Enterprise Implementation & Success Manager

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Requirements:

• 5+ years of experience in consulting, customer success, product management, or related roles in a SaaS or logistics environment.
• Bachelor’s degree in Engineering, Business, Logistics, Supply Chain Management, or a related field; MBA or advanced degree is a plus.
• Proficiency with CRM (e.g. Salesforce), analytics (e.g.Tableau/Mode), and diagnostic tools (e.g. Datadog)

Responsibilities:

• Build and maintain strong, long-lasting relationships with enterprise customers.
• Serve as the primary point of contact for assigned accounts, ensuring their satisfaction and success.
• Conduct regular business reviews to assess customer needs, objectives, and challenges.
• Develop and implement tailored success plans to drive adoption and utilization of our platform.
• Lead the scoping process to understand customer requirements and tailor solutions accordingly.
• Oversee the implementation of our platform, ensuring seamless integration with customer systems and processes.
• Coordinate with internal and external stakeholders to ensure timely and successful deployment.
• Provide hands-on support during the implementation phase to address any technical or logistical challenges.
• Leverage your deep understanding of logistics operations to provide insights and solutions that meet customer needs.
• Act as a trusted advisor, translating technical features and capabilities into business value for customers.
• Collaborate with cross-functional teams (Product, Engineering, Sales, Support) to address customer issues and ensure timely resolution.
• Stay updated on industry trends, best practices, and emerging technologies in logistics and SaaS.
• Develop and deliver onboarding programs to ensure customers are fully leveraging our platform as quickly and efficiently as possible
• Identify opportunities for upselling and cross-selling to maximize customer value and revenue growth.
• Monitor customer usage and engagement metrics, proactively addressing any signs of churn risk.
• Advocate for customer needs and feedback within the company to drive product improvements and innovation.
• Track and report on key customer success metrics, including adoption rates, satisfaction scores, and retention rates.
• Prepare and present regular reports to internal stakeholders on account status, opportunities, and challenges.
• Continuously improve customer success processes and strategies to enhance overall performance and efficiency.