Customer Success Manager (Melbourne/Sydney Australia)
Logixboard
Customer Service, Sales & Business Development
Australia
Posted on Saturday, June 15, 2024
About Logixboard:
Logixboard is a white-labeled customer experience software that is transforming how the $2 trillion freight forwarding industry operates. In a highly competitive and technologically antiquated industry undergoing rapid digitalization, we are providing freight forwarders with the only white-labeled and integrated customer experience software available to the market today. Our software enables freight forwarders to deliver world-class digital experience to their customers, which propels them far ahead of their competition and dramatically increases customer retention and sales. Our customers absolutely love our platform, and we're experiencing tremendous growth both in new customers and in funding, with over $50 million in capital raised to date.
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 as a CSM at Logixboard is to 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. Logixboard has been and will continue to be successful with a team of people who are entrepreneurial minded, creative and Innovative thinkers. Logixboard CSMs need to be decisive, proactive, solution-forward problem solvers and have the ability to pragmatically solve difficult objections.
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.
You will:
- Spearhead the rollout and implementation of comprehensive training programs to empower our customer community with the latest advancements in our product portfolio.
- Establish partnership KPIs and onboarding new customers for long-term success with a focus on driving platform adoption and revenue growth throughout the entirety of customer journey
- Escalate client needs where applicable, including determining solutions and resources
- Gather and analyze clients’ feedback and share that feedback with internal teams to help us continually incorporate the voice of our customers in our product development roadmap
- Lead new customer onboarding, client platform trainings and ongoing ad-hoc training required to drive long-term customer value
- Provide strategic recommendations on ways Logixboard can support our customer’s success
- Implementation of new customers
- Regularly educate/enable C1s on how to use Logixboard effectively
- Constantly monitor customer health with data (both externally and internally)
- Own and run Sales Enablement sessions
- Communicate new updates and features of Logixboard and how it will positively impact pointed personas (Operators, Sales and Marketing)
- Support the content development of Success Plans and Value Reviews (provide data to support the story)
We're looking for:
- At least 2+ years of experience in the global logistics industry
- 2+ years of direct customer engagement experience
- 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
At Logixboard, we believe that people come first and we are committed to building teams that represent a variety of backgrounds, perspectives and skills. We highly encourage under-represented and traditionally marginalized communities to apply. Together, we will create and maintain working and learning environments that are inclusive, equitable and welcoming. If you require assistance or accommodations in the application or interview process, please contact recruiting@logixboard.com.
