Customer Success Specialist

Job Description

Designation : Customer Success Specialist / Manager Travel : Need basis (to meet Customers/prospects). Location : MEPZ, Tambaram, Chennai Office time : US Shift. About us : Newage Software ( www.newage-global.com) is well-known for its freight forwarding software and digitized back office services, which fulfill the ever-changing needs of freight forwarding and logistics industries. Our end-to-end freight forwarding SaaS-based ERP software and digitized back office services improve operational effectiveness, avoid cost leakage, and provide actionable insights to customers. Our digitized services are based on leading technologies and automation functionality, which work well for all types of companies like small, medium, and large businesses for their sales, finance, accounting, documentation, and customer operations. Newage has been serving customers worldwide for over 18 years and has become the foremost choice in the freight forwarding and logistics industry Job Description: Newage is looking for a passionate and strong Customer Success Specialist/Lead who will build strong customer advocacy with the existing customer base and be the voice of the customer. You will work very closely with the Implementation, Product Support and Sales teams. Key duties will include a broad range of tasks such as maintaining ongoing customer relationships and networking, implementing success programs, on-boarding and training clients, helping customers leverage the full benefits of our software/services, helping customers learn more about new offerings and most importantly minimizing churn or reduction of users/usage. The role has 3 key expectations: 1. Build, own, operate and execute the customer success function and take ownership and accountability for attaining the defined metrics and outcomes 2. Lead deep engagement with various customers across all our key segments and markets; work with a wide variety of customer stakeholders to ensure that they see everyday value and utilization of our software. Understand key challenges customers may have and work towards timely resolution and satisfaction. 3. Build deep collaboration with key NewAge functions including Delivery/Product Support and Sales/Sales Operations to ensure there is regular sharing of insights and execution actions needed to get to our goal of 0% reduction of churn and at the same time, work towards moving customers for higher utilization of software and potential upsell/s as defined by ongoing sales priorities Key Responsibilities: Periodic Health Checks with customers Tracking Software Renewals Manage Client Advocacy and develop brand loyalty for NewAge Organize Technical Enablement Respond to Escalations Track Collections Upsell Email Campaigns Customer Onboarding and Training On need basis travel to meet customers Ideal Candidates Profile: Bachelors/Master's degree Customer Success Management experience with a SaaS / Logistics software company is a plus Good functional knowledge of the Logistics, Transportation and Warehousing industry Excellent communication skills (both written and spoken English / Presentation/ Documentation) Familiarization with Digital Technologies Good team player (capacity to work in a worldwide, distributed team)