Customer Success Manager Job in Fourkites

About the role:

FourKites is looking for an ambitious and experienced Customer Success Manager to join our team! You will provide the best customer experience by building a consultative relationship with your book of business in order to grow and retain customers.

You will have a strong partnership with our Sales team, as you help your customers meet their business objectives while identifying new opportunities to expand the FourKites footprint. As the owner of the day-to-day management of your customers, you will become their go-to expert in all things FourKites. From training your customers on the FourKites platform, to creating actionable goals for ways that they can optimize their supply chain, you are responsible for creating customers who are delighted in their utilization and adoption of our product.

Your list of job responsibilities would include but not limited to :

• Establish a trusted/strategic advisor relationship with each assigned customer and drive continued value of our products and services
• Develop, prepare, and nurture customers for advocacy
• Work with customers to develop a success plan that outlines how FourKites adoption will address their critical needs by establishing key performance indicators
• Retain and grow the revenue for existing FourKites customers, owning renewal of customer base and churn target.
• Create FourKites Champions by improving stickiness, increasing adoption, driving usage, ensuring retention and satisfaction
• Analyze customer data to improve customer experience and share critical customer insights proactively with the product teams
• Ensure cross functional team effectiveness on customer deliverables
• Conduct product usage checks to ensure customer & product satisfaction expectations are being satisfied for customers and that a high level of service is being delivered
• Facilitate a quarterly Executive Business Review to review goals, progress and opportunities
• Manage account escalations and collaborate with internal teams for effective on-time responses.
• Proactively provide feedback to the Product team about product improvement opportunities
• Own overall relationship with assigned customers, which include: increasing adoption, driving usage, ensuring retention and satisfaction

Qualifications:

• At least 5 years of experience working with enterprise customers in a Customer Success or Account Management type role
• Excellent ability to multitask and prioritize workload
• Experience of cloud platforms, operations and SaaS
• Outstanding communication, presentation, and customer relationship skills
• Resourceful, self-motivated and able to be successful in a fast-paced environment.
• Bachelor degree with experience in SaaS/Logistics/Supply Chain company preferred.
• Experience creating structured programs to drive adoption
• Strong operational discipline with an analytical,process-oriented mindset and a data-based approach to decision making and assessment
• Passion for Customer Success
• Strong ability to align technical concepts & features to business needs
• Experience working with a cross-functional and geographically dispersed team and customer base.
• Flexibility in working across timezones, including APAC

About Fourkites

FourKites is the largest predictive supply chain visibility platform, delivering real-time visibility and predictive analytics for the broadest network of Global 1000 companies and third-party logistics firms. Using a proprietary algorithm to calculate shipment arrival times, FourKites enables customers to lower operating costs, improve on-time performance and strengthen end-customer relationships. With a network of more than four million GPS/ELD devices, FourKites covers all modes, including truckload, LTL, ocean, rail, intermodal, last mile and parcel. The platform is optimized for mobile and equipped with market-leading end-to-end security.

FourKites Chennai office leads the charge in developing our real-time supply chain visibility platform, used in over 80 countries. Our engineers are constantly innovating to deliver the latest predictive visibility solutions, backed by our industry-leading machine learning algorithms.