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Enterprise Customer Value Manager, VIACHAIN in Illinois at ORBCOMM
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Job Description
Join Us as Enterprise Customer Value Manager, VIACHAIN
The Customer Value Manager will support a focused portfolio of ORBCOMM’s largest and most complex maritime and transportation customers across our VIACHAIN Smart Containers and Smart Trailer businesses. This senior, consultative customer leader will embed deep within customer operations to understand their workflows, asset networks, business priorities, and performance objectives.
The role is responsible for helping customers maximize solution adoption, improve operational outcomes, and clearly understand, measure, and articulate the value they receive from ORBCOMM’s solutions.
Why You’ll Love Working Here:
A core objective of the role is to create measurable customer value by helping customers more fully adopt ORBCOMM’s products, services, analytics, and digital capabilities. Increased adoption and demonstrated business value will support stronger customer outcomes, long-term account growth, and increased recurring revenue per asset. The Customer Value Manager will work closely with Sales, Product, Operations, Engineering, and Customer Support Operations to understand customer workflows, strengthen executive and operational customer relationships, document measurable ROI narratives, identify value and adoption opportunities, and support strategic account expansion.
This is not a traditional Customer Success role centered on support tickets, routine escalations, or general relationship management. Day to day service issues and operational support requests will be managed by the Customer Support Operations team. The CVM will focus on operational discovery, customer value realization, measurable ROI, solution adoption, reference readiness, revenue expansion, and strategic account health.
This role will be based remotely out of Illinois, with domestic and international travel required.
What You’ll Do:
Customer Value & ROI Management
- Develop a deep understanding of each customer’s current ORBCOMM solution footprint, including productspurchased, asset coverage, spend, use cases, workflows, and business priorities.
- Build account specific Customer Value Profiles that clearly document how customers use ORBCOMM solutions and the operational or financial value they receive.
- Identifyand quantify, where possible, key value levers such as improved assetutilization, reduced dwell time, lower operating costs, reduced detention/demurrage exposure, improved visibility, cargo protection, maintenance efficiency, and reduced manual work.
- Translate product usage and customer feedback into clear ROI narratives that support renewals, executive engagement, customer reference calls, and buyer/investor diligence.
- Ensure strategic customers can clearly articulate ORBCOMM’s value in their own words.
Revenue per Asset Growth
- Partner with Sales and Product toidentifyopportunities to increase annualized recurring revenue per asset across target customer segments.
- Map adoption gaps across applicable ORBCOMM products and services, including managed services and digital offerings.
- Identifyexpansion opportunities based on customer needs, usage patterns, value gaps, and business priorities.
- Support account teams in positioning relevant digital, analytics, and service offerings that increase both customer value and ORBCOMM revenue density.
- Track account level progress against revenue perassetgrowth goals.
Customer Health & Reference Readiness
- Maintain a clear view of customer health across assigned accounts, including adoption, satisfaction, business value, executive engagement, renewal risk, and expansion potential.
- Segment customers by reference readiness and develop plans to move priority accounts toward reference ready status.
- Prepare executive ready customer summaries, value narratives, QBR materials, and internal account briefs.
- Identifyrisks early and coordinate with Sales, Product, Support, and CSOP to ensureappropriate actionis taken.
- Strengthen executive and operational relationships across assigned accounts.
Strategic Account Engagement
- Support customer business reviews focused on value realization, adoption, ROI, and future opportunities.
- Conduct structured discovery with customers to understand businessobjectives, workflows, pain points, and desired outcomes.
- Partner with account owners to align customer success plans with commercial account plans.
- Act as the voice of the customer internally, helping Product and leadership understand market needs, product gaps, and value opportunities.
- Ensure customers are engaged beyond issue resolution and understand the broader value ORBCOMM can provide.
Operating Model & Cross Functional Coordination
- Work closely with the Customer Support Operations team to ensure day to day support issues, service escalations, and operational requests are appropriately managed outside of the CVM role.
- Maintain clear handoffs between CVM, CSOP, Sales, Product, and Support.
- Participate in regular internal account reviews to discuss customer value, risks, adoption, expansion opportunities, and reference readiness.
- Use CRM, reporting tools, and internal dashboards to document account insights, value levers, adoption gaps, and growth opportunities.
Success Measures
The Customer Value Manager will be measured on:
- Completion and quality of Customer Value Profiles for assigned accounts.
- Identification of clear value levers and ROI narratives.
- Number of customers moved toward reference ready status.
- Expansion opportunitiesidentifiedand qualified with Sales.
- Progress against annualized recurring revenue perassetgrowth goals.
- Adoption of applicable ORBCOMM products and services.
- Accuracy and completeness of account health assessments.
- Reduction in CVM involvement in routine support/firefighting activities.
