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Customer Success Manager
4 months ago
Terminal 49 is seeking a rockstar Customer Success Manager to oversee operations and and foster successful and effective client relationships.
Customer Experience team is core to our business and has the ability to wow our customers. Even when using software automation to take the pain out of many manual tasks, transporting a container from the port to the warehouse is still a complex process with constantly changing requirements, unexpected events, and a multitude of factors to consider.The right person for this role will be extremely fastidious and organized, and a natural project manager.
As a manager, you'll be in charge of handling our key accounts and running the internal operations of our service. You'll be interfacing with all size of customers, ensuring that the transportation of cargo is on time and up to our customers' expectations.
Requirements
What you will do
Lifecycle account management (both proactive & reactive) to ensure customer satisfaction
Collecting & analyzing data to draw insights & make decisions
Building new processes from scratch or reimagining existing processes to create effective systems
Provide valuable feedback and expertise to product to prioritize features that will improve customer experience
Customer advocacy, seeking testimonials & referrals
Creating customer-facing content like case studies and help center articles
Use Terminal49.com and other software tools to manage all of operations and customer support
Expanding accounts (upselling and cross-selling)
Driving retention & renewals, negotiating contracts
Become a subject-matter expert on logistics and supply chain operations
Essential Experience
4+ years of Customer Success experience
You have deep experience owning each core responsibility listed above
You've independently managed 40-70+ B2B accounts
You've implemented and refined best practices that scaled amid exponential growth cycles
You have proven ability to take objectives, break them down into actionable plans, and manage your own timelines and progress
You've actively assisted new teammates in getting up to speed
Your past accounts and colleagues share glowing endorsements
Essential Mindset & Collaboration
Alignment with our core values: Terminal49 Values
Intrinsic motivation to be at the forefront of Customer Success
Desire to learn the ins and outs of global container logistics
You love interacting with users and helping them improve their business outcomes
You create alignment and collaborate with everyone on the team-whether they are in CS, Ops, Sales, Engineering, etc. You believe inspiration can come from anywhere
You have a "can do" attitude and are comfortable making decisions to unblock yourself or others
Strong written and verbal English skills to communicate with our international team
Bonus Attributes:
You've worked with early or growth stage startups
You've independently led a foundational CS initiative for a SaaS product
Previous experience in supply chain, trade, logistics, trucking, and/or transportation
BA / BS in supply chain, business administration, marketing, or other relevant programs strongly preferred
Benefits
Work from anywhere; we run a distributed team
401K retirement plan
Top-tier health care plans
Flexible vacation policy
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