Customer Success Manager

4 days ago

Singapore Portcast Full time

About Us:
Our mission is to transform international supply chains to be more resilient by helping logistics companies realise the full potential of their data. We cater to both shipping lines and cargo airlines. This covers 90% of the world trade volume that travels via ocean and 35% of world trade value that travels via air. We use proprietary machine learning algorithms and real-time external market data (such as economic indices, marine weather, satellite-based data, etc) to predict how much cargo will be shipped; when it will arrive and deliver actionable insights.

Portcast offers a solution unmatched by our competitors. Our inbound leads are some of the big global names in logistics, shipping and manufacturing through word of mouth and our content marketing efforts. As we scale to our next stage of growth, we are looking for a driven, customer-centric, consultative and results-oriented Customer Success manager with a proven track record of B2B customer success experience. In this business-critical leadership role, you will be responsible for developing and maintaining customer relationships.

**Requirements**:
**What success looks like**:

- We consistently meet or exceed the company’s quarterly, and annual sales goals through your ambitious approach in Sales
- A consistent and growing stream of clients opting for paid trials and subsequently becoming customers
- Our customer journey is frictionless and customers are promoters and advocates

**_ How you will achieve this:_**
- Own overall relationship with assigned clients, which includes managing on-boarding, training, increasing adoption, ensuring retention, and high levels of customer satisfaction
- Expanding relationships with existing customers
- Work between engineering teams and business teams to identify which technical areas to focus on building/resolving
- Evaluating and analyzing customer needs and ensuring the company’s product is meeting the customer’s needs

**Who you are**:

- You’re an experienced sales and account management professional with a proven track record in B2B Sales (SaaS is preferred and experience with AI/data solutions is an advantage)
- While not a must, experience selling solutions into the logistics and shipping industry, and manufacturing brands are highly regarded
- You have experience as a player-coach and you are ready to roll up your sleeves to own your customers and lead by example
- You have the agility and stamina to maintain and develop customer success strategies, as well as customer support content
- You have experience in and are comfortable pitching to senior executives of enterprises scale companies
- You have an entrepreneurial mindset and thrive in fast-paced, dynamic and ambiguous environments
- Your exceptional presentation and communication skills coupled with a high degree of emotional intelligence allows you to establish trust quickly and forge long term relationships
- Patience: to understand the day to day customer problems
- Empathy and Urgency: to feel the customer pain and react on a day to day basis with full urgency
- An eye for detail: Looking for anomalies in the system
- A Problem solver & go-getter: tapping on the right resources within the firm to meet customer expectations and deliver on time
- Tech Skills: Excel/google sheet skills and PowerPoint
- An analytical mindset to be comfortable around metrics being reported to the customers

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