Customer Engagement Manager

2 weeks ago


Chicago, Illinois, United States Customer Labs Full time


Join a dynamic and innovative startup that is revolutionizing the Supply Chain sector through real-time tracking and comprehensive visibility.


If you are contemplating submitting an application, please ensure you review the entire description before proceeding.


About the Position:
Customer Labs is seeking a driven and seasoned

Customer Success Manager


to become a vital part of our team. You will enhance customer satisfaction by fostering a consultative relationship with your portfolio of clients, aimed at both growth and retention.

Your collaboration with our Sales team will be crucial as you assist clients in achieving their business goals while uncovering new avenues to expand Customer Labs' influence.

As the primary contact for day-to-day customer management, you will establish yourself as the go-to authority on all aspects of Customer Labs.

Your responsibilities will include training clients on the Customer Labs platform and setting actionable objectives to optimize their supply chain processes, ensuring they derive maximum value from our offerings.


Key Responsibilities:
- Maintain overall relationships with assigned clients, focusing on increasing adoption, driving usage, and ensuring satisfaction and retention.
- Establish a trusted advisor relationship with each client, continuously demonstrating the value of our products and services.
- Develop and nurture clients for advocacy.
- Collaborate with clients to set critical goals and key performance indicators, assisting them in achieving these objectives.
- Conduct quarterly Executive Business Reviews to assess goals, progress, and opportunities.
- Identify potential upsell opportunities through understanding client needs.
- Advocate for client needs and issues across departments.
- Manage account escalations effectively.
- Represent client priorities internally and ensure alignment.

Qualifications:
- A minimum of 5 years of experience in a Customer Success or Account Management role with enterprise clients in a SaaS environment.
- Experience in the Supply Chain industry is preferred.
- Exceptional multitasking and prioritization skills.
- Proven ability to work cross-functionally in a rapidly evolving company.
- Strong focus on efficiency, problem-solving, and timely, quality-driven work.

About Our Team:
Our innovative Customer Success Managers play a crucial role within our Operations team. Their creative problem-solving abilities have turned many clients into enthusiastic advocates for Customer Labs.

From organizing collaborative events to engaging directly with leadership, our Customer Success Managers are the backbone of our clients' satisfaction and loyalty.

Customer Labs stands as a leading predictive supply chain visibility platform, offering real-time insights and predictive analytics for a vast network of global enterprises and logistics providers.

Utilizing a proprietary algorithm to forecast shipment arrival times, Customer Labs empowers clients to reduce operational costs, enhance on-time performance, and strengthen relationships with end customers.

With a network of millions of GPS/ELD devices, Customer Labs encompasses all transportation modes, including truckload, LTL, ocean, rail, intermodal, last mile, and parcel.

The platform is optimized for mobile use and features industry-leading end-to-end security.



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