Parade
Senior Customer Success Manager
Parade, San Francisco, California, United States, 94199
Parade is the leader in providing capacity management tools to freight brokers and 3PLs. Our technology platform revolutionizes the digital landscape for our customers with the vision of becoming the Bloomberg Terminal for Trucking, an $800B industry. Our platform has already been recognized by Inc. Magazine, Business Insider, and FreightTech 100... and we're just getting started!
Senior Customer Success Manager
This is an opportunity to join one of the most advanced and fastest growing tech companies in the logistics and supply chain space. Having secured $12.7M in Series A funding last year, we are in growth mode to support our expanding customer and product base. In the last year alone, we've seen our revenue stream, customer base, and digital activity grow by 5x! This newly created position will be an integral part of our Customer Experience team as we embark on the next phase of our growth.
The Senior Customer Success Manager (Sr. CSM) makes a direct and meaningful contribution to how quickly our customers are able to get the benefits of the tool. CSMs are front line with customers collecting feedback and influencing the direction of the product roadmap, advocating for customer needs and working directly with Product and Engineering leaders to improve the platform and the experience of our customers. As a Sr. CSM, your ideas to better service internal and external stakeholders through product improvements are always heard and results are seen tangibly in quick process improvements, new tooling and product enhancements.
Responsibilities
Engage current clients on a regular basis to reinforce ROI by working with customers to achieve their business goals and KPIsAnalyze client data to proactively identify scenarios requiring configuration or technical intervention and areas of opportunity to increase valueDocument client issues requiring field support and guide activities of field support staff in order to ensure client satisfaction and efficient allocation of resourcesPartner with customers to coach effective use of system data and applicable best practicesReturn client feedback to product teams where applicable in order to drive continuous improvement through key client insightsAdapt quickly to shifting business priorities based on client expectations and/or business needs
What Success Would Look Like in Your First Few Months
Fully own and manage a book of business of 30-50 customers, working with cross-functional teams (e.g. Marketing, Product, Engineering, Leadership) to capture success stories and create strategies to maintain customer satisfactionCreate account plans for each customer that delivers the ROI of Parade and through the customer's achievement of their business goalsUnderstand each customer's KPIs and what needs to be done for the customerOrganize executive business reviews (EBRs) for all customer's that are within 90 days of renewal
Basic Qualifications
4+ years working as a Customer Success Manager1+ years of professional experience working in truckload freight logistics, ideally at a freight brokerage and/or in relevant logistics technologyProfessional experience working at a SaaS-technology companyDemonstrated ability to learn and explain a technical product or concept in a client-facing roleExperience building efficiencies and repeatable processes within your portfolio
Preferred Qualifications
Experience working with SQLBe technology-oriented, leveraging technology solutions and productivity platforms to run their function (i.e. CRM experience, advanced spreadsheet knowledge and data analysis, Google Slides/PowerPoint/Keynote, querying tools, Asana, Metabase)Be a team player, with a roll-up-the-sleeves work ethic, comfortable with the ambiguity of working in a fast-paced growth environmentStrong leadership skills and presence – proven ability to establish relationships and lead discussions with various partners and executives.Excellent written and verbal communication, project management and negotiating skillsProven experience in successfully coordinating internally across many different teamsAn aura of integrity, professionalism, confidence, and a willingness to assist
Perks
Competitive salary and compensation package with full Medical, Dental, and Vision benefits401k plan to help you save for the futureUNLIMITED Paid Time Off - and we want you to use it!100% RemoteCompany Offsites to get to know your teammates
Compensation
The expected on-target compensation for this role is between $60,000-$150,000 for work performed in the United States. Starting pay for the successful applicant will depend on a variety of job-related factors, which may include experience level, transferrable skills, education, location, business needs, training, and market demands. This range may be modified in the future.
Parade is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive, positive, professional, and respectful environment for all our employees.#J-18808-Ljbffr
Senior Customer Success Manager
This is an opportunity to join one of the most advanced and fastest growing tech companies in the logistics and supply chain space. Having secured $12.7M in Series A funding last year, we are in growth mode to support our expanding customer and product base. In the last year alone, we've seen our revenue stream, customer base, and digital activity grow by 5x! This newly created position will be an integral part of our Customer Experience team as we embark on the next phase of our growth.
The Senior Customer Success Manager (Sr. CSM) makes a direct and meaningful contribution to how quickly our customers are able to get the benefits of the tool. CSMs are front line with customers collecting feedback and influencing the direction of the product roadmap, advocating for customer needs and working directly with Product and Engineering leaders to improve the platform and the experience of our customers. As a Sr. CSM, your ideas to better service internal and external stakeholders through product improvements are always heard and results are seen tangibly in quick process improvements, new tooling and product enhancements.
Responsibilities
Engage current clients on a regular basis to reinforce ROI by working with customers to achieve their business goals and KPIsAnalyze client data to proactively identify scenarios requiring configuration or technical intervention and areas of opportunity to increase valueDocument client issues requiring field support and guide activities of field support staff in order to ensure client satisfaction and efficient allocation of resourcesPartner with customers to coach effective use of system data and applicable best practicesReturn client feedback to product teams where applicable in order to drive continuous improvement through key client insightsAdapt quickly to shifting business priorities based on client expectations and/or business needs
What Success Would Look Like in Your First Few Months
Fully own and manage a book of business of 30-50 customers, working with cross-functional teams (e.g. Marketing, Product, Engineering, Leadership) to capture success stories and create strategies to maintain customer satisfactionCreate account plans for each customer that delivers the ROI of Parade and through the customer's achievement of their business goalsUnderstand each customer's KPIs and what needs to be done for the customerOrganize executive business reviews (EBRs) for all customer's that are within 90 days of renewal
Basic Qualifications
4+ years working as a Customer Success Manager1+ years of professional experience working in truckload freight logistics, ideally at a freight brokerage and/or in relevant logistics technologyProfessional experience working at a SaaS-technology companyDemonstrated ability to learn and explain a technical product or concept in a client-facing roleExperience building efficiencies and repeatable processes within your portfolio
Preferred Qualifications
Experience working with SQLBe technology-oriented, leveraging technology solutions and productivity platforms to run their function (i.e. CRM experience, advanced spreadsheet knowledge and data analysis, Google Slides/PowerPoint/Keynote, querying tools, Asana, Metabase)Be a team player, with a roll-up-the-sleeves work ethic, comfortable with the ambiguity of working in a fast-paced growth environmentStrong leadership skills and presence – proven ability to establish relationships and lead discussions with various partners and executives.Excellent written and verbal communication, project management and negotiating skillsProven experience in successfully coordinating internally across many different teamsAn aura of integrity, professionalism, confidence, and a willingness to assist
Perks
Competitive salary and compensation package with full Medical, Dental, and Vision benefits401k plan to help you save for the futureUNLIMITED Paid Time Off - and we want you to use it!100% RemoteCompany Offsites to get to know your teammates
Compensation
The expected on-target compensation for this role is between $60,000-$150,000 for work performed in the United States. Starting pay for the successful applicant will depend on a variety of job-related factors, which may include experience level, transferrable skills, education, location, business needs, training, and market demands. This range may be modified in the future.
Parade is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive, positive, professional, and respectful environment for all our employees.#J-18808-Ljbffr