Customer Success Manager

Joining Phononic as a Customer Success Manager – Cold Chain Fulfillment means you must be a self-motivated, independent leader with an entrepreneurial spirit that will leverage past experiences to help build the customer success playbook at Phononic. This role’s responsibilities are critical to Phononic’s ability to meet customer outcomes and ensure a positive customer experience. You will be accountable for managing various responsibilities in the customer journey lifecycle including onboarding, deepening the customer relationship, expansion, and renewals.Phononic’s primary product offering is a disruptive cooling and freezing technology that allows for on-demand cooling and freezing order fulfillment totes using innovative compressor-free thermal electric technology that meets high performance requirements for reliability, performance, and sustainability throughout the food, beverage, and pharmaceutical cold chain supply.Key Responsibilities:Cultivate and maintain strong, long-term relationships with key stakeholders within customer organizations in the retail, grocery, and micro fulfillment industries.Monitor the integration planning and deployment efforts and manage customer expectations throughout the deployment process.Own the post-deployment onboarding process to ensure customer and end-user acceptance of the Phononic solution and coordinate technical service and enablement with internal team members when appropriate.Manage the customer relationship with a focus on customer outcomes.Serve as the primary point of contact, addressing customer inquiries and concerns promptly and effectively.Provide expertise to retail clients on how to leverage the cold chain fulfillment solution for enhanced operational efficiency and product quality.Drive revenue expansion within customer accounts by strategically increasing sales per retail location and facilitating expansion to additional locations.Proactively identify opportunities to optimize the use of Phononic's hardware solutions for maximum efficiency and ROI.Work alongside Phononic’s broader customer success team to ensure an optimal customer experience through post-sales activities including deployments, onboarding, and post-deployment engagements.Assist with product roadmap feedback via direct knowledge of customer interactions with our products and work cross-functionally to collect VOC and provide a feedback loop into our product management and development teams.Develop and maintain a deep understanding of Phononic's cold chain fulfillment solution.Minimum Requirements:Bachelor’s degree in Business, Marketing, Communications, Psychology, Engineering, or similar required.5+ years of experience in customer success, sales, account management, or similar customer-facing roles.Existing background in ecommerce fulfillment, cold-chain, automation, storage, warehouse, grocery, or last mile delivery is a must.Strong communication and interpersonal skills, with the ability to translate technical concepts for non-technical stakeholders.Experience using customer relationship management (CRM) software.Strong business acumen.Strong project management skillsets (PMP preferred).Strong analytical/quantitative abilities, problem solving, and presentation skills.Ability to establish and foster relationships between various internal/external customers.Ability to travel up to 15%.

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