Requisition Number:
2012
Customer Success Manager
About the client:
Our client empowers supply chain efficiency and service effectiveness at scale. With a platform that includes capabilities previously out of most shippers' technical reach and affordability. Their solutions combines everything shippers need, from transportation management and visibility to procurement, in a comprehensive, easy-to-use platform, adapting and scaling as market and business demands change, allowing shippers to operate, manage, and optimize the shipping process seamlessly.
Job Location:
Seattle, WA, USA
Industry Desk:
eCommerce Solutions
Base Salary Range:
$75,000 - $90,000
About this job opportunity:
Day to day tasks of this role:
Build trusted relationships with customers to include customer satisfaction, product support, and positive overall account health
Optimize customer utilization of the software platform to enhance their comprehension of ROI
Provide customers with a clear understanding of the value our client has created and present opportunities that will drive further value
Challenge the status quo and present ways to improve internal and external processes, routines, and workstreams
Collaborate with internal resources including Sales, Professional Services, and Product Management to positively maintain customer health
Collect customer feedback and relay it to the Product and internal teams to continually enhance the user experience
Troubleshoot and triage customer-reported issues by utilizing product expertise and working with internal stakeholders to resolve these issues efficiently
Address product-related questions from customers through clear and timely communication and build out a repository of accessible customer-facing resources to address future inquiries
Work with Sales on renewal follow-up and customer business reviews
Becoming an SME by building deep knowledge of both the features and functionality within the client's products, and of the processes and operations within customer organizations
Job Qualifications:
5+ years in a Transportation-related background is required, with a focus on Transportation Management Systems (TMS)
3+ years experience working in either Customer Success, Account Management, or SaaS Support Customer Service
2+ years of experience in a SaaS organization conducting support-related activities
Experience helping users adapt to transportation-related products
Demonstrated customer service and problem-solving skills
Experience in a client service-related position with strong verbal and written communication skills.
Minimal Education Requirements:
Bachelors Degree in Supply Chain, Logisitics, Business, etcm
Required Software Skills Sets:
Google Suite applications
Salesforce
Jira
Confluence
Intercom
About Lane Edward:
Lane Edward is an Equal Opportunity Recruiter. All qualified candidates will receive consideration for client opportunities without regard to race, color, religion, sex, sexual orientation, gender identity, age, national origin, genetic information, disability or protected veteran status.