Customer Success Manager – FourKites
Job Description
- 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
- Manage account escalations
- Advocate internally for customer needs and connect on priorities
Qualifications:
- At least 5 years of experience working with enterprise customers in a Customer Success or Account Management type role at a SaaS company or Pharma or Life science
- Supply Chain industry experience preferred
- Excellent ability to multitask and prioritize workload
- Demonstrated ability/flexibility to work cross-functionally in a fast-growing company where fast-paced change is the norm
- Demonstrates a strong drive for efficiency, resolving problems and getting the work done in a timely, quality-focused manner
