About the Role:
As a Customer Success Manager, you will wear multiple hats to manage key enterprise/named customers. The growth of your clients will solely be your responsibility. You will be responsible for working very closely with the customer teams. Your responsibilities will include driving the Freight Tiger platform's adoption and renewals, expanding the account, upselling/cross-selling, and advocacy across your portfolio. You will be the liaison between the customer and the Freight Tiger ecosystem, streamlining partnerships with product management, engineering, and professional services.
This role is varied and fast-paced – constantly adapting to the logistics industry's landscape and business needs.
Key responsibilities:
- Champion the Freight Tiger platform across your customer base to grow the account and help achieve its full potential.
- Build and establish exceptional relations with top manufacturing multi-billion dollar brands.
- Help streamline and improve logistics needs across various industry verticals.
- Brainstorm with product & tech teams to continuously improve product offerings.
- As Freight Tiger expands its product portfolio, you shall be responsible for cross-selling and upselling enhanced products/features to clients.
- Repeatedly strive to deliver value to the client. Maintain a regular cadence of analytical reviews with the client to identify metrics critical for clients.
- Ensure expectations are being met and the client sees ROI on their investment.
- Analyze all customer health metrics (NPS, logons, etc.) to use data to identify any potential at-risk customers.
- Ensure optimal financial health of the account.
Preferred qualifications:
- MBA/Equivalent Degree along with 8+ years of experience.
- Relevant experience in customer service management/customer success would be preferred but not mandatory.
- Mandatory experience in logistics or transportation companies
- Experience navigating and steering customer engagements to completion with a high level of customer happiness.
- Strong analytical skills, with the ability to translate data into insights.
- Results-driven mentality, with a bias for speed and action.
- Exceptional communication, presentation, and interpersonal skills.
- Ability to manage and mentor a team of young professionals.
- Ability to thrive in a multi-tasking environment and adjust priorities on-the-fly while still focusing on details and being analytical.
