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Lead Customer Success Strategist
2 months ago
Parade stands at the forefront of delivering capacity management solutions tailored for freight brokers and third-party logistics providers (3PLs). Our innovative technology platform is set to transform the digital landscape for our clients, aiming to become the definitive resource for the trucking sector, a market valued at $800 billion.
Recognized by leading publications such as Inc. Magazine and Business Insider, Parade is on an exciting trajectory of growth.
Role OverviewAs a Senior Customer Success Manager, you will play a pivotal role in our Customer Experience team, contributing significantly to our expansion efforts. This newly established position is designed for a professional eager to make a substantial impact within one of the most dynamic tech companies in the logistics and supply chain industry.
Key Responsibilities- Regularly engage with existing clients to reinforce the return on investment (ROI) by assisting them in achieving their business objectives and key performance indicators (KPIs).
- Analyze client data to proactively identify situations that may require configuration or technical support, as well as opportunities to enhance value.
- Document client issues that necessitate field support and guide the activities of support staff to ensure client satisfaction and effective resource allocation.
- Collaborate with clients to promote effective utilization of system data and best practices.
- Provide client feedback to product teams to drive continuous improvement based on key insights.
- Adapt swiftly to changing business priorities in response to client expectations and organizational needs.
In your initial months, success will be defined by your ability to:
- Take full ownership of a portfolio comprising 30-50 clients, collaborating with cross-functional teams (e.g., Marketing, Product, Engineering, Leadership) to capture success stories and devise strategies for maintaining customer satisfaction.
- Create tailored account plans for each client that demonstrate the ROI of Parade through the achievement of their business goals.
- Gain a comprehensive understanding of each client's KPIs and the necessary actions to support them.
- Organize executive business reviews for clients approaching renewal.
- Minimum of 4 years of experience as a Customer Success Manager.
- At least 1 year of professional experience in truckload freight logistics, preferably within a freight brokerage or relevant logistics technology.
- Experience in a SaaS technology environment.
- Proven ability to learn and articulate technical products or concepts in a client-facing capacity.
- Experience in developing efficiencies and repeatable processes within your portfolio.
- Familiarity with SQL.
- Technology-oriented, utilizing technology solutions and productivity platforms to enhance functionality (e.g., CRM experience, advanced spreadsheet skills, data analysis, presentation tools).
- A collaborative team player with a proactive work ethic, comfortable navigating the complexities of a fast-paced growth environment.
- Strong leadership capabilities and presence, with a proven track record of establishing relationships and leading discussions with various stakeholders.
- Exceptional written and verbal communication, project management, and negotiation skills.
- Demonstrated success in coordinating efforts across diverse teams.
- Exude integrity, professionalism, and confidence, with a willingness to assist others.
- Competitive salary and comprehensive compensation package, including full medical, dental, and vision benefits.
- 401k plan to support your future savings.
- Unlimited paid time off, with encouragement to utilize it.
- Fully remote work environment.
- Company offsites to foster team relationships.
The anticipated on-target compensation for this role ranges from $60,000 to $150,000 for work performed in the United States. Starting pay will be determined based on various job-related factors, including experience, transferable skills, education, location, business needs, training, and market conditions.
Parade is committed to being an equal opportunity employer. We celebrate diversity and strive to create an inclusive, positive, professional, and respectful workplace for all employees.
