Customer Success Manager, parcelLab
USA
More information about location
Operations experience management
Job no longer available
Operations experience management
101-200 employees
Job no longer available
More information about location
101-200 employees
Company mission
parcelLab's mission is to give people new reasons to fall in love with brands by unlocking a whole new part of the customer journey, to bring people and brands closer together.
Role
Who you are
- We are looking for candidates experienced in owning customer relationships, driving customer product adoption, satisfaction, retention, and growth
- 3+ years of dedicated experience as a Customer Success Manager or Account Manager (owning, retaining, and growing a book of business)
- Experience or exposure across a SaaS company and a technical level of product understanding
- Highly effective communication and presentation skills, both written and verbal, and excellent listening skills
- A detail-orientated approach, allowing you to quickly ascertain key priorities
- Proven troubleshooting & problem-solving skills, and a keen interest in Customer Excellence and Success
- A strong teamwork ethic with the confidence to work autonomously
What the job involves
- You will be joining our Customer Success Team as a Customer Success Manager
- For success in this role you will be seen by your customers as their strategic advisor. You will be the customer champion, owning the customer relationship, and driving the account strategy to maximize Gross Retention, Net Retention, and ARR Growth within your book of business
- Onboarding – working with our Implementation team, you’ll guide our customers through the parcelLab platform ensuring they have the ability to utilize the platform to its full potential whilst advising on best practices
- Renewals - you’re planning the renewal journey with customers months ahead, and you’re able to demonstrate parcelLab’s value and what that looks like over multiple years driving Gross Retention Rate within your book of business
- Voice of the Customer you bring back the good, the bad, the ugly, warts and all, and work closely alongside the rest of the business to ensure the customer's voice is being heard
- Upselling / Cross-selling - you’re constantly identifying areas of improvement and value for our customers creating sales qualified opportunities to drive for additional Net Retention within your book
- Success Plans - Creation and maintenance of Success Plans and business reviews for your portfolio of accounts
- Navigate Risk - sometimes the risk is inevitable, but the ability to be proactive, identify, and mitigate the risk is a must
- Process Improvements - Continuously improving and contributing to the way we work as a company
- Onboarding and Adoption
- Own the handover of the customer from Sales <> Implementation
- Manage communications and touch-points during the kick-off and introduction to Implementation Manager
- Address escalating client issues with speed and urgency, orchestrating resources across the company as appropriate
- Driving product adoption and usage patterns
- Anticipates challenges and issues by ensuring that the implementation was properly conducted and provides feedback to Implementation Manager and Customer
- Drive Value
- Owns a book of business and develops new relationships to increase customer coverage
- Work with the product team to manage product requests with strategic clients
- Run regular account reviews with clients to ensure the relationship remains healthy and share structured updates on product and service developments
- Educate the client about our product roadmap and undertake product training for users
- Proactively aligns with internal and customer teams on business priorities. Collects external information on customer business needs and strategy. Develops a deep understanding of customer and use case and documents for commercial and product development purposes
- Drives self-sufficiency within the customer operations and introduces relevant teams and escalation flows within the parcelLab organization
- Drive Loyalty and Customer Growth
- Using a data-driven approach, performs assessments and analyses of customers' adoption activities and identify potential cross-sell opportunities
- Logs opportunities in the pipeline for Sales fulfillment
- Monitors Customer Health Indicators
- Identify accounts likely to churn based on usage data, customer engagement, queries, and information and develop strategies to retain and turn around these high-risk
- Engages with and influences business and technical decision-makers by providing feedback or insights to help customers define and realize their business goals. Acting as a trusted advisor
- Follows our customer success playbook
- Acts as Voice of Customer for internal teams and maintains their book of business informed about Product Roadmap
- Conducts regular meetings with the customer to increase value realization and to identify opportunities for usage or cross-sell
Our take
As e-commerce becomes increasingly competitive, customer retention and service are paramount. ParcelLab is helping retailers in this endeavour by transforming the post-sales experience into a brand advantage.
ParcelLab’s intense focus on its customers’ customer retention is what differentiates it from other outfits in the post-sale space. It sees every step in the delivery process, straight through to last-mile details, as an opportunity for the retailers it services to re-engage consumers.
The company is now pursuing international expansion, especially in North America where the value of e-commerce is already massive and growing. Regular product launches maintain a consistent rhythm of new and useful offerings for customers.
While there are other players in the ‘Operations Experience Management’ space, notably Narvar, the startup’s biggest competitor is still probably the status quo. ParcelLab must continue to prove to potential customers that post-sales is where future customer dollars can be both won and lost.
Kirsty
Company Specialist at Welcome to the Jungle
Insights
-9% employee growth in 12 months
Company
Funding (last 2 of 4 rounds)
May 2021
$106.7m
SERIES C
Oct 2019
$2.4m
SERIES B
Total funding: $110.2m
Company benefits
- Comprehensive 30-60-90 day onboarding plan
- Regular company retreats
- Modern office in Hammersmith
- Team events
- Feedback sessions
- Flexible working
- Offices in Munich & Paris
- Permanent employment
- Hardware: Choose between Mac and Windows
- Work accessorises
- Annual budget for personal development
- Fully remote company
Company HQ
Hammersmith, London, UK
Leadership
Tobias Buxhoidt
(CEO)Previously SCM & Logistics Consultant for Barkawi Management Consultants. Before that, worked as a Warehouse Manager at IAVF. Graduated with an MEng in IT from University of Newcastle.
Julian Kenge
(CTO)In addition to an MBA at the RWTH Aachen, they also studied computer science. Was responsible for websites and technologies at Nobel & Hennig as well as the design of interfaces and media. Worked at several tech startups in Germany.
Anton Eder
(CoS)Seven years of experience in online marketing and sales processes. A business economist and studied at the University of Munich and at the Royal Institute of Technology in Stockholm.
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