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Sr. Customer Success Manager

| Chicago

project44 is revolutionizing the freight and logistics industry by applying cutting edge technology to automate the entire lifecycle of freight shipments including quoting, scheduling, and real-time track-and-trace. project44’s portfolio of APIs is capable of optimizing the shipment lifecycle, empowering companies to deliver the best customer experience possible, and provide up to date data while cutting costs along the way.

We are looking for a Customer Success Manager to support our amazing customers! You will be accountable for making sure our customers have world-class customer experience. This is a critical role in the organization and embodies on of our core values to Obsess over the Customer. You own the success from implementation through the ongoing lifecycle of the relationship. This requires working across the organization including, but not limited to, the following functions: customer business reviews, ongoing feedback loop to Product, and customer education.

Key Accountabilities

  • Partner with high-profile 3PL customers to develop strategies for to ensure best use of the product and help them achieve maximum value from our services
  • Summarize product feedback gathered from customer meetings and act as advocate for our customers with internal development and product teams
  • Form/leverage C- level relationships and educate the customer on additional value, new product introductions and features to drive optimal product use
  • Advise and co-lead 3PL customer executive board
  • Serve as the main point of contact for the customer (external) and the voice of the customer (internal) to projects and help prioritize product requests
  • Monitor customer health and risk. Develop and execute strategic success plans when as required working with customer support, product development and engineering
  • Facilitate Quarterly Business Reviews with customers
  • Proactively manage multiple accounts to ensure customer’s success in services renewal, adoption of products, customer health and overall satisfaction
  • Identify revenue opportunities for upsell alongside sales and account management team
  • Maintain up to date knowledge of logistics industry, EDI, and blockchain

Requirements & Preferred Skills

  • Experience working with fast-growth technology company, strongly preferred
  • Experience in supply chain and 3PL industraystrongly preferred
  • 8+ years of experience working with 3PL or enterprise customers in Account Management or Customer Success and proven results
  • Established C-level relationships with 3PL/carrier companies
  • Experience working with a SaaS or platform product, preferred
  • Comfortable presenting to executive leadership and in a large group
  • Ability to be strategic, but still roll up your sleeves to accomplish what needs to be done
  • Highly organized with a strong sense of urgency to meet deadlines
  • Some travel for key customer meetings and events
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Technology we use

  • Engineering
    • JavaLanguages
    • JavascriptLanguages
    • KotlinLanguages
    • PythonLanguages
    • ReactLibraries
    • SpringFrameworks

Location

Located in the iconic art deco Merchandise Mart on the Chicago river and central to high energy restaurants, retail, and accessible public transit.
How project44 makes the world run faster, one global network at a time
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What are project44 Perks + Benefits

Culture
Volunteer in local community
Partners with Nonprofits
Friends outside of work
Eat lunch together
Daily stand up
Team owned deliverables
Team based strategic planning
Group brainstorming sessions
Open office floor plan
Health Insurance & Wellness Benefits
Dental Benefits
Vision Benefits
Health Insurance Benefits
Life Insurance
Wellness Programs
Onsite Gym
Retirement & Stock Options Benefits
401(K)
Company Equity
Vacation & Time Off Benefits
Generous PTO
Paid Volunteer Time
Paid Holidays
Paid Sick Days
Perks & Discounts
Casual Dress
Commuter Benefits
Game Room
Stocked Kitchen
Happy Hours
Fitness Subsidies
Professional Development Benefits
Job Training & Conferences
Lunch and learns
Promote from within
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