The Customer Success Manager will develop collaborative and deep, multi-pronged relationships to drive strong customer adoption and excellent retention services for SCOA smart logistics solutions, demonstrating value every step of the way. The Customer Success Manager will deeply understand the customer's business model and use cases and act as an extension of their team. Help manage the relationship, and drive customer engagement, achieving high adoption rates, revenue expansion, lower churn rates, and Customer satisfaction. The Customer Success Manager position is a high-profile, customer-facing role requiring outstanding relationship management and program management skill Day-to-day.
Tasks
- Oversee the customer lifecycle to proactively drive satisfaction and retention, including success of the customers from go-live through to renewal and expansion
- Develop a deep understanding of customer needs, use cases, and objectives in order to ensure that the solution is properly leveraged to achieve them
- Develop strategic road mapping and change management plans to assist customers in driving customer adoption and change management and/or business process improvement within their organization
- Build and maintain strong relationships with all key customer stakeholders, including C-level executives
- Serve as a point of escalation for key customer issues, and ensure quick, accurate, resolutions
- Ensure high customer satisfaction and retention
- Be a brand/product ambassador!! Evangelize the capabilities of our client’s platform, identifying new opportunities for further growth within customers while working collaboratively with the sales team to position upsells
- Monitor and report on the overall well-being of customers, tracking key health and usage indicators
- Work with the sales teams to facilitate the onboarding of new customers
- Develop collateral and conduct regular business reviews across multiple stakeholder levels (i.e. C-Suite, VP, Director, manager etc)
- Work with our Sales, Product, and Engineering & IT teams to help find the right solution for customers, providing technical , customer services guidance for a solution through configuration, deployment and operations
- Contribute to the scalability of the customer success team through documentation and process optimization
- Any other duties / project as assigned
Qualifications and Experience
- Must have 5+ years of experience in Customer Success, consulting or account management for a SaaS or logistics supply chain organization
- Significant experience driving enterprise level customer engagements, achieving high adoption, retention, and expansion rates
- BS / BA degree in business administration, engineering, computer science or a comparable education, Master’s degree is a plus (but not required).
- Skillful at building long term relationships with internal and external key customer and stakeholders
- Great attitude, self-motivated, and passionate about making customers/clients successful!
- Experience in business transformation/ business process improvement initiatives is a strong plus, but not required.
- Proficiency in leading and facilitating executive meetings and workshops
- Strong leadership, committed priority management and high emotional intelligence with the ability to compel customers and internal partners to act and hold them accountable to their commitments
- Master multitasker and can juggle multiple accounts simultaneously with outstanding attention to detail and a background of taking initiative!
- Excel in a fast-paced environment and have strong project management and communication skills
- Domain knowledge of retail, e-commerce, or logistics supply chain is a strong plus
- Up to 50% travel (domestic and internationally), on an as-needed basis
- Self-starter, self-managing, and results-oriented
- Software skill : Basic Knowledge of REST API’s and scripting languages (Python, JavaScript etc.), VBA (recommended), MS Excel, MS Work, MS Power point, MS Outlook
- Legally authorized to work in the United States
To apply
To apply Please attach your resume to the below email address:
Email recruitment.scoa@sumitomocorp.com
