Customer Success Manager

Location: US/North America (Remote)

Job Description:

A passionate and strong Customer Success Specialist/Lead who will build strong customer advocacy with the existing customer base and be the voice of the customer. You will work very closely with the Implementation, Product Support, and Sales teams. Key duties will include a broad range of tasks such as maintaining ongoing customer relationships and networking, implementing success programs, onboarding and training clients, helping customers leverage the full benefits of our software/services, helping customers learn more about new offerings, and most importantly minimizing churn or reduction of users/usage.

The role has 3 key expectations:

1. Build, own, operate and execute the customer success function and take ownership and accountability for attaining the defined metrics and outcomes.
2. Lead deep engagement with various customers across all our key segments and markets; work with a wide variety of customer stakeholders to ensure that they see everyday value and utilization of our software. Understand key challenges customers may have and work towards timely resolution and satisfaction.
3. Build deep collaboration with key functions including Delivery/Product Support and Sales/Sales Operations to ensure there is regular sharing of insights and execution actions needed to get to our goal of 0% reduction of churn and at the same time, work towards moving customers for higher utilization of software and potential upsell/s as defined by ongoing sales priorities.

Key Responsibilities:

1. Periodic Health Checks with customers
2. Tracking Software Renewals
3. Manage Client Advocacy and develop brand loyalty
4. Organize Technical Enablement
5. Respond to Escalations
6. Track Collections
7. Upsell Email Campaigns
8. Customer Onboarding and Training
9. On need basis travel to meet customers

Ideal Candidate’s Profile:

1. Bachelors/Master's degree
2. Customer Success Management experience with a SaaS software company is a plus
3. Good functional knowledge of the Logistics, Transportation and Warehousing industry
4. Excellent communication skills (both written and spoken English / Presentation/ Documentation) + Spanish speaking is an added advantage.
5. Familiarization with Digital Technologies
6. Good team player (capacity to work in a worldwide, distributed team)