About the Customer Success Manager Position:

The Customer Success Team is the foundation of the Customer experience at Stord. As a CSM you will be the first point of contact with several of Stord’s largest enterprise Shippers. In this role, you will set the strategy and support the 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 and satisfaction 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.

As a Customer Success Manager you will strive to deliver a solution oriented approach to the shipper experience with the goal of creating stickiness with Stord’s customers and building strong, authentic relationships.

What You'll Do:

• Own the post-launch experience of a Stord’s customer base. This means supporting their growth, strategizing to solve problems, and integrating Stord deeply into their supply chain
• Focus on our customer’s experience, and continually work to better their customer expectations 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 on-sites
• 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 customers’ 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 Management in uncovering and scoping new business opportunities or expansion plans
• Documentation of all findings, requests, escalations internally and externally; assigning ownership and assessing resolution over time
• 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
• 4+ years of experience working in an Account Management or Customer Success capacity; preferable in the Supply Chain or Logistics industry
• Experience working within Salesforce, Excel, Slack, and highly organized
• Self Initiative: A self-driven approach by seeking out opportunities without waiting for direction
• Strong Communication Skills: Exceptional verbal and written communication abilities to effectively convey information, actively listen, and build rapport with external customers and internal colleagues
• Cross-Functional Collaboration: Proven experience working collaboratively with diverse internal teams, ensuring seamless information sharing and alignment towards common objectives
• Customer-Centric Mindset: A deep understanding of customer needs and a commitment to delivering excellent customer experiences through clear and empathetic communication.
• Detail-Oriented: Keen attention to detail to meticulously track project progress, identify potential risks, and implement strategies to mitigate them proactively.
• Ability to travel up to 25%

Bonus Points:

• Prior Supply Chain or Logistics experience
• Experience providing a solution oriented Customer Service
• Located in Atlanta, GA (Highly preferred, not required)