Customer Success Manager

FreightVerify is a supply chain technology company that provides real-time transportation visibility and business intelligence for global enterprise clients. Utilizing the latest IoT, data and AI technologies, FreightVerify provides a neutral platform that simplifies complex global supply chains through a common design language to leverage new and emerging tracking technologies.

Job Summary

The Manager of Customer Succuss will be responsible for leading the customer success and implementation processes for assigned customer accounts.  This role will focus on ensuring that customers experience smooth and successful onboarding, achieve their desired outcomes, and effectively utilize our supply chain solutions. The manager will develop strategies to enhance customer satisfaction, product adoption, and supply chain optimization, working closely with cross-functional teams to drive continuous improvement

Note: This position is located in Ann Arbor, MI and requires onsite work. 

Primary Responsibilities:

Customer Onboarding & Implementation

• Oversee the onboarding process for new customers, ensuring a smooth and efficient implementation of our solutions.
• Develop and refine implementation processes to ensure timely and successful delivery.
• Coordinate with cross-functional teams to resolve any issues that arise during the implementation phase.

Customer Success & Retention

• Develop strategies to drive customer success, adoption, and retention.
• Monitor and assess customer health, addressing any issues or risks to prevent churn.
• Implement best practices for customer engagement and success to enhance overall satisfaction.

Supply Chain Optimization

• Work closely with customers to understand their supply chain needs and ensure our solutions meet their requirements.
• Provide guidance and support to customers on best practices for supply chain management and optimization.
• Identify opportunities to enhance our supply chain solutions based on customer feedback and industry trends.

Process Improvement

• Continuously evaluate and improve customer success and implementation processes and methodologies.
• Identify opportunities for process enhancements and implement changes to improve efficiency and effectiveness.

Collaboration & Communication

• Work closely with Sales, Product, and Support teams to ensure a unified approach to customer success and implementation.
• Serve as a key point of contact for customers during the implementation phase, ensuring clear and effective communication.

Customer Advocacy

• Gather and analyze customer feedback to provide insights to the Product and Development teams.
• Develop and maintain customer success stories and case studies.

Reporting & Analytics

• Track and report on key performance indicators (KPIs) related to customer success and implementation.
• Use data and feedback to drive continuous improvement and inform decision-making.

Qualifications

Education & Experience

• Bachelor’s degree in Business, Supply Chain Management or a related field; MBA or advanced degree preferred.
• 5 years of experience in customer success, implementation management, or a related role, preferably within a SaaS, Supply Chain or Manufacturing.
• Proven track record of leading teams and delivering customer commitments.

Skills & Competencies

• Strong leadership and team management skills.
• Excellent communication and interpersonal skills.
• Proficiency in customer success software and CRM tools.
• Strong problem-solving skills and the ability to manage multiple projects simultaneously.
• Experience with data analysis and performance tracking.

Personal Attributes

• Customer-centric mindset with a focus on delivering exceptional service.
• Ability to thrive in a fast-paced and dynamic environment.
• Detail-oriented with a strong commitment to achieving results.
• High level of integrity and professionalism.