Customer Success Manager
FourKites, Inc. is a logistics technology startup providing next generation software platform for freight brokers and shippers to streamline their operations. Our connected devices platform is the most advanced in the industry and has been deployed by several freight brokerage houses in the country. We have Fortune 100 shippers and Transport Topics Top 25 Freight Brokers as our customers. We love what we do, and we love the impact we have already driven for the clients we work with. We believe in empowering our employees to be the absolute best they can be, and we aren’t afraid to have a little fun in the process. We’re funded by a great group of investors who care about our company and our team’s success.
About the role:
FourKites Customer Success Manager is responsible for owning the overall customer relationship with assigned accounts. Your goal is to provide the best customer management and business consultancy skills around. You are responsible for retaining and partnering with Sales to expand the customer partnership. We want our customers to come for us best practices and it is up to you to create raving fans that want to expand their partnership with FourKites.
Responsibilities:
- Own overall relationship with assigned customers, which include: increasing adoption, driving usage, ensuring retention and satisfaction.
- Establish a trusted/strategic advisor relationship with each assigned customer and drive continued value of our products and services.
- Develop, prepare, and nurture customers for advocacy.
- Work with customers to establish critical goals, or other key performance indicators and aid the customer in achieving their goals.
- Facilitate a quarterly Executive Business Review to review goals, progress and opportunities
- Understand white-space and work to identify and/or develop upsell opportunities.
- Advocate customer needs/issues cross-departmentally.
- Program manage account escalations.
- Advocate internally for customer needs and connect on priorities.
Qualifications:
- 3 years of experience working with enterprise customers in a Customer Success or Account Management type role at a SaaS company
- Bachelor’s degree
- Excellent ability to multi-task and prioritize workload
- Demonstrates a strong drive for efficiency, resolving problems and getting the work done in a timely, quality-focused manner.