What are the responsibilities and job description for the Customer Success Manager for TMS position at Spot Inc.?
Today's logistics marketplace is an ever-changing landscape where you can make your mark. Spot gives you the tools to tackle industry challenges for our partners. Here, initiative, drive, and teamwork form the basis for a rewarding, fast-paced career.
About The Role:
The Customer Success Manager (CSM) for a Transportation Management System (TMS) plays a pivotal role in ensuring the success and satisfaction of clients using the TMS platform. This position requires a blend of customer service, technical aptitude, and industry experience to guide clients through the implementation and optimization of TMS solutions. Will work closely with Sales, Support, and Product Ownership from demonstration of product through implementation and continued customer satisfaction. This role will help drive alignment of customer needs and solution fit through the sales, implementation, and maintenance cycles, ensuring delivery of Spot's TMS solution is on time and exceeds customer requirements.
Responsibilities:
- Client Onboarding: Facilitate the onboarding process for new clients, ensuring they understand and can effectively use the TMS platform.
- Training and Support: Provide comprehensive training sessions to clients, both remotely and on-site, covering all aspects of the TMS.
- Account Management: Maintain regular communication with clients to understand their needs and address any concerns or issues promptly.
- Performance Monitoring: Track client usage and performance metrics to identify areas for improvement and provide actionable insights.
- Customer Advocacy: Advocate for customer needs within the organization to drive product enhancements and improve user experience.
- Issue Resolution: Work closely with technical support teams to resolve any technical issues clients may encounter.
- Feedback Collection: Gather and analyze client feedback to inform product development and service improvements.
- Renewal and Upsell: Manage contract renewals and identify opportunities for upselling additional services and features.
Required Skills and Qualifications:
- Industry Knowledge: Comprehensive understanding of transportation and logistics processes and challenges. Experience from both the TMS side and as an actual shipper is a plus.
- Technical Proficiency: Experience with TMS software and related technologies.
- Communication Skills: Excellent verbal and written communication skills, with the ability to explain complex concepts clearly.
- Problem-Solving: Strong analytical and problem-solving abilities to address client issues effectively.
- Customer Service Orientation: A genuine passion for helping clients succeed and building strong relationships.
- Project Management: Ability to manage multiple client projects simultaneously, ensuring timely delivery and quality.
- Adaptability: Flexibility to adjust to changing client needs and industry developments.
- Team Collaboration: Work collaboratively with cross-functional teams to deliver seamless support to clients.
Ideal Candidate & Qualifications:
- Bachelor's Degree: Preferably in Business Administration, Logistics, Supply Chain Management, or a related field.
- Professional Experience: Minimum of 3-5 years of experience in customer success, account management, or a similar role within the transportation or logistics industry.
- TMS Experience: Proven experience working with TMS platforms is required.
- The ideal candidate will have a combination of experience as a shipper implementing TMS and a software provider leading projects from implementation through post sales relationship support.
Additional Information:
- This role may require occasional travel (up to 10%) to client sites for training and support.
- Flexibility to work outside of standard business hours to accommodate client needs.
- On-site 5 days a week in Indianapolis, IN or Tampa, FL
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Spot is built on relationships, combining 24/7 support with a proven, passionate, and dedicated team of logistics professionals. You can reach your true potential through the unlimited opportunities we offer. When you put in the effort, show initiative, solve problems, and build lasting client relationships, you earn respect and rewards. You'll also be a key component to the success of an industry leader. At Spot, we've never lost the entrepreneurial spirit that provides the foundation for our success.
Spot Freight, Inc. provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state, or local laws. Spot Freight is committed to working with and providing reasonable accommodation to individuals with disabilities. If, because of a disability, you need a reasonable accommodation, please contact our Human Resources team to notify us of your request. This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation, and training.
