package offers standard benefits such as medical, dental, and vision, plus unique benefits such as our onsite health clinic and our incredible dollar for dollar 401(k) match up to 6%. At our HQ, there’s an on-site preschool, restaurant and where you can get active or enjoy our regular team get-togethers. 

We also offer:

• Onsite gym, Coffee shop, daycare, and cafeteria
• A great opportunity to grow personally and professionally in a scale-up environment, with the backing of a large global corporation (TVH)
• Opportunities for professional development, including access to LinkedIn Learning and many in-house/external training courses

PEOPLE ARE AT OUR HEART

TVH is a global business with a family atmosphere, where people are at the center. We value clarity, mutual respect, kindness and open communication. Our people are down-to-earth, easy to work and engage with. We welcome differences and celebrate new ideas.

ABOUT TVH

TVH is a parts specialist for quality parts and accessories for material handling, industrial vehicles, and construction and agricultural equipment. Working at TVH is opting for a company that excels as an international market leader and is well-known for its unstoppable craving for innovation.

TVH is an Equal Opportunity Employer. TVH will not discriminate against applicants based on race, color, religion, national origin, sex (including pregnancy and gender identity), sexual orientation, genetic information, or because they are an individual with a disability or a person 40 years old or older.