- Strength and quality of customer executive engagement.
Who You Are:
The ideal candidate is commercially minded, analytical, customer-facing, and able to connect operational use cases to business value. This person should be comfortable engaging with customers, account teams, product leaders, and executives to understand what customers are buying, how they are using ORBCOMM solutions, and where additional value can be created.
They should be able to move beyond reactive support and help customers answer the question: “What business value are we getting from ORBCOMM, and where can we get more?”
Required Qualifications
- 7+ years of experience in customer success, account management, solution consulting, business operations, or strategic customer engagement.7+ years of experience in strategic customer success, enterprise account management, solution consulting, customer transformation, operational consulting, business operations, or another complex customer-facing role.
- Demonstrated experience supporting large, complex enterprise B2B customers with multipleexecutive, operational, technical, commercial, and regional stakeholders.
- Demonstrated experience in maritime, ocean shipping, containerlogistics, intermodal transportation, transportation technology,logistics, telematics, supply-chain visibility, fleet technology, or a closely related operational industry.
- Strong ability to understand customer workflows, business problems, and operational value drivers.
- Commercial orientation withthe abilitytoidentifyexpansion opportunities.
- Strong communicationskills, including the ability to create executive ready summaries and customer facing value narratives.
- Ability to work cross functionally with Sales, Product, Support, Finance, and Operations.
- Strong analytical skills and comfort working with customer data, product usage, ARR, asset counts, adoption metrics, and account health indicators.
- Experience supporting QBRs, executive reviews, customer success plans, or strategic account planning.
- Leverage AI-enabled tools and automation to support daily tasks and productivity.
- Commitment to continuous learning in digital and AI literacy.
- Ability and willingness to travel domestically to customer locations and industry events as business needs require.
Preferred Qualifications
- Direct experience working with ocean carriers, shipping lines, container operators, ports, terminals, freight providers, maritime technology companies, or other complex transportation andlogisticscustomers is strongly preferred.
- Knowledge of maritime and container operations, including areassuch asasset visibility, reefer or cold-chain monitoring, dwell time, detention and demurrage, cargo protection, equipmentutilization, intermodal movements, or container maintenance.
- Experience with ARR, recurring revenue models, product adoption, expansion motions, and revenue per asset or revenue peruniteconomics.
- Experience with ROI modeling, value-realization frameworks, customer value assessments, executive business reviews, or enterprise customer advocacy programs.
- Experience working in a private-equity-backed, transformation-oriented, or value-creation-focused business environment.
- Demonstrated ability to translate complex technical products, data, and operational workflows into clear customer recommendations, measurable business outcomes, and executive-level value narratives.
The Benefits of Working Here
A career with ORBCOMM offers a unique opportunity to grow your skills and expand your expertise in a collaborative, innovative environment. Beyond being part of an exceptional team, we provide a competitive, locally relevant benefits package designed to support our employees around the world. Benefits vary by location and include health and wellness coverage, paid time off, retirement or savings programs, flexible work arrangements, insurance coverage, lifestyle perks, and access to employee discounts—helping you thrive both professionally and personally.
How We Hire
ORBCOMM uses technology-enabled tools, including artificial intelligence (AI), to support parts of the recruitment process. All hiring decisions are made by people, as part of our human-led, tech-enabled culture.
About Us
At ORBCOMM, we’re pioneers in IoT technology that drives innovation and empowers our clients to make data-driven decisions. Our industry-leading solutions enable customers to boost productivity, streamline operations, and increase their bottom line. With over 30 years of experience and the most comprehensive solution portfolio in the industry, we enable the management of millions of assets worldwide across diverse sectors, including transportation, heavy industries, satellite, and maritime. Discover how ORBCOMM is transforming industries and unlocking the potential of data to drive meaningful change at www.orbcomm.com!
Ready to Join Us?
We believe that our people are our greatest asset. Your skills and passion can help us achieve remarkable things! If you’re seeking a thrilling career opportunity in a vibrant, growth-oriented environment, ORBCOMM is the perfect fit for you.
We are committed to building a diverse and inclusive workplace and appreciate all applicants for their interest in joining our team. Only candidates selected for an interview will be contacted.
At ORBCOMM, we are also dedicated to ensuring accessibility and are pleased to offer accommodations for individuals with disabilities upon request throughout all aspects of the selection process.
Job Seeker Awareness Notice:
ORBCOMM is proud to hire exceptional talent around the world. As part of our commitment to providing a positive candidate experience, please note that ORBCOMM will never request payment to apply for a job or require the purchase of training, certifications, or courses as a condition of employment.
Official ORBCOMM job opportunities are posted only through our official Careers page and authorized company channels.
If you have questions about a communication claiming to be from ORBCOMM, please contact talentacquisition @ orbcomm.com before taking any action.
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