Customer Experience Strategist

2 weeks ago

Sydney, New South Wales, Australia Logixboard Full time

About the Role

The Customer Success Manager plays a critical role within our Customer Experience organization. As a trusted advisor working closely with Sales, Operations and Marketing within our customer community, the CSM will provide proactive, ongoing guidance on the most effective application(s) and use of our solution.

Your Responsibilities

  • Help our customers identify opportunities to expand, protect and build their current portfolio by providing our customer's customers with an unmatched technology-driven solution and customer experience platform.
  • Partnering closely with Logixboard Account Managers, you will be fixated on our customer's identified objectives (and the achievement of those objectives) and provide dynamic guidance and suggestions that tie back to those goals throughout the entire customer journey to optimize the value of their investment.
  • Providing stimulating guided tutorials of our platform to ensure high enthusiasm and adoption is crucial to the success of this role.
  • This role requires someone who is self-driven and comfortable with ambiguity and uncertainty.

About You

The ideal candidate should have a level of experience within global logistics to confidently identify pains and present solutions unique to the industry. A high level of comfort with technology is critical, as well as strong presentation, problem-solving, and communication skills.

In order to be successful, you should be naturally inquisitive and are fulfilled by helping customers achieve and exceed their desired business outcomes. You should have a high level of business acumen and drive to identify growth and expansion opportunities to share with the Account Manager partner.

Key Responsibilities:

  • Spearhead the rollout and implementation of comprehensive training programs.
  • Lead new customer onboarding and implementation, along with establishing partnership KPIs and providing ongoing ad-hoc training.
  • Escalate client needs where applicable, including determining solutions and resources.
  • Provide strategic recommendations on ways Logixboard can support our customer's success by gathering and analyzing client feedback to help us continually incorporate the voice of our customers in our product development roadmap.
  • Regularly educate/enable C1s on how to use Logixboard effectively.
  • Constantly monitor customer health with data.
  • Own and run Sales Enablement sessions.
  • Communicate new updates/features of Logixboard and their value.
  • Work directly with customers to identify success criteria and create plans to help meet them.

Requirements:

  • At least 2+ years of experience in the global logistics industry.
  • 2+ years of direct customer engagement experience.
  • Experience working within SaaS/B2B.
  • Ability to present complex information in a clear and concise manner.
  • Ability to influence and collaborate across various departments.
  • Comfort in establishing yourself as a trusted advisor and apply consultative skills with customers.
  • Ability to pragmatically solve difficult problems.
  • Self-driven and comfortable with ambiguity and uncertainty.
  • Comfortable working with multiple remote teams, willing to work in a hybrid environment.
  • Thrives in fast-paced environments, prioritizing agility, and willingness to act.

Benefits:

  • Benefits are provided in compliance with National Statutory Requirements of Australia.
  • Employees have unlimited vacation.
  • We are a fast-growing startup where your position will have a direct impact on the business.
  • Generous parental leave.

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