Locus - Lead - Customer Success

Intro:

Locus is a technology platform that uses machine learning and proprietary algorithms to automate complex supply chain decisions. We are building The World's Best Dispatch Management Platform in Final Mile. Our smart supply chain solutions provide end-to-end visibility and enable enterprises to enhance their operational efficiency by reining costs, streamlining the customer experience, and reducing environmental impact.

Headquartered at Bangalore, India, we have offices present across, North America, South East Asia, EU. We are a 300+ strong team and growing rapidly.

With a strong base of investors, GIC, Singapore's sovereign wealth fund, Qualcomm Ventures LLC, Tiger Global, Falcon Edge, Blume Ventures, pi Ventures, and others., Locus has raised around $80 million across multiple rounds.

Locus' scalable solutions include route optimization, real-time tracking and analytics, sales beat optimization, territory planning, vehicle allocation and network design. Our future-ready platform has resulted in $150 million+ savings in logistics costs, 70 million+ kilometer reductions in distance traveled, and 17 million+ kilograms reduction in GHG emissions across clients like Nestle, Mondelez, Unilever, BigBasket, Bluedart, Bukalapak, The Tata Group, and many others.The company powers deliveries across North America, Europe, Southeast Asia, Middle East, ANZ, and the Indian Subcontinent.

Backstory:

- The journey of Locus from being a women's safety application to a leading logistics optimization platform, is an interesting one. In 2015, Nishith Rastogi and Geet Garg developed RideSafe, a women's safety geo-tracking app to track deviations from pre-defined ride routes.

- It was soon adopted by food tech companies to track deviations of their delivery staff. This gave Nishith and Geet material insight that there was clearly a lack of a decision-making system in logistics. This realization was the pivotal foresight that led to the building of Locus, an end-to-end dispatch planning and route optimization platform for supply chain enterprises.

- From 2015 till date , Locus has grown by leaps and bounds, with a clear focus on innovating consistently

- The journey of Locus from being a women's safety application to a leading logistics optimization platform, is an interesting one. In 2015, Nishith Rastogi and Geet Garg developed RideSafe, a women's safety geo-tracking app to track deviations from pre-defined ride routes.

- It was soon adopted by food tech companies to track deviations of their delivery staff. This gave Nishith and Geet material insight that there was clearly a lack of a decision-making system in logistics. This realization was the pivotal foresight that led to the building of Locus, an end-to-end dispatch planning and route optimization platform for supply chain enterprises.

- From 2015 till date , Locus has grown by leaps and bounds, with a clear focus on innovating consistently

- July 2015 - Locus was born in a 2 BHK studio apartment in Peenya, Bangalore and registered as MARA Studios Pvt Ltd. We raised our Series A round funding from Exfinity Ventures and GrowX Ventures and we launched the Dispatch IQ and TrackIQ products.

- By 2018, we were a team of 100 and we reached 10 million successful customer orders.

- We raised our Series B in 2020 funding led by Falcon Edge and Tiger Global, we also open our South East Asia office in Jakarta, Indonesia, Berlin in Europe and California in the USA

- Our team grew to 200 in 2020 and, we opened offices in UK, Vietnam and Singapore.

- We raised our Series C funding of USD 50 mil led by investors GIC and Qualcomm Ventures

- Locus gets recognised twice in a row for the Representative Vendor in the latest edition of the 2022 Gartner- Market Guide for Supply Chain Network Design Tools

Role Description:

- Customer Success Lead is the main interface for the clients with Locus. You will work closely with the client to build relationships with all relevant stakeholders as a trusted partner. You must have a strong understanding of our Customer's business objectives and the ability to identify and articulate how our solution supports the achievement of the Customers' strategic business goals.

- You will be responsible for driving value at every juncture of the client's journey- from onboarding to expansion to renewal to prevention of churn.

- Work closely with the customer to ensure effective and efficient onboarding and drive greater usage/adoption over time

- Maintain a deep understanding of our solutions and content and educate clients about the most relevant features/functionality for their specific business needs

- Effective, timely, and accurate client communications (oral and written), establishing and reviewing key performance indicators, and active positive engagement

- Developing efficient and effective management plans for clients including QBRs, renewals, and up-sells

- Engage across client's organization and work cross-functionally

- Serve as the voice of the client and provide internal feedback to Product, Engineering, and other teams on how we can better serve our clients

- Support the resolution of delivery, implementation or technical issues Perform other duties as assigned

- Monitor client's usage throughout their lifecycle to not only identify and prioritize at-risk accounts but also ways to mitigate churn

Professional Experience:

- 7- 10 years of working in high growth organizations, with Team leading experience. Enterprise experience in B2B Management Consulting, Customer Success, Account Management, Selling, Business Development, or another client-facing role

Education Qualification: Degree required

Skills Required:

- Supply Chain or Logistics background is a must and some exposure to tech

- Experience working with decision-makers, product champions, and end users at both growing startups and large enterprises

- Experience into Team handling as will be responsible to handle 5-6 CSMs and also accountable for revenue for the regions.

- Build a rapport with all key stakeholders across multiple business verticals within an account.

- Experience in Selling- Background of having closed upsells/cross-sells; driven revenue expansions

- Experience in working with complex, multi-divisional, multi-geographical customers

- Strong leadership skills and impressive executive presence

- Ability to create structure in ambiguous situations and design effective processes

- Passion for technology and for being a part of a fast-growing SaaS company

- Ability to multitask and experience working with cross-functional teams (e.g. Sales, Products, Marketing, Services)

- Ability to understand the problem statement in detail and drive value based selling which will be a key KPI for the role.

- Consistent performer who handles stressful situations and deadline pressures well

- Empathy with a knack for understanding what a customer really needs and why they need it

What you should look forward to:

At Locus, every member is an owner and a leader, no matter which team or Function they represent. We believe that you are excited about the potential to make an impact in Last mile deliveries through technology and the prospect of creating a legacy that outlasts you!

The biggest joy of working at Locus, for all of us, comes from the opportunity to create value each day, and experience autonomy in all we do.

Life at Locus comes with added benefits as well:

- Locus Energise -our wellness initiative for our team provides

- Unlimited cashless in-clinic consultations, access to more than 2000+ gyms, cult fitness studios & sports facilities, Telehealth support, pre-recorded fitness videos & mindfulness podcasts, via app-based access.

- A comprehensive Health Insurance policy that covers you and also your loved ones

- Continuous learning and development programs, focussed on cross-cultural interactions and individual skill building

- Flexible work hours - we believe in getting the work done, and most teams choose their cadence of work coordination and hours to do inter-team collaboration as well as deep focus individual work

- No leave restrictions(you manage your own leaves)

- We are committed to sustainable practices and one of the many ways we do our share is by incentivizing team members who stay close to the office! Pedal or Walk your way to the office and earn extra bucks with a healthier you!

- With all of that and a cool office space in the heart of Bangalore, that offers healthy catered meals, enjoy a game of snooker or table tennis, and a fully functional hardware lab for your tinkering projects.