What are the responsibilities and job description for the Customer Success Manager position at Kaleris?
We’re looking for a forward-thinking Customer Success Manager that will be responsible for all aspects of customer care for the customers and will work closely with other members of the Kaleris team, including sales, support, and operations to provide cross-functional leadership in Kaleris on behalf of the client base. This position is highly visible and requires a high-energy, positive individual who thrives on providing service excellence to every customer. The ideal candidate is a self-starter and driven to success.
The Customer Success Manager must be passionate about Kaleris’ success and our customers’ success. The role will be responsible for and challenged to direct a variety of programs within Kaleris Global Technical Support organization to include the following:
Responsibilities
- Engage with assigned customers
- Develop an in-depth understanding of the customers software environment
- Implement and document action plans to address open issues and resolve timely
- Set up ongoing contact with customer including but not limited to
- QBR’s
- Schedule conference calls
- Update customer contact list
- Customer Success Best Practices: Drive initiatives within the Support group to capitalize on industry best practices, adopting them to our unique business and industry.
- Where needed, liaise between the customer and internal stakeholders (commercial, product management, finance, services, and support)
- Role will carry:
- a sales quota associated with delivering added value through extended use of the applications (additional license options, incremental automation infrastructure, consulting services, training services etc.)
- an incremental CSAT / NPS target associated with designated accounts
Requirements
- Bachelor's degree in business or a related field preferred
- 3 years of Account Management and related experience
- Proven ability to solve problems creatively
- Experience seeing projects through the full life cycle
- Excellent analytical skills
- Strong interpersonal skills and extremely resourceful
- Proven ability to complete projects according to outlined scope, budget, and timeline
- Operational Logistics (including yard management, warehouse management or transport management) AND / OR software vendor experience (YMS, TMS, WMS) is preferred but not essential
- Nice-To-Haves
- Fluency in multiple languages
- Experience with related systems such as transportation management, warehouse management, automation, RFID technology
- Knowledge of networking technologies or cloud-based enterprise solutions
Benefits & Compensation
- Competitive compensation package
- Full benefits package (medical, dental, vision) with option for HSA
- FSA and DCFSA
- Pet insurance
- Paid Time Off (FlexPTO, parental leave, volunteering time off)
- 401K (with employer match)
- Life/AD&D (paid for by Kaleris)
- Disability (LTD and STD plan paid for by Kaleris)
- Employee Assistance Program
- Career growth and mentorship
