Senior Manager of Customer Success, NEXT Trucking
$148-160k
2-5 days a week in office ( Long Beach, CA)
Making freight trucking easier
Job no longer available
Making freight trucking easier
201-500 employees
Job no longer available
$148-160k
2-5 days a week in office ( Long Beach, CA)
201-500 employees
Company mission
To improve the way freight gets shipped and trucked.
Role
Who you are
- Bachelor’s Degree or equivalent in Business, Supply Chain, or related field
- 8+ years of customer success, operations, strategy, and/or sales work in a high growth startup or big tech environment
- 5+ years of direct people management experience
- Passion for people - history of coaching/mentoring/training and upleveling skills
- A growth mindset
- Understanding of Enterprise SaaS business models and customer lifecycle
- Proven customer management skills with large and complex accounts
- Top-notch organizational and analytical skills, and experience with related systems (e.g., Salesforce, Bigquery, Google Suite, Looker, etc)
- Ability to develop working relationships at all levels of management, both inside and outside the organization
- Transportation/logistics/supply chain experience preferred
What the job involves
- Lead and shape a strong performing customer success team and recruit, hire, train, mentor and develop new team members
- Voice of customer, must deliver customer excellence 24/7 and helps infiltrate a maniacal sense of customer focus in the team
- You will carry the net revenue retention goal for the entire team, playing a major part in the ultimate retention and expansion for our customer base
- You'll be expected to meet and exceed the team goal for net retention. You'll do this while tracking, analyzing and communicating key metrics and business trends as they relate to the Customer Success strategy
- This is a cross functional role, working closely with Sales, Product, Operations, Customer Support and other teams, acting as the liaison between the customer and our internal team members
- Create and implement a thorough customer success strategy & plan that is in line with the goals and vision of the business
- Establish and monitor KPIs to monitor measures for customer success, such as client happiness, retention, growth, and advocacy
- Implement scalable techniques and seek out chances for process optimization to improve the overall client experience
- Promote a positive and high-performing culture by leading, mentoring, and motivating a group of customer success managers
- Establish precise performance standards, offer ongoing coaching, and carry out regular performance reviews
- Work with cross-functional teams to connect customer success strategies to business objectives, such as sales, marketing, and product
- Develop and build strong bonds with key clients, acting as both an internal and external champion for them
- Engage with clients proactively to learn about their requirements, difficulties, and aspirations in order to create programs that are specifically designed to help them succeed
- Find opportunities for development and expansion, be obsessed client satisfaction and perform routine business reviews
- Develop account plans and strategies in conjunction with the sales team to increase income from current customers
- Collaborate closely with the product team to collect user insights and feedback and to promote product upgrades and new features
- Develop a powerful customer advocacy program by asking clients to serve as references, gathering praise, and conducting case studies
- Develop customer-focused content in partnership with marketing, and provide sales teams with tools for customer success
Our take
NEXT Trucking is a system aimed at logistics and freight companies to help them better manage their fleet of vehicles. It is a trucker-centric marketplace that connects shippers with small truckers, particularly in and around ports. NEXT Trucking predicts that there is around $60B to be saved on this element of freight movement alone.
Founded by Lidia Yan, an entrepreneur who experienced the issues within the trucking industry firsthand, NEXT Trucking is applying technology to a complex problem. They have already helped move over $50 billion in cargo and have attracted global brands such as Sharp, Hitachi, and Hisense. During the movement of goods, a series of actors need to perform a specific function for the whole chain to succeed. Shippers often don't know where their product is at any one time, and the longer the process takes, the more it costs the shipper.
With logistics powering 10% of the world's economy, there's never been a more critical time for better management. Over the last few years, challenges brought on by the pandemic have meant that stakeholders need better ways to manage the movement of goods and troubleshoot problem areas. NEXT Trucking's platform and mobile app hope to provide the solution.
Steph
Company Specialist at Welcome to the Jungle
Insights
-4% employee growth in 12 months
Company
Funding (last 2 of 5 rounds)
Jan 2019
$97m
SERIES C
Jan 2018
$21m
SERIES B
Total funding: $124.3m
Company benefits
- Comprehensive coverage for medical, dental and vision with 401k match
- Generous paid time-off policy to fit your lifestyle and schedule
- Laptop provided on your first day plus whatever tools you need to do your job
- Snacks and Swag sent directly to your location
Company HQ
El Segundo, CA
Leadership
Lidia Yan
(Co-founder)Having studied at the University of Southern California, Lidia worked as a PR Specialist at interTrend before founding 9luxe.com and serving as MD of LAmade. They left their role at Newegg.com to co-found NEXT Trucking in June 2015.
Elton Chung
(Co-founder)Elton started their career at JPMorgan Chase and Citi for a combined 6 years before working in Logistical positions at Megatrans, Veeco West, and IDC Logistics. They used this experience to co-found NEXT Trucking in 2015.
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