Product and Customer Success Manager

Position Summary

eShipping, through its SaaS analytics product line, helps customers improve profitability as part of its full suite of full-service managed transportation offerings. We are seeking a product and customer success manager who will work with customers, solutions teams, operations teams, and data teams to usher in the next phase of growth.

The role will entail hands-on work including onboarding new customers, leading and coordinating proof of value phases from data mapping to demo, running prospect and customer demos, helping existing customers realize the full benefits of the solution by managing continuous improvement efforts, and designing new product features in partnership with engineering and data groups. This role will be both hands on, strategic, and fast paced as we pivot to this exciting next phase.

Essential Duties and Responsibilities

Duties include but are not limited to the following:

• Plan and run first demos that showcase to customers what Synapsum has done for similar companies; Able to tease out customer needs through discovery questions and dialogue that lead to clear next steps, ideally starting a Proof of Value if a good fit.

• Manage customer onboarding including scoping the initial focus for the Proof of Value, requesting data, quality checking data loads, coordinating tasks to address gaps or issues, and configuring the UI and filters for reports in PowerBI.

• Perform data analysis and collaborate with the team to make sense of source data - identify important classifiers and filters, how to calculate KPIs, and ultimately determine how to map customer data to our standard semantic data model.

• Build and run Proof of Value demos that demonstrate Synapsum’s capability using snapshots of data, and relate back to customer challenges and opportunities

• Prioritize and communicate data validations and gaps with customer data contacts, identifying what is required vs. nice to have.

• Support customer success post-onboarding through the following:

 Identify customer business opportunities and coordinate support under continuous improvement efforts, working with eShipping teams when required

 Spot and raise managed transport opportunities

 Train customer in using the solution across functions and levels in the customer organization

 Evolve and BI views as the needs of the underlying business change

• Capture requirements for business intelligence solutions from eShipping Sales and Solutions teams.

• Identify commonly sought after needs and translate them into product and/or feature specifications for our data models, semantics, visualizations, predictive models, simulations, etc.

• Able to raise and define issues in github with clear design intent, and work with the team to groom those issues to the point where they are clearly defined and ready for execution

• Regularly prioritize issues in Github working with the team and review pull requests to confirm requirements are being addressed

• Monitor our data feeds and outputs for gaps, errors and corruptions and actively work to resolve and prevent production challenges.

Minimum Experience

• 4+ years of experience in business intelligence

• Transportation management experience preferred

• SaaS product management or consulting experience preferred

Required Skills and Abilities

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skills, and/or ability required. Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions.

• Well versed in managing a customer onboarding processes including scoping, data requests, quality checks, setup and presentation in business intelligence tools

• Experience in interrogating data – mapping, identifying and fixing data gaps, evaluating quality, determining relationships between tables, categorization.

• Able to identify, prioritize and clearly communicate areas that require customer validation, including data gaps or unknowns; Able to distinguish between ‘nice to have’ data vs. ‘must have’ data

• Experience in building stories and presentations through data demos in business intelligence tools that demonstrate how solutions address customer problems

• General comfort in communicating with customers across functions and across levels of the organization, with experience presenting to different audience levels who require varying levels of detail

• Detail oriented in deconstructing feedback and next steps for the data and engineering teams to quickly pivot from meeting to action

• Experience in gathering business requirements, translating them into data and engineering requirements and communicating those to the respective teams.

• Experience working with Power BI, including Power BI Service, Desktop and DAX.

• A plus but not a requirement

 Experience working in Github used for development and tasks related to specific projects

 Experience writing SQL and working with Azure and tasks related to specific projects

 Knowledge of data pipelines sourced from business applications, and ETL/ELT

 Knowledge of data management- monitoring data feed quality, metadata management

Physical Demands and Work Environment

The physical demands and work environment characteristics described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions. This description reflects management’s assignment of essential functions; it does not proscribe or restrict the tasks that may be assigned.

• Physical Demands: While performing the duties of this job, the employee is regularly required to remain in a stationary position for at least 50% of the time. The general level of physical activity would be defined as sedentary. The employee is regularly required to operate a computer and may include other office productivity machinery, such as a calculator, telephone, copy machine, and printer. Some movements of the hands, arms, and wrists may involve repetitive motions. Specific vision abilities required by this job include the ability to detect, determine, perceive, identify, recognize, judge, observe, inspect, estimate, and assess various activities and surroundings.

• Cognitive/Mental Requirements: While performing the duties of this job, the employee is regularly required to comprehend and use basic language, either written or spoken, to communicate simple and complex information, ideas, and information. The employee is also required to use logic to define problems, collect information, establish facts, draw valid conclusions, interpret information, and deal with abstract variables for unique or unfamiliar situations. The employee must use problem-solving skills to formulate and apply appropriate courses of action for routine or familiar situations. The employee may be required to perform numerical operations including basic counting, adding, subtracting, multiplying, and dividing or more complex quantitative calculations.

• Work Environment: While performing the duties of this job, the employee is primarily working remotely from their personal residence.

Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of an employee. Duties, responsibilities, and activities may change at any time with or without notice. The employee signature below constitutes the employee’s knowledge and understanding of the requirements, essential duties and responsibilities of the position. eShipping LLC is an equal opportunity employer.