Customer Success Advisor

The Customer Success Advisor will be responsible for ensuring the success and satisfaction of clients by building strong relationships, understanding their needs, and guiding them towards achieving their business goals through the use of technology solutions. They will act as the primary point of contact for customers, leading the onboarding process, providing training and resources, and developing success plans tailored to each customer's objectives. The Customer Success Advisor will also gather feedback to inform product development, identify upselling opportunities, and ensure timely renewals. Strong communication, technical acumen, problem-solving skills, and a passion for delivering outstanding customer experiences are essential for success in this role.

• Establish and nurture strong relationships with key customers, acting as their primary point of contact for all post-sales interactions.
• Understand each customer's business objectives, challenges, and success criteria to align our technology solutions with their needs effectively.
• Lead and coordinate the onboarding process for new customers, ensuring a smooth and seamless implementation of our products and services.
• Guide customers through the adoption phase, providing training, resources, and best practices to maximize the value they receive from our solutions.
• Collaborate with customers to develop and execute comprehensive success plans tailored to their specific business objectives and growth strategies.
• Regularly review and update success plans to accommodate changing customer needs and goals.
• Monitor customer usage and engagement with our products to identify any potential issues or areas for improvement.
• Proactively address customer concerns and challenges to prevent escalations and ensure customer satisfaction.
• Act as the voice of the customer within the company, gathering feedback and insights to inform product development and improvement.
• Champion customer success stories and case studies to showcase the value of our solutions to existing and potential clients.
• Collaborate with the sales team to identify upselling and cross-selling opportunities with existing customers.
• Ensure timely and successful renewals by engaging with customers, understanding their evolving needs, and demonstrating the ongoing value of our products.
• Conduct customer satisfaction surveys and gather feedback to continuously improve our services and customer experience.
• Utilize feedback to implement process improvements and optimize customer success strategies.

• Bachelor's degree in a relevant field (e.g., Business, Marketing, Computer Science) or equivalent work experience.
• Proven experience in customer success, account management, or a related customer-facing role within the technology industry.
• Strong technical acumen to understand and effectively communicate technical concepts to customers.
• Exceptional communication and interpersonal skills with the ability to build trust and rapport with customers at all levels.
• Results-oriented with a track record of meeting and exceeding customer success metrics.
• Problem-solving mindset with the ability to identify and resolve issues efficiently.
• Strong organizational skills and attention to detail to manage multiple customer accounts simultaneously.
• Familiarity with customer success tools and platforms is a plus.
• A passion for freight technology and a desire to stay updated on industry trends.

• Base + Annual Bonus + Stock Options
• $4,224 annual Employer Health Insurance - medical, dental, vision, life insurance available
• Unlimited PTO
• Monthly catered lunch
• Fully stocked pantry of snacks and fridge full of drinks
• Annual Christmas Party
• Quarterly Team-building Outings
• Professional Development