Head of Customer Success

You will be joining Elchemy, a tech-enabled cross-border specialty chemicals marketplace with a vision to become the largest global specialty chemicals distributor focusing on discovery and fulfillment using a tech-first approach. The chemicals market is large and fragmented, facing challenges such as lack of trust, long lead times, quality uncertainty, and operational inefficiencies. With operations in over 40 countries and partnerships with numerous customers and suppliers, Elchemy has raised significant funding from renowned investors. As a Customer Success Specialist at Elchemy, your primary responsibility will be to oversee the post-sales customer journey. You will liaise with various teams to ensure the seamless execution of orders, provide timely updates to customers, and prioritize customer satisfaction at every interaction point. Your role will involve collaborating across sales, logistics, and operations to keep the customer at the forefront. Key Responsibilities: Customer Coordination & Support: - Serve as the main point of contact for customers post-sale, understanding their specific requirements and ensuring effective internal communication. - Collaborate with logistics, documentation, and finance teams to promptly address customer queries and issues. Order Tracking & Communication: - Keep customers informed about shipment updates, delivery schedules, and documentation status. - Proactively notify customers of any delays or deviations, offering timely resolutions. Internal Collaboration: - Work closely with Sales, Operations, and Supply Chain teams to align on customer expectations and deliverables. - Advocate for customer priorities within internal decision-making processes. Customer Experience & Retention: - Prioritize customer satisfaