Customer Success Manager – Supply Chain (Saas)
Job Description
<p>As a <strong>Customer Success Manager for a SaaS (Software as a Service) platform</strong> focused on supply chain management, your primary responsibility will be to ensure customer satisfaction and long-term success. You will collaborate closely with customers, helping them maximize the value they derive from our software solutions. Your goal will be to foster strong relationships, drive product adoption, and promote customer retention and expansion.</p><p><br></p><p><strong>Responsibilities</strong></p><p><br></p><p><strong>Onboarding and Implementation:</strong> Lead the onboarding process for new customers, ensuring a smooth and successful implementation of our SaaS platform. Guide customers through setup, configuration, and integration processes to ensure they can effectively use the software to meet their supply chain management needs.</p><p><strong>Relationship Management:</strong> Develop strong relationships with key stakeholders within customer organizations, such as supply chain managers, logistics professionals, and executives. Serve as the main point of contact for customers, addressing their concerns, answering questions, and providing timely support.</p><p><strong>Product Adoption:</strong> Proactively drive customer engagement and product adoption by understanding customer’s unique challenges and aligning our software solutions to address those challenges effectively. Offer training, best practice guidance, and ongoing support to ensure customers are maximizing the value of the platform.</p><p><strong>Account Growth: </strong>Identify opportunities to expand and upsell within existing customer accounts. Collaborate with sales and marketing teams to develop account growth strategies, demonstrate the value of additional features or modules, and present upsell opportunities to customers.</p><p><strong>Customer Feedback and Advocacy: </strong>Act as the voice of the customer within the organization, gathering feedback, insights, and suggestions to drive product enhancements and improvements. Advocate for customer needs and contribute to the product roadmap by working closely with the product management team.</p><p><strong>Renewals and Retention:</strong> Monitor customer health and proactively address any issues that may impact customer satisfaction or retention. Work towards customer renewals by demonstrating the ongoing value of our solutions and addressing any concerns or objections.</p><p><strong>Metrics and Reporting:</strong> Track customer success metrics, such as customer satisfaction, adoption rates, retention rates, and expansion opportunities. Generate regular reports to communicate the status of customer accounts and present insights to internal stakeholders.</p><p><br></p><p><strong>Qualifications</strong></p><p><br></p><p>· Bachelor’s degree in business, supply chain management, or a related field (or equivalent experience)</p><p><br></p><p><span>· </span>Languages – Bilingual (English / Arabic) Speaker. </p><p><br></p><p>· Proven experience in a customer success or account management role, preferably within the SaaS industry or supply chain domain</p><p>· Strong understanding of supply chain management processes and challenges</p><p>· Excellent interpersonal and communication skills, with the ability to build rapport and establish trust with customers</p><p>· Strong problem-solving skills and the ability to think strategically to address customer needs</p><p>· Familiarity with CRM software and customer success tools is a plus</p><p>· Results-oriented mindset with a focus on driving customer satisfaction and business outcomes</p><p><br></p><p>As a <strong>Customer Success Manager for a SaaS platform for supply chain management</strong>, you will play a vital role in ensuring the success of our customers. By understanding their needs, providing exceptional support, and driving product adoption, you will contribute to the overall growth and retention of our customer base.</p>
