Vacancy expired!
- Be part of the Customer Success Leadership team within the Global Services Delivery Organization
- Be the point of contact for all customer escalations on Transportation management solutions for the Americas region
- Interact with the North America Regional Customer Success Team to meet various requirements around deployments, support, escalations, and prioritization around service requests
- Grow the SaaS support organization through cross-functional collaboration with Product Development and Management teams
- Interact with customers to develop a strong relationship and a clear understanding of our support services and their processes
- Reduce churn and drive new business growth through greater advocacy and reference ability
- Be responsible for customer retention, protecting revenue, minimize cost and margin goals and tracks metrics like Net Revenue Retention, Annual Revenue Retention, Net Promoter Score, Customer Effort Score for the portfolio customers and Services metrics around utilization and productivity
- At least 5 years of experience in Supply Chain (WMS/TMS) with proven business background
- At least 5 years of experience working with Global Teams
- At least 5 years' experience in technology/software industry including engineering, implementation, and customer service roles
- Minimum 3 years' experience managing a customer success / engineering organization; experience leading large global teams preferred
- 2+ years' experience in SaaS and Cloud operations, preferably moving customers from On-prem to a SaaS environment
- Experience managing an Onboarding team at a global SaaS software company providing customers with a 24x7 business critical software system.
Vacancy expired!