Small Parcel Customer Success Manager

Our client's mission is to simplify logistics payments. This company is building modern economic infrastructure to enable frictionless payments for one of the world's largest industries – logistics. Shippers, carriers and 3pls that onboard to this company eliminate painful billing and payment errors – resulting in spending 4% less and an 80% increase in back office productivity. Our client's new logistics payment platform won’t just change how people pay. It’s going to fundamentally move logistics forward. Our client has a product-obsessed team that enjoys building core infrastructure that impacts everyone. Investors include Founders Fund, 8VC, Susa Ventures, Flexport, and 50 industry leading angel investors. The team is made up of talented individuals from technology companies like Uber, Google, Flexport, Meta, Intuit and Rakuten – as well as traditional logistics companies like CH Robinson.

Small Parcel Customer Success Manager

Each and every day the Customer Success team works to ensure that clients are maximizing the value they are receiving from the Company. You will handle client onboarding, training, provide client support via email, phone and in person meetings, and be responsible for renewals. You will play a key role in identifying business opportunities and ways to improve products and enhance customer experience and stickiness. To do this, you will collaborate with teammates in all facets of the business – most notably Sales, Product and Data Science.

Job Type:

Full-time/ Hybrid

Responsibilities

1. Ensure customers are receiving value from the service through product adoption and overall customer satisfaction.
2. Customer onboarding (2-3 month process) including gathering of required documents, 3rd party credentials, and customer requirements and validation testing.
3. Attending customer mid-point check-ins and final reviews with the goal of converting pilots into contracts.
4. Support customers through managing disputes, claims, and other exceptions related to billing and payment transactions.
5. Bring the voice of the customer to the product development team.
6. Understand how customers are using the product and find ways for them to use it more effectively and increase ROI.
7. Drive regularly scheduled check-ins, QBRs with customers while monitoring client satisfaction.
8. Identify new business opportunities and develop account plans for ensuring customer retention and expansion.
9. Maintain a trusted advisor relationship with each assigned client.
10. Proactively identify changes we can make to our application to make our customers' lives easier.
11. Work with Engineering, Product, Marketing and Sales teams to effectively communicate product functionality and messaging to customers and prospects.

Experience

1. 2+ years of work experience in operations, customer service, account management or sales in the logistics/transportation industry.
2. Demonstrated experience in building rapport over the telephone and overcoming objections in a customer service environment required.
3. Passion for technology and data.
4. Obsessive attention to detail.
5. Proven problem solving results.
6. Excellent written & spoken communication skills.

This position offers a competitive base salary.