Customer Success Manager

About Expedock

We at Expedock are reinventing the multi-trillion-dollar industry of global shipping and supply chain by harnessing the power of artificial intelligence and data processing. We collaborate with leading logistics businesses worldwide, helping them streamline their intricate logistics processes and enhance transparency.

Who we need

We are looking for a dynamic Customer Success Manager capable of driving account management, fostering customer success, and optimizing operational efficiency. This role is instrumental in cultivating client relationships, consistently achieving key performance indicators (KPIs), enhancing the annual contract value (ACV) of clients, implementing product enhancements, and overseeing operational functions.

Job Description

The Customer Success Manager will be in charge of:

• Account Management
  • Cultivate and sustain strong relationships with all clients.
  • Establish an infrastructure to facilitate efficient account management.
  • Supervise billing processes in collaboration with our Finance team.
  • Identify crucial data points desired by clients.
  • Showcase the cost savings or efficiency improvements attained through Expedock.
• Ensure Customer Success
  • Conduct Quarterly Business Reviews with clients to uphold KPI achievement.
  • Analyze job data to pinpoint areas for enhancement.
  • Identify essential product data for enhanced tracking and visibility.
• Contract Renewals and Increasing ACV
  • Identify opportunities for upselling and collaborate with Account Executives to boost ACV.
  • Lead discussions on contract renewals, ensuring client retention.
• Implement Product Optimization
  • Liaise with the product team to relay optimization suggestions and feedback from the operations team.

Qualifications

• A dynamic and proactive self-starter who possesses a strategic mindset and passion for operational excellence.
• A minimum of 1-2 years of experience in account management with a track record of building strong customer relationships and driving customer success.
• Proven background in operations, demonstrating skills in process improvement and system optimization.
• Exceptionally quick learner, adept at understanding and solving complex operational problems efficiently and effectively.

Why Expedock?

• Enjoy a competitive compensation package aligned with your skills and experience.
• Become part of a vibrant and dedicated team that thrives in the stimulating and fast-paced culture that San Francisco-based start-ups are renowned for.
• Work remotely and flexibly, benefiting from the work-life balance that our global team values, while still being connected to the heart of the tech industry.
• Learn from and be mentored by the best startup talents from around the world, as well as gain exposure to diverse perspectives and cutting-edge practices in the tech sector.