Manager/ Senior Manager - Customer Success

Role & responsibilities :

• Relationship Building: Develop and maintain strong, long-lasting relationships with key accounts, understanding their needs and ensuring their success with our products.
• Business Development: Identify and pursue new business opportunities and ad hoc projects to drive revenue growth and achieve established sales targets for the account.
• Team Management: Lead and mentor a team of Account Managers, developers, testers, and SMEs (with a dotted line reporting structure), ensuring alignment with company goals and the delivery of exceptional client service.
• Client Onboarding: Oversee the client onboarding process to ensure a seamless transition and successful implementation of our new value-added services.
• Customer Retention: Develop strategies to enhance customer retention and loyalty, addressing any issues promptly and effectively.
• Performance Monitoring: Track and report on key performance metrics, providing insights and recommendations for continuous improvement.
• Client Site Engagement: Be present onsite at the client location daily, strengthening relationships with key individuals and addressing any concerns or opportunities in real-time.
• Industry Expertise: Leverage your knowledge of the Cargo Logistics industry, particularly in Air Cargo, Ground Handling, or Freight Forwarding, to provide valuable insights and solutions to clients.

Preferred candidate profile

• Experience: A minimum of 8-12 years in customer success, business development, account management, or a related discipline. Preferred experience in the Air Cargo industry, with additional expertise in the SaaS technology sector or with a relevant vendor.
• Industry Knowledge: Deep understanding of the Cargo Logistics industry, with specific experience in Air Cargo, Ground Handlers, or Freight Forwarding agencies.
• Relationship Management: Proven track record of building and maintaining strong client relationships.
• Business Acumen: Strong business development skills, with the ability to identify and capitalize on new opportunities.
• Leadership: Experience managing and mentoring a team.
• Communication: Excellent verbal and written communication skills.
• Problem-Solving: Strong analytical and problem-solving abilities.
• Education: Bachelors degree in business administration, Logistics, or a related field. A Master's degree is a plus.
• Certifications: Relevant certifications in customer success or account management are advantageous

KPI Deliverables:

• Churn Management & Customer Retention
• CSAT Score (Client Satisfaction Score)
• Customer Lifetime Value
• Monthly Recurring Rate
• Customer Success Qualified Leads

These KPIs align with the core responsibilities and objectives of the Customer Success Manager role focusing on client satisfaction, revenue growth, team performance, and proactive client engagement.

Preferred Qualifications:

• Experience working with large-sized organizations.
• Proven track record of achieving business growth and client satisfaction.
• Ability to work in a fast-paced and dynamic environment.
• Strong leadership skills and the ability to mentor junior team members.

Why Join Us:

• Empowerment and Growth: We provide opportunities for continuous learning and development to help you perform at your best.
• Inclusive Culture: We celebrate diversity and create an inclusive environment where everyone feels valued and respected.
• Innovation: Be part of a team that is driving innovation in the logistics industry with cutting-edge technology solutions.

Global Impact: Work on projects that have a significant impact on global trade and logistics, contributing to the efficiency and sustainability of the industry.