Customer Success Manager - Supply Chain

Job Description

Windward is the leading Maritime AI company, offering a decision support platform to accelerate global trade. Stakeholders can make real-time, predictive intelligence-driven decisions with Windward’s insights and actionable visibility.

We are looking for a Customer Success Manager for our Supply Chain customers with a passion for customer satisfaction and business to join our business unit team.

As a Customer Success Manager at Windward, you’ll be working with strategic commercial enterprises and organizations and will serve as the company’s primary point of contact. Your main responsibilities will be to achieve high customer satisfaction, ensure product usage and value, and enable additional sales. You’ll be doing that by training customers, promoting their requests, and analyzing and personalizing the company’s unique offering to the customer needs.

Responsibilities:

• Manage clients’ accounts directly on both strategic and operational levels: technical, business, support, and product.
• Responsible for Account Management and relationship.
• Responsible for renewal negotiations and maintaining a low Gross Churn.
• Main expert contact for any client issue.
• Provide client feedback internally.
• Provide client training and webinars.
• Upsell existing clients.
• Introduce new features.
• Work closely with the R&D, Product, and Sales teams.

Requirements:

• 4+ years of experience in a Customer Success / Account Management role in the Supply Chain domain - a must.
• Experience working with software/SaaS products with global enterprise customers - a must.
• Experience in commercial negotiations with customers.
• Experience working with product and R&D management.
• Willingness to travel to multiple locations worldwide at least 30% of the time.
• Excellent interpersonal and communication skills, from users to high-level executives; quick learner, curious, creative, and open-minded.
• Experience with Customer Success supporting systems such as Salesforce, helpdesk, and training tools.
• Familiarity with B2B customers and business processes - is an advantage.
• Additional languages other than English - an advantage.

Office location – Blackfriars, London.

Hybrid work – expectation to be in the office 3 times a week.