About the Senior Customer Success Manager Position:

The Customer Success Team is the foundation of the Customer experience at Stord. As a Senior CSM you will not only be the first point of contact with several of Stord’s largest enterprise Shippers, but you will also manage a team of Customer Success Managers. In this player/coach model, you both be the escalation point for your direct report’s Shippers, but you will also set the strategy, satisfaction and growth of our Enterprise customers, working with them to make sure they understand and are fully realizing the value of the Stord Network and all its service offerings. You will do this by being responsible for the retention, satisfaction and growth of our customers, and will work closely with several internal teams to make sure Stord is improving our customers' experience via enhancements, product offerings and process improvements. You will also support your CSM direct reports in these same activities, all with the goal of creating stickiness with Stord’s customers and building strong, authentic relationships with Stord’s customers.

What You'll Do:

• Own the post-launch experience of a handful of Stord’s largest and most well-known brands. This means supporting their growth, strategizing to solve problems, and integrating Stord deeply into their supply chain
• Manage one to three direct reports, supporting, coaching and developing them as Customer Success Managers with smaller accounts
  • Serve as the first point of escalation for your direct reports’ accounts, when needed
• Focus on our customer’s experience, and continually work to better their customer experience and use any feedback to elevate Stord’s service offerings
• Partner cross functionally with our warehouse operations, network planning, sales, finance, implementations and product teams to drive customer obsession, continuous improvement and satisfaction
• Build out strategy, content and internal and external participation in MBRs, QBRs and Strategic Planning sessions
• Build authentic relationships with all levels of external partners: from C-suite to day to day contacts and understand where improvements can be made and how Stord can support
• Collaborate with internal partners to Build for the Long term, creating and updating solutions and processes to fit our Shippers’ ever-changing needs
• Address any financial or billing disputes; working with both Finance and Legal to quantify the disputes and define what resolution is appropriate based on the business and liability in the situation
• Support Account Executives in uncovering and scoping new business opportunities or expansion plans
• Documentation of all findings, requests, escalations in ClickUp and assigning necessary internal partners
• Sending, aggregating data and creating action items from automated feedback mechanisms such as NPS

What You'll Need:

• Bachelor’s Degree in Business or related field
• 6+ years of experience working in an Account Management or Customer Success capacity; preferable in the Supply Chain or Logistics industry
• Experience working within Salesforce, ClickUp, Excel, and Slack