Full Job Description
Are you smart, driven, curious, resourceful, and not afraid to fail, then we want to meet you! Our team of bold, innovative, and scrappy teammates is what makes us the top startup to work for. FreightWaves delivers news and commentary, data, analytics, risk management tools, and actionable market insights to the industry. If you are ready to join our team, it is time for you to apply!
We are looking for a Customer Success Manager to provide best-in-class customer experience, while focusing on customer needs, retention and engagement to continuously add customer value. The Customer Success role is an integrated role that works directly with our Sales and Marketing team to ensure our potential clients receive outstanding customer service while identifying their needs. Learning our SONAR software and how it can be beneficial to a client plays a major role when it comes to retaining current customers as well as gaining new business. The Customer Success role values the need to present an exclusive opportunity and assist companies looking to elevate and grow their business though every step of the process.
What you will be doing:
Support SONAR clients while delivering and communicating ROI throughout the customer lifecycle
Work closely with Sales Executives, VPs, and Market Experts to continuously drive and improve customer engagement and retention
Provide an exceptional customer experience by following best practices throughout the onboarding, service, renewal and upsell stages
Take ownership of your SONAR book of business and identify opportunities for customers to act as SONAR advocates
Maintain a cadence of communicating with customers about their adoption for deeper engagement and drive value
Strive to meet and exceed personal and team customer retention and expansion goals
What you bring to the table:
Experience providing an exceptional customer experience and developing customer relationships
Basic understanding of the transportation and logistics industry
Ability to work autonomously, perform well under pressure and manage change effectively
Takes initiative with customer facing activities and has a strong intuition for expansion opportunities
Capable of interpreting findings, and communicating valuable, actionable insights
Strong communication (verbal and written) and presentation skills
Advanced skills in a CRM platform(s), bonus points for Salesforce
3+ years of relevant experience in customer success or solutions
Data- and customer service driven
Bachelor’s degree in Business or related field preferred
An excellent work environment, flat hierarchies, and short decision paths.
Work from home option
A generous benefits package including 100% employer-paid health, dental, vision and Life insurance, STD, LTD
Concierge doctor on-call
401k with up to 3.5% match
Training programs and career development opportunities
Annual life achievement bonus of $2000 for having a baby, buying a house, or getting married (max one per year)
No set days off Vacation policy (our team takes time off as needed with supervisor approval)
Gym Membership (or virtual membership while COVID is still a part of our daily lives)
Audible or Kindle Unlimited subscription
FreightWaves strives for sustainability. We offset our carbon emissions.
Discount on Ford vehicles