Customer Success Manager

A CSM will be responsible for providing the best customer experience by building a consultative relationship with customers in order to grow and retain these accounts. Our CSMs will have a strong partnership with the Sales team, as you help customers meet their business objectives while identifying new opportunities to expand the company footprint. From training your customers on the technology platform, to creating actionable goals for ways that they can optimize their supply chain, you are responsible for driving customers to being delighted in their utilization and adoption of our product.

Responsibilities

• Own overall relationship with assigned customers, which include: increasing adoption, driving usage, ensuring retention and satisfaction
• Establish a trusted/strategic advisor relationship with each assigned customer and drive continued value of our products and services
• Develop, prepare, and nurture customers for advocacy
• Work with customers to establish critical goals, or other key performance indicators and aid the customer in achieving their goals
• Facilitate a quarterly Executive Business Review to review goals, progress and opportunities
• Understand white-space and work to identify and/or develop upsell opportunities
• Advocate customer needs/issues cross-departmentally
• Manage account escalations
• Advocate internally for customer needs and connect on priorities 

Qualifications

• Fluent in English (natives a plus), Portuguese and Spanish
• At least 3 years of experience working with enterprise customers in a Customer Success or Account Management type role at a SaaS company
• Supply Chain industry experience preferred
• Excellent ability to multitask and prioritize workload
• Demonstrated ability/flexibility to work cross-functionally in a fast-growing company where fast-paced change is the norm
• Demonstrates a strong drive for efficiency, resolving problems and getting the work done in a timely, quality-focused manner
• Used to building relationships
• Client Friendly
• Problem-solving
• Detail-Oriented
• Calm under Pressure
• Team Oriented
• Logistics or technology background on a customer service/onboarding capacity is ideal or any other position that dealt directly with customer support, especially with technology companies.