AVP/VP - Customer Success/Customer Experience - Supply Chain Tech Firm

The Company is an end to end supply chain tech company building a fast fulfillment highway for SMEs, D2C brands and Enterprises. The key offerings are:

a. 3PL & 4PL warehousing & fulfillment

b. Last mile freight (B2B & B2C)

c. Supply Chain tech stack (Prozo OMS, Prozo WMS, Pro Ship, Pro Insights, Pro Planning)

d. e-commerce distribution on 20+ online platforms;

Key Responsibility Areas:

We are looking for customer obsessed, high-ownership and detail-oriented professionals to build and scale our Customer Success team. The incumbent will be responsible for driving long term partnerships with the company customers while being their single point of contact.

1. Foster strategic and long-term business relationships while managing a portfolio of Enterprise and D2C clients

2. Ensuring a smooth client onboarding process. Anticipate challenges and provide escalation management when necessary.

3. Ensure client retention and longevity. Drive customer advocacy and escalations by collaborating with different teams to improve the experience for customers

4. Identify Renewal risk, and work with extended internal teams to create and execute on "get well" plans.

5. Own the revenue targets for up-selling and cross-selling other services to existing clients. Partner with Account Managers to help ensure expansion opportunities are identified and closed successfully

6. Ensure all client escalations are handled in timely and to the customer's satisfaction.

7. Drive and monitor Customer NPS scores

8. Oversee execution of programs, scheduling and timely delivery of projects to ensure customer success and value proposition milestones are met.

9. Work collaboratively and build in-depth relationships with customers whilst developing a complete understanding of their business goals and objectives

10. Build credibility and relationships, and be able to influence C-level stakeholders

11. Be the subject matter expert in defining delivery driven success plans, and ensuring clear communication throughout the customers' post-sale journey

Skills And Experiences

1. 10+ years of experience in Customer Success / Client-facing service role