Jr. Customer Success Manager

Overhaul Group Inc•Austin, TX

24d

About The Position

Overhaul is a supply chain integrity solutions company that allows shippers to connect disparate sources of data into the first fully transparent situational analysis engine designed for the logistics industry. Data that is transformed into critical insights can instantly trigger corrective actions, impacting everything from temperature control to handling requirements or package-level tracking, ensuring cargo arrives at its destination safely, undamaged, and on time. We are a dynamic, innovative, and fun team who is highly committed to our customers’ experiences and our Mission and Vision. We are looking for a technically savvy Junior Customer Success Manager (Jr CSM) who possesses a strong drive for results. Duties for the Jr CSM will include a range of tasks such as serving as a key account support in implementation, delivering and communicating ROI for the clients, maintaining ongoing customer success, establishing and maintaining client relationships, and minimizing churn. You should also be able to provide insights on client-to-business interactions, improve customer experience through ongoing product support, and handle customer complaints and requests. Successful candidates must be social, analytical, possess an aptitude for learning and be able to communicate clearly and effectively. The ideal Jr CSM should engage with customers; support an exceptional customer experience; maximize value; support and lead valuable data collection, analysis, and follow up; and serve as a key support across account stakeholders.

Requirements

3+ years in related client management role
Experience supporting structured QBRs
High attention to detail
Proficient in Microsoft Excel

Nice To Haves

Bilingual is a plus!

Responsibilities

Analyze customer data to improve customer experience
Understand customer outcomes by maintaining and growing relationship with client
Serve as a key support in sustaining business growth and profitability by maximizing value
Hold product trainings and demonstrations for customers
Serve as a key support in onboarding processes, ensuring on-time launches of new and existing services
Effectively interface at many levels between clients and the organization
Handle resolving customer requests, complaints, and escalations appropriately
Develop and improve customer training materials and operational playbooks
Continually monitor dedicated accounts and make data-supported optimizations to processes