Customer Experience & Success Manager, Pandion
+ Equity options to purchase stock in the company
Transportation provider
Job no longer available
Transportation provider
21-100 employees
Job no longer available
+ Equity options to purchase stock in the company
21-100 employees
Company mission
To provide low-cost, high-performance delivery that’s purpose-built for e-commerce.
Role
Who you are
- 5+ years of account management or account executive experience
- Consistent track record of retaining and growing enterprise customers
- Exceptional Excel/Data management skills
- Strong operations or detailed account management experience (comfortable diving into the details)
- Demonstrated ability to build trust with both internal and external stakeholders
- Self directed and proactive approach to work - adept at working in highly dynamic environments
- Creative thinker able to develop new internal processes and push our customers to think differently
- 1+ years E-commerce or other logistics industry experience a plus
- Technology industry and startup experience a plus
- This is a hybrid role within the US. Must be based near one of our Pandion Sort Centers or our corporate headquarters in Bellevue, WA, Chicago, IL, Philadelphia, PA, Dallas, Tx, Los Angeles, CA or Atlanta, GA
What the job involves
- Pandion Customer Experience & Success Managers are responsible for ensuring Customer Satisfaction by delivering an optimal level of service through strategic insights and relentlessly high operational standards
- In this role, you will own building and executing strategic joint business plans with your customers; collaborating with them to explore innovative ways to optimize by constantly identifying and prioritizing the right inputs and outputs to deliver value and growth
- Manage multiple workflows in a fast-paced work environment and actively participate in continuous improvement initiatives to multiply impact beyond your portfolio
- Demonstrate ownership and have the keen ability to navigate ambiguity and complexity. You are agile, inventive, and above all an advocate for the Customer
- Be a trusted, proactive advisor to your customers using a strategic approach, while creating tailored solutions and recommendations, where out of the box thinking is necessary
- Analyze themes, anecdotes, and data to advocate as the Voice of the Customer across the Pandion organization to address opportunities at root cause level
- Coordinate cross-functionally to resolve Customer issues and questions quickly with high quality, following up, escalating, and clearing blockers as appropriate across the organization
- Engage resources required to support customer implementation and onboarding
- Execute customer business reviews weekly, monthly, and quarterly as needed
- Implement and track metrics to record the success and quality of your portfolio of Customers. Use these metrics to guide your work and uncover hidden areas of opportunity
- Own project status communication. Consistently impart clear and concise summaries of the projects you own to your leadership/management team and are effective at answering questions in detail
Our take
After many years in Amazon’s logistic operations, Scott Ruffin applied his expert knowledge to found Pandion, a Seattle-based start-up helping smaller companies navigate the world of sorting, packing and shipping; tailor-made for e-commerce.
Ruffin doesn’t believe the incumbent shippers were built for e-commerce. Amazon, UPS and FedEx assign inflexible and rigid routes that determine where packages go from the warehouse. Conversely, Pandion has developed software that detects any unexpected issues in its shipping network and re-routes accordingly to ensure that every package, regardless of any hiccup, will be delivered on time.
After an exit from stealth and subsequent demand from companies in the Fortune 100 to smaller shipping brands, along with online shopping activity continuing to rise, there is pressure on Pandion to expand. Recent funding will see its first sortation facility, a move that will enable the offering of its intelligent delivery services to millions more people.
Freddie
Company Specialist at Welcome to the Jungle
Insights
Company
Funding (last 2 of 3 rounds)
Mar 2024
$41.5m
SERIES B
Oct 2021
$30m
SERIES A
Total funding: $76.4m
Company benefits
- Medical Insurance, Dental, and Vision insurance.
- 401(k) contribution match.
- Equity options to purchase stock in the company.
Company HQ
West Bellevue, Bellevue, WA
Leadership
Scott Ruffin
(CEO)Previously founded and served as the Head of Amazon Air. Experience in Logistics for the US Marine Corps, Accenture and Saint-Gobain. Has served as Director of Supply Chain Management for Signet, Chief Strategy Officer for J.W. Logistics, and as Vice President and Head of eCommerce and Transportation for Walmart.
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