Job Description
As a Senior Customer Success Manager for the Americas region, you will be responsible for building and maintaining strategic relationships with major accounts, driving business growth. Your focus will be to ensure high levels of client satisfaction, foster long-term partnerships, and expand business opportunities. This role requires an onsite presence at the client’s location to engage with key stakeholders, including Senior Business Users, Legal, Procurement, IT, and other relevant departments.
Key Responsibilities
- :Strategic Relationship Management : Establish and nurture long-term relationships with key accounts, ensuring a deep understanding of client needs and aligning our solutions to their business objectives
- .Business Development : Identify and capitalize on new business opportunities and ad-hoc projects, driving revenue growth and ensuring the achievement of sales targets for the account
- .Client Onboarding & Implementation : Oversee seamless client onboarding and successful implementation of value-added services, ensuring a smooth transition and high customer engagement
- .Customer Retention & Expansion : Develop and execute strategies to enhance customer satisfaction, retention, and loyalty by proactively addressing any concerns and providing tailored solutions
- .Performance Tracking & Reporting : Monitor and analyze key performance metrics, offering actionable insights and recommendations for continuous improvement
- .Onsite Client Engagement : Maintain a strong onsite presence at client locations, fostering in-person relationships, addressing real-time issues, and identifying opportunities for enhanced collaboration
- .Industry Expertise & Advisory : Leverage deep knowledge of the Cargo Logistics industry, particularly Air Cargo, Ground Handling, and Freight Forwarding, to provide strategic guidance and drive digital transformation
.
Required Qualification
- s:Experienc e: 5-10 years in Customer Success, Business Development, Account Management, or a related field. Experience in the Air Cargo, Ground Handling, or Freight Forwarding industry is preferred. Additional expertise in the SaaS technology sector or with a relevant vendor is a plu
- s.Industry Knowledg e: Strong understanding of the Cargo Logistics industry, specifically in the Americas region, with insights into market trends, regulatory requirements, and operational challenge
- s.Client Relationship Managemen t: Demonstrated success in managing and expanding enterprise-level client relationship
- s.Sales & Business Acume n: Ability to identify new business opportunities and drive revenue growth through consultative sellin
- g.Leadership & Team Managemen t: Experience leading and mentoring teams across different function
- s.Communication Skill s: Excellent verbal and written communication skills, with the ability to engage effectively with stakeholders at all level
- s.Problem-Solvin g: Strong analytical and decision-making abilities, with a proactive approach to resolving client challenge
- s.Educatio n: Bachelor’s degree in Business Administration, Logistics, or a related field. A Master’s degree is an advantag
- e.Certification s: Relevant certifications in Customer Success, Account Management, or Business Development are desirabl
e.
KPI Deliverabl
- es:Revenue Target Achieveme nt: Consistently meeting or exceeding set revenue and business growth targe
- ts.Client Satisfaction (CSAT) Sco re: Maintaining high customer satisfaction through proactive engagement and service excellen
- ce.Customer Lifetime Value (CL V): Maximizing long-term value and retention of key accoun
- ts.Growth in Monthly Recurring Revenue (MR R): Increasing revenue from existing accounts through upselling and cross-selling strategi
- es.Customer Success Qualified Leads (CSQL s): Generating new business opportunities through proactive client engagement and relationship manageme
nt.
Preferred Qualificati
- ons:Experience working with large enterprises in the Americas reg
- ion.Proven ability to drive business growth and client success in a competitive mar
- ket.Ability to thrive in a fast-paced, dynamic environm
- ent.Strong leadership capabilities, with a track record of mentoring junior team memb
- ers.Self-motivated with a results-driven appro
ach.
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