Customer Success Manager, Loop
3 days a week in office
Logistics payments platform
Open for applications
Logistics payments platform
21-100 employees
Open for applications
3 days a week in office
21-100 employees
Company mission
To simplify logistics payments.
Role
Who you are
- 2+ years of work experience in operations, customer service, account management or sales in the logistics/transportation industry
- Demonstrated experience in building rapport over the telephone and overcoming objections in a customer service environment required
- Passion for technology and data
- Obsessive attention to detail
- Proven problem solving results
- Excellent written & spoken communication skills
What the job involves
- You will handle client onboarding, training, provide client support via email, phone and in person meetings, and be responsible for renewals
- You will play a key role in identifying business opportunities and ways to improve our products and enhance customer experience and stickiness
- To do this, you will collaborate with teammates in all facets of the business – most notably Sales, Product and Data Science
- Ensure customers are receiving value from the service through product adoption and overall customer satisfaction
- Customer onboarding (2-3 month process) including gathering of required documents, 3rd party credentials, and customer requirements and validation testing
- Attending customer mid-point check-ins and final reviews with the goal of converting pilots into contracts
- Support customers through managing disputes, claims, and other exceptions related to billing and payment transactions
- Bring the voice of the customer to the product development team
- Understand how customers are using the product and find ways for them to use it more effectively and increase ROI
- Drive regularly scheduled check-ins, QBRs with customers while monitoring client satisfaction
- Identify new business opportunities and develop account plans for ensuring customer retention and expansion
- Maintain a trusted advisor relationship with each assigned client
- Proactively identify changes we can make to our application to make our customers' lives easier
- Work with Engineering, Product, Marketing and Sales teams to effectively communicate product functionality and messaging to customers and prospects
Our take
In the complex landscape of global supply chains, outdated financial infrastructure and manual processes have created a significant challenge for businesses in the logistics sector. Legacy systems often rely on labor-intensive methods for recording crucial shipping documents, leading to poor auditing practices and a lack of a single, reliable "source of truth" for payment transactions.
Loop, an audit and payment platform, is actively addressing these challenges with its AI-driven approach to transportation financial data. The company's platform consolidates and analyzes information, providing real-time insights into costs, improving accuracy, and unlocking savings for its users.
In a 2023 milestone, Loop raised $35 million in a Series B funding round. This investment attests to the growing recognition of its value proposition, and its potential to transform the way money moves through the supply chain. With an expanding customer base (that in 2024 grew to include Saudi Arabia through a partnership with Mastercard) and over $3 billion in booked total payment volume to date, Loop is poised for further growth and innovation.
Steph
Company Specialist at Welcome to the Jungle
Company
Funding (last 2 of 3 rounds)
Oct 2023
$35m
SERIES B
Jan 2022
$24m
SERIES A
Total funding: $65m
Company benefits
- Premium Medical, Dental, and Vision Insurance plans, premiums covered 100% for you
- 401k plan
- Unlimited PTO
- Generous professional development budget to feed your curiosity
- Physical and Mental fitness subsidies for yoga, meditation, gym, or ski membership
Company HQ
SoMa, San Francisco, CA
Articles
Leadership
Matt McKinney
(Co-Founder & CEO)Previously worked as a Data Scientist at Uber and MakerSights and as an Analyst at Platform Science and Datalot. Also founded 171 Design Group.
Shaosu Liu
(Co-Founder & CTO)Previously a Software Engineer at Turn, Uber, and Uber Freight.
Chase Ellsworth
(Co-Founder)Previously a Software Engineer at Earnest. Prior to that they served as a Private Equity Associate at Sorenson Capital and as an Associate Consultant at Bain & Company.
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