Customer Success Manager
Connected Freight, Philippines
Job Description
Connected Freight is a member of the Shell New Energies Portfolio of Companies. This diverse group of "E-Mobility" companies have a similar north star to clean our cities of excess cars, traffic and emissions! We play our part by reducing the amount of trucks on the road through our supply chain solutions.
The Customer Success Manager (CSM) is a customer advocate and post-sales support for our customers. CSM is responsible for the successful product adoption and ongoing customer success by ensuring maximum business benefits are realized through the product.
Responsibilities of this Role:- Implement an effective customer success program and strategy that meets our organizational needs
- Coach the customer success team and drive customer success KPIs
- Own overall relationship with assigned customers, which includes managing on-boarding, implementation, training, increasing adoption, ensuring retention, and achieving high levels of customer satisfaction
- Establish a trusted and strategic advisor relationship with customers to help drive the continued value of our products and services while identifying areas of opportunity, highlighting best practices, and documenting them
- Proactively deliver value to customers by monitoring their business metrics and ensuring they overcome issues and achieve their desired goals using our products and services
- Draft, edit, and publish high-quality documents including online help, knowledge-base, FAQs, and training materials
- Collaborate with various teams to roll out the right solutions for our customers in an efficient and scalable way for the company
- Respond to customer support requests and resolving rudimentary issues with your product expertise as much as possible before escalation
Requirements
Required Skills and Qualifications- Min. 5 years in B2B customer success management or business analyst or account servicing related experience
- Customer Success experience gained with technology/ SaaS companies is highly preferred
- Min. 2 years of experience in a leadership position
- Curious, positive, can-do and transparent attitude is a very critical trait we look for in our company
- Excellent written and verbal communication skills past experience in an environment that required heavy client contact, presentation, documentation, and follow up
- Be a critical thinker able to distill complicated topics into clear and concise communications experience managing complex customer issues from inception through resolution
- Ability to develop and maintain professional working relationships with co-workers and customers
- Strong desire to take ownership of projects and drive them to completion, drive to identify unique and improved ways to meet the project needs
- Experience using customer service and on-call management tools (Zendesk, OpsGenie)
- Experience using product analytics tools (Google Analytics, Hotjar)
- Experience using business intelligence tools (Tableau, Power BI, AWS QuickSight) with proficiency in SQL
- Experience in using Jira, Confluence or other project management tools
- Experience working with the Amazon Web Services (AWS) platform
- Experience implementing SaaS software applications
- Experience with creating documentation for software products
Benefits
Benefits
We're a unique startup that has both the ability to work directly with senior leadership but also the structure that comes from being incubated by a Fortune 50 company. Your opinion will always be valued and you will have all the resources needed to do your best work ever. You will have the chance to solve some extremely complex problems with cutting edge architecture.
Connected Freight is constantly evolving with opportunities to learn and contribute in other areas than your respective area of expertise. We'd love to hear from you.