Senior Customer Success Manager (Supply chain experience)

About the role

You will act as the primary owner of a base of tech-touch customers and create a customer lifecycle journey for customers in this group. You will be amongst the first product specialists in this relatively new role, and therefore be able to help develop and craft the strategy. You will be responsible for the research, planning, coordination, and execution of launching tech-touch customer success service programs to drive on-boarding, engagement, renewal, and expansion. Drawing on usage data and other information, you will craft a segmented approach to engaging and providing self-guided solutions to tech-touch customers. Once established, you'll continue to optimize consumption, adoption and monitor measures to understand how we're doing and how we can learn and improve. You will help our tech-touch customers feel valued and supported through targeted emails, health scores, usage triggers etc - creating a tailored yet scalable approach to customer success of this segment of customers. You'll have the opportunity to collaborate cross functionally (Product, Carrier-facing teams etc.) and support your teammates on projects and through knowledge sharing. You'll contribute to the product input feedback process to ensure constant and valuable customer input is available to the team and advocate and prioritize as required. Shift Timings: 4pm IST to 1am IST (You will be managing North American customers ) About You

Requirements

• 5+ years relevant work experience in a Customer Success Tech Touch, Product Specialist, or Project Management role
• Experience working in SaaS companies
• Experience working with Logistics Service Providers (LSP)
• Other Qualifications
• Motivated to learn and grow knowledge around all aspects of a successful product, project and transformational change in organizations
• Good interpersonal skills; internal and external, written and verbal communication are important in this role
• Ability to present and interact with business teams with ease and integrity
• Analytical and process-oriented
• A desire to incorporate feedback and personally grow as a team member
• Experience with Jira and salesforce is highly preferred
• Technologies We Use
• Jira
• Confluence
• Zendesk
• TextExpander
• Salesforce
• Work from office expectations: This role requires you to operate from office all 5 days in a week.
• Diversity & Inclusion:
• project44 is an equal opportunity employer seeking to enrich our work environment by creating opportunities for individuals of all backgrounds and experiences to thrive. If you share our values and our passion for helping the way the world moves, we'd love to review your application!

Benefits

Additional Information

Why project44? At project44, we revolutionize supply chains with our High-Velocity Supply Chain Platform. As the connective tissue of the supply chain, project44 optimizes global product movement, delivering unparalleled resiliency, sustainability, and value for our customers. We operate the world's most trusted end-to-end visibility platform, tracking over 1 billion shipments annually for 1,300 leading brands across various industries, including manufacturing, automotive, retail, life sciences, food & beverage, and oil, chemical & gas. Our High-Velocity platform eliminates supply chain friction, enabling sophisticated inventory control, exceptional customer experience, and predictive analytics through machine learning and automation. project44 is looking for a digital-savvy Senior Customer Success Manager

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