Added 8 March, 2020

Customer Success Manager (Closed)

About CargoSnap

As a solid scale-up with a proven product-market fit we are ready for the next level. Every day we work on one of the most challenging missions: Getting the supply chain more sustainable by reducing damages and claims. Our platform & app provide added value to your supply chain with end-to-end visibility. As a global Software as a Service (SaaS) provider CargoSnap is spreading all over the world in logistics.

Customer Success Manager Job Description

We are looking for a technically savvy Customer Success Manager who possesses a strong drive for results. In our case this means driving adoption and outcomes leading to renewals, expansion, and advocacy.

Duties for the Customer Success Manager will include a broad range of tasks such as maintaining ongoing customer relationships and networking, implementing success programs, contributing to sales, onboarding and training clients, and minimising churn.

You should also be able to provide insights on client-to-business interactions, improve customer experience through product support, and handle customer complaints and requests.

Successful candidates must be social, analytical, possess an aptitude for learning and using new software, and be able to communicate clearly and effectively. The ideal Customer Success Manager should engage with customers, maximize value, and create strategies to grow our customer base.

What are your main responsibilities:

  • Develop and manage client portfolios in lieu with the sales function which is responsible for delivering prospects and closing deals.

  • Minimise customer churn.

  • Earn referrals. Grow the business.

  • Partner with our clients to deliver predictable outcomes and experiences

  • Partner with our clients throughout the customer lifecycle

Getting there involves:

  • Analyze customer data to improve customer experience.

  • Hold product demonstrations for customers.

  • Improve onboarding processes.

  • Evaluate and improve tutorials and other communication infrastructure.

  • Understand customer outcomes by communicating with customers, analyse customer health metrics, run NPS and gather other feedback.

  • Serve as the primary contact for the onboarding of new customers, the training of platform end users, as well as post go-live support

  • Gauge customers’ levels of engagement with the company and provide feedback to the other teams regarding product and service improvements

  • Provide insights to customers to ensure that they get the most out of the platform with the aim of helping grow our customer base

A typical CargoSnap working day

At CargoSnap we have a hard working, but also having a fun approach way of working. We want to get maximum quality out of life, also for our employees. With this company culture a typical workday could look like:

  • We don’t have a 9-17 way of working. Our customers are globally located. Our business developer is an early starter at 07:00 working from home, our founder brought his kids to school and arrives in the office at 08:30, at 10:00 our growth team has a weekly online update meeting. Just make sure you’re in. Even better: Be in the office to join.

  • Lunches are important. Don’t bring your Dutch “bammetje” We’ve got you covered with some healthy quality food.

  • A quick appointment with a friend to have a coffee in town or need to go home earlier as expected? As we are a task oriented company, we track tasks not time.

What you could bring along:

  • Communications or Marketing Degree.

  • Highly organized and able to multi-task.

  • Self-driven and proactive nature.

  • Excellent communication and interpersonal skills.

  • Demonstrate leadership qualities.

  • High computer literacy and ability to learn new software.

  • Knowledge of customer success processes.

  • Experience in document creation.

  • Patient and active listener.

  • Passion for service.

More info

For more information on this opportunity, please get in touch with Jasper or Marcel.

Keywords: [Customer succes manager, SaaS, Marketing, Utrecht]