Enterprise Customer Value Manager, VIACHAIN

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.

About the role

The Customer Value Manager 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. This role focuses on creating measurable customer value by driving adoption of ORBCOMM’s products, services, analytics, and digital capabilities, supporting stronger customer outcomes, long-term account growth, and increased recurring revenue per asset.

This is not a traditional Customer Success role centered on support tickets or routine escalations. 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.

Responsibilities

• Develop a deep understanding of each customer’s current ORBCOMM solution footprint, including products purchased, asset coverage, spend, use cases, workflows, and business priorities.
• Build account-specific Customer Value Profiles that document how customers use ORBCOMM solutions and the operational or financial value they receive.
• Identify and quantify key value levers such as improved asset utilization, 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 supporting renewals, executive engagement, customer reference calls, and buyer/investor diligence.
• Ensure strategic customers can clearly articulate ORBCOMM’s value in their own words.
• Partner with Sales and Product to identify opportunities 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.
• Identify expansion 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 per asset growth goals.
• 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.
• Identify risks early and coordinate with Sales, Product, Support, and CSOP to ensure appropriate action is taken.
• Strengthen executive and operational relationships across assigned accounts.
• Support customer business reviews focused on value realization, adoption, ROI, and future opportunities.
• Conduct structured discovery with customers to understand business objectives, 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.
• Work closely with the Customer Support Operations team to ensure day-to-day support issues, service escalations, and operational requests are 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

• 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 opportunities identified and qualified with Sales.
• Progress against annualized recurring revenue per asset growth 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.

Requirements

• 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 multiple executive, operational, technical, commercial, and regional stakeholders.
• Demonstrated experience in maritime, ocean shipping, container logistics, 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 with the ability to identify expansion opportunities.
• Strong communication skills, 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.

Qualifications

• Direct experience working with ocean carriers, shipping lines, container operators, ports, terminals, freight providers, maritime technology companies, or other complex transportation and logistics customers is strongly preferred.
• Knowledge of maritime and container operations, including areas such as asset visibility, reefer or cold-chain monitoring, dwell time, detention and demurrage, cargo protection, equipment utilization, intermodal movements, or container maintenance.
• Experience with ARR, recurring revenue models, product adoption, expansion motions, and revenue per asset or revenue per unit economics.
• 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.

Benefits

A career with ORBCOMM offers a unique opportunity to grow your skills and expand your expertise in a collaborative, innovative environment. 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.