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    Customer Success Manager - San Francisco, United States - Terminal 49

    Terminal 49
    Terminal 49 San Francisco, United States

    3 weeks ago

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    Description


    Terminal 49 is seeking a rockstar Customer Success Manager to oversee operations and and foster successful and effective client relationships.

    Customer Experience team is core to our business and has the ability to wow our customers.

    Even when using software automation to take the pain out of many manual tasks, transporting a container from the port to the warehouse is still a complex process with constantly changing requirements, unexpected events, and a multitude of factors to consider.

    The right person for this role will be extremely fastidious and organized, and a natural project manager.


    As a manager, you'll be in charge of handling our key accounts and running the internal operations of our service.

    You'll be interfacing with all size of customers, ensuring that the transportation of cargo is on time and up to our customers' expectations.

    Requirements

    What you will do

    Lifecycle account management (both proactive & reactive) to ensure customer satisfaction
    Collecting & analyzing data to draw insights & make decisions
    Building new processes from scratch or reimagining existing processes to create effective systems
    Provide valuable feedback and expertise to product to prioritize features that will improve customer experience
    Customer advocacy, seeking testimonials & referrals
    Creating customer-facing content like case studies and help center articles
    Use and other software tools to manage all of operations and customer support
    Expanding accounts (upselling and cross-selling)
    Driving retention & renewals, negotiating contracts
    Become a subject-matter expert on logistics and supply chain operations

    Essential Experience

    4+ years of Customer Success experience
    You have deep experience owning each core responsibility listed above
    You've independently managed B2B accounts
    You've implemented and refined best practices that scaled amid exponential growth cycles
    You have proven ability to take objectives, break them down into actionable plans, and manage your own timelines and progress
    You've actively assisted new teammates in getting up to speed
    Your past accounts and colleagues share glowing endorsements

    Essential Mindset & Collaboration

    Alignment with our core values:
    Terminal49 Values
    Intrinsic motivation to be at the forefront of Customer Success
    Desire to learn the ins and outs of global container logistics
    You love interacting with users and helping them improve their business outcomes
    You create alignment and collaborate with everyone on the team—whether they are in CS, Ops, Sales, Engineering, etc. You believe inspiration can come from anywhere
    You have a "can do" attitude and are comfortable making decisions to unblock yourself or others
    Strong written and verbal English skills to communicate with our international team


    Bonus Attributes:
    You've worked with early or growth stage startups
    You've independently led a foundational CS initiative for a SaaS product
    Previous experience in supply chain, trade, logistics, trucking, and/or transportation
    BA / BS in supply chain, business administration, marketing, or other relevant programs strongly preferred

    Benefits

    Work from anywhere; we run a distributed team
    401K retirement plan
    Top-tier health care plans
    Flexible vacation policy

    #J-18808-Ljbffr
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