客户成功经理
Customer Success Manager
在FourKites，我们有机会用实际影响来解决复杂的挑战。无论是Cardinal Health的医疗用品还是Walmart的食品杂货，FourKites平台帮助客户运营高效、灵活且可持续的全球供应链。
加入一个由充满好奇心的问题解决者组成的团队，他们重视差异、以同理心领导并推崇包容性。
FourKites正在寻找一位有抱负且经验丰富的高级客户成功经理加入我们的团队！你将通过与客户建立咨询关系，为客户提供最佳体验，从而实现客户增长和留存。你将与销售团队紧密合作，帮助客户达成业务目标的同时，发现扩大FourKites影响力的新机会。作为客户日常管理的负责人，你将成为客户在所有与FourKites相关问题上的首选专家。从培训客户使用FourKites平台，到制定可操作的目标，帮助客户优化供应链，你负责创造对产品使用和采用感到满意的客户。
你将负责以下工作：
- 负责所分配客户的整体关系，包括：提高使用率、推动使用、确保留存和满意度
- 与每个分配的客户建立值得信赖/战略顾问的关系，并推动我们产品和服务的持续价值
- 培养客户成为倡导者
- 与客户共同制定关键目标或其他关键绩效指标，并协助客户实现目标
- 组织季度高管业务回顾，审查目标、进展和机会
- 了解空白市场，识别和/或开发升级销售机会
- 在各部门之间倡导客户的需求/问题
- 管理账户升级
- 在内部倡导客户的需求并协调优先事项
关于团队：
我们创新的客户成功经理是运营团队和整体以客户为中心文化的重要组成部分。凭借他们的创造性解决问题的能力，他们已为我们所有客户创造了“狂热粉丝”。从组织圆桌会议，到直接向FourKites领导团队倡导，我们的客户成功经理是客户满意度和留存的核心驱动力。
你具备以下条件：
- 至少6年
查看英文原文
At FourKites we have the opportunity to tackle complex challenges with real-world impacts. Whether it’s medical supplies from Cardinal Health or groceries for Walmart, the FourKites platform helps customers operate global supply chains that are efficient, agile and sustainable.
Join a team of curious problem solvers that celebrates differences, leads with empathy and values inclusivity.
FourKites is looking for an ambitious and experienced Senior Customer Success Manager to join our team! You will provide the best customer experience by building a consultative relationship with your book of business in order to grow and retain customers. You will have a strong partnership with our Sales team, as you help your customers meet their business objectives while identifying new opportunities to expand the FourKites footprint. As the owner of the day-to-day management of your customers, you will become their go-to expert in all things FourKites. From training your customers on the FourKites platform, to creating actionable goals for ways that they can optimize their supply chain, you are responsible for creating customers who are delighted in their utilization and adoption of our product.
What you’ll be doing:
- 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
About the team:
Our innovative Customer Success Managers are integral to our Operations team and overall customer-centric culture. With their creative problem-solving skills, they have created “raving fans” of FourKites with all of our customers. From implementing round-table events, to advocating directly with the FourKites Leadership team, our Customer Success Managers are the driving force behind our customer’s satisfaction and retention.
Who you are:
- At least 6 years of experience working with enterprise customers in a Customer Success or Account Management type role at a SaaS company
- 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
- Bilingual proficiency (Good to have)
- Willingness to travel occasionally, based on business needs, for customer meetings, on-site engagements, or official company purposes
Note: Role would require to work in Night Shift
Who we are:
FourKites, the leader in AI-driven supply chain transformation for global enterprises and pioneer of real-time visibility, turns supply chain data into automated action. FourKites Intelligent Control Tower® breaks down enterprise silos by creating a real-time digital twin of orders, shipments, inventory and assets. This comprehensive view, combined with AI-powered digital workers, enables companies to prevent disruptions, automate routine tasks and optimize performance across their supply chain. FourKites processes over 3.2 million supply chain events daily — from purchase orders to final delivery — helping 1,600-plus global brands prevent disruptions, make faster decisions and move from reactive tracking to proactive supply chain orchestration. For more information, visit www.fourkites.com.
FourKites provides competitive compensation with stock options, outstanding benefits and a collaborative culture for all employees around the globe. To help you be your best, we have 5 global recharge days, in addition to generous PTO and standard holidays. Parental leave for all parents, an annual wellness stipend and volunteer days also provide you with time and resources for self care and to care for others. Throughout the year, FourKites sets aside time during the workday to learn and celebrate diversity. We're always listening for new ways to support everyone in and out of the office.
Benefits:
- Medical benefits start on first day of employment
- 36 PTO days( Sick, Casual and Earned) , 5 recharge days, 2 volunteer days
- Home Office set ups and Technology reimbursement
- Lifestyle & Family benefits
- Mental Wellness support and guidance
- Ongoing learning & development opportunities ( Professional development program, Toast Master club etc.)
FourKites is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees.
Originally posted on Himalayas