Senior Customer Success Manager (Supply chain experience) - LSP

4:00 PM - 1:00 AM IST

• You will act as the primary owner of a base of tech-touch customers and create a customer lifecycle journey for customers in this group.
• You will be amongst the first product specialists in this relatively new role, and therefore be able to help develop and craft the strategy.
• You will be responsible for the research, planning, coordination, and execution of launching tech-touch customer success service programs to drive on-boarding, engagement, renewal, and expansion.
• Drawing on usage data and other information, you will craft a segmented approach to engaging and providing self-guided solutions to tech-touch customers.
• Once established, you’ll continue to optimize consumption, adoption and monitor measures to understand how we’re doing and how we can learn and improve.
• You will help our tech-touch customers feel valued and supported through targeted emails, health scores, usage triggers etc – creating a tailored yet scalable approach to customer success of this segment of customers.
• You'll have the opportunity to collaborate cross functionally (Product, Carrier-facing teams etc.) and support your teammates on projects and through knowledge sharing.
• You'll contribute to the product input feedback process to ensure constant and valuable customer input is available to the team and advocate and prioritize as required.
• Shift Timings: 4pm IST to 1am IST (You will be managing North American customers)

• 5+ years relevant work experience in a Customer Success Tech Touch, Product Specialist, or Project Management role
• Experience working in SaaS companies

• Motivated to learn and grow knowledge around all aspects of a successful product, project and transformational change in organizations
• Good interpersonal skills; internal and external, written and verbal communication are important in this role
• Ability to present and interact with business teams with ease and integrity
• Analytical and process-oriented
• A desire to incorporate feedback and personally grow as a team member
• Experience with Jira and salesforce is highly preferred

• Jira
• Confluence
• Zendesk
• TextExpander
• Salesforce

In-office Commitment: This position requires a commitment to contribute to our collaborative culture by working in-office five days weekly. 

Diversity & Inclusion: 

We're designing the future of how the world moves and is connected through trade and global supply chains. We can only deliver a truly world-class product and experience if our teams are as diverse and unique communities we are building for. So it's up to us to create a company where anyone can bring their authentic self to work everyday. We're constantly working to improve, and we accept our responsibility to elevate the voices left in the margins. It's on every one of us.

Our focus on inclusion manifests in the way we hire, the customers we serve, and the regions we prioritize. We're building a company that every one of us at project44 is proud to work for: a company that celebrates you for being you.