Customer Success Manager, Xeneta

• Understand the DNA of what makes a customer tick, and the entire lifecycle of the customer from 3+ years of experience working in logistics, supply chain or container shipping (ocean and/or air freight)
• Experience working with B2B SaaS product
• Excellent English skills, written and oral
• Good negotiation skills and not afraid to take risks
• Customer obsessed mind-set and strong appreciation for entire customer journey
• Ability to connect with other functions in the business, for example marketing, sales, product, etc. to create a seamless end to end customer experience
• Creative and resourceful problem-solving skills
• Ability to learn and quickly integrate new often technical information
• Ability to work in a diverse and flexible culture with a global outlook
• A strong ‘willing to go the extra mile’ and ‘get it done’ work ethic and attitude
• Self-starter & adaptable: thrives in a dynamic, fast-paced environment. Able to overcome ambiguity
• Superb interpersonal skills, including the ability to quickly build rapport with colleagues, both customers and strategic partners
• Excellent communication skills, able to communicate confidently, pleasantly and concisely in verbal, written and presentation formats
• Collaboration: the ability to work across a broad range of functions internally and externally to deliver value to our customers

Desirable

• As a Xeneta Customer Success Manager your objective is to manage a portfolio of assigned accounts and drive customer success and revenue in that territory to meet the company’s vision and ambitious global expansion objectives
• Lead the lifecycle management of assigned accounts and ensure timely renewals
• Continuously work with data and other internal tools, define and implement metrics to monitor your territory performance and take action accordingly to manage at risk accounts and develop advocates
• Review and report on usage, adoption and customer health metrics
• Conduct continuous business/account reviews to share positive outcomes and identify growth opportunities
• Drive retention and growth among our customers by understanding their business needs and helping them succeed
• Provide ongoing training and best practices to customers
• Work cross-functionally with marketing, sales, product management to ensure the best Xeneta experience is delivered to the customer
• Identify and implement customer success projects or programs that interest you