Key Responsibilities Customer Onboarding & Enablement

• Lead end-to-end onboarding for new Command customers, including account setup, driver and truck configuration, and seat assignment.

• Conduct live walkthroughs and training sessions to ensure customers understand platform capabilities and best practices.

• Validate customer readiness before go-live, ensuring all configurations are correctly set.

Customer Support & Relationship Management

• Serve as the primary point of contact for Command customers post-onboarding.

• Proactively monitor account health and usage to ensure feature adoption.

• Address customer concerns, identify root causes, and provide accurate resolutions in a timely manner.

• Build trusted relationships with fleet owners, dispatchers, and operations teams.

• Maintain deep product knowledge of the Command Platform, Nav Pro, and related Trucker Path tools.

• Troubleshoot issues related to routing, subscriptions, seat assignments, driver access, and load board integration.

• Collaborate with Technical Support, Product, and Engineering teams for escalations and issue resolution. Retention & Growth

• Identify upselling and cross-sell opportunities based on customer needs and usage patterns.

• Support renewals and prevent churn by addressing risks proactively.

• Collect and relay customer feedback to internal teams to support product improvements.

• Document all customer interactions, onboarding progress, and support activities accurately in CRM or ticketing systems.

• Track KPIs such as onboarding completion, CSAT, retention, and product adoption.

• Provide insights and recommendations to leadership based on customer trends and feedback.