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BlueCargo · 8 months ago

Senior Customer Success Manager

Los Angeles, CA, US

Full-time

Onsite

Senior Level

$100K/yr - $140K/yr

6+ years exp

BlueCargo is a predictive algorithm platform that monitors, forecasts, and optimizes operations in container ports. The Customer Success Manager will be the primary point of contact for assigned customers, ensuring they maximize the value received from BlueCargo through onboarding, implementation, and ongoing support.

AnalyticsLogisticsPredictive AnalyticsSaaSShipping

Responsibilities

Develop and maintain strong, long-lasting customer relationships throughout all levels and teams of their organization

Lead customer kick-off calls, perform platform demos & user trainings, drive regularly scheduled check-ins, QBRs with customers, while monitoring platform adoption and overall client satisfaction

Onboard and implement customers including creating an strategic plan of priority initiatives while gathering of required SOPs, documentation, customer requirements, and related vendor onboarding

Identify new business opportunities and develop account plans to ensure customer retention and expansion. Collaborate with the sales team in the solutioning and closing of expansion opportunities

Continuously monitor and track usage performance and key performance indicators (KPIs) related to customer satisfaction and retention. Leverage these to understand how customers are using the product and identify ways for them to increase usage to effectively increase their ROI

Act as a trusted advisor to customers, understanding their goals and challenges while being able to tie BlueCargo’s solutions to implement process improvements & savings opportunities

Advocate for customers internally to relay feedback and insights to the product, sales, and other cross-functional teams to shape our product roadmap

Become an expert in BlueCargo’s product internally & externally to be able to continuously work collaboratively to solve product, process, or workflow gaps that negatively affect the customer experience

Qualification

Customer Success ManagementLogistics ExperienceData AnalysisCRM SoftwareBusiness DegreeSales ExperienceInternational Logistics KnowledgeUS Trucking Market KnowledgeBCOsFreight Forwarders3PLsPythonReactAWS ServicesPostgreSQL

Required

Bachelor's degree in Business, Analytics, Supply Chain, Operations or any relevant fields

6+ years of work experience in a customer-facing role, such as Customer Success, Account Management, Sales or Client Services in the logistics, transportation and/or tech industry

Excellent written & verbal communication and interpersonal skills, with the ability to influence intended outcomes in a clear & concise way

Commercially driven, client-centric mindset

Strong problem-solving and analytical abilities, with a bias for proactive action

Ability to navigate difficult conversations and negotiate with mutual beneficial outcomes

Effective organizational and time management skills to manage numerous customers of varying sizes, and ability prioritize action effectively against competing priorities

Familiarity with CRM software and data analytics tools, and being able to leverage both to guide action

Proficient in data analysis and presentation leveraging Google Slides and Sheets to tell an effective story and drive intended behavior

Ability to travel ~20% of the time, as needed, to support customer visits