Customer Success Manager

Job Description

Engage with supply chain, warehouse, or transportation customers to grasp their operational hurdles and pinpoint avenues for boosting efficiency. Cultivate trust and solidify your standing as a subject matter pro throughout the customer's experience. Collaborate within Infios to discern the right individuals to engage for specific customer needs, spanning Product, Engineering, Support, Operations, and Sales. Monitor and assess customer KPIs to fine-tune strategies bolstering customer contentment and averting escalations. Act as the primary liaison for customer leadership during routine operations and critical situations, ensuring swift and precise resolutions. Provide support to Infios Executives in both internal and customer dealings, encompassing product evaluations and strategic dialogues. Gain insights into the roles of partners, integrators, and third-party systems intertwined with Infios solutions. Deliver engaging presentations, product tutorials, and operational overviews remotely or on-site for users, managers, and executives. Proactively detect risks in customer environments and implement scalable measures to forestall issues that could disrupt operations. Team up with Product Development, Engineering, Operations, Sales, Customer Support, and Product Management to pinpoint and tackle production risks. Develop and uphold formal Success Plans for each key customer, articulating goals, milestones, and projected outcomes. Guarantee that pivotal points and messages conveyed to customers remain consistent across the Infios team and align with organizational mandates.

Qualifications

1. BS or BA in a technical, business, supply chain, or logistics-related field. 2. At least 4 years in a customer-facing role such as Customer Success, Support, Implementation, Consulting, or Account Management. 3. Experience working with enterprise SaaS solutions in supply chain, logistics, WMS, TMS, or a related space. 4. Strong skills in risk identification, issue resolution, and customer relationship management. 5. Excellent communication, analytical, and problem-solving skills. 6. Ability to handle ambiguous situations while maintaining a high level of customer satisfaction. 7. Ability to work effectively with internal and external stakeholders. 8. Experience collaborating with cross-functional teams to resolve complex issues under time pressure. 9. Ability to work independently while also functioning as a collaborative member of the Infios organization. 10. Demonstrated leadership abilities and confidence engaging with customer executives. 11. Fluency in English. 12. Ability to travel up to 40 percent.

Benefits

- Health insurance - 401(k) matching - Flexible work hours - Paid time off - Remote work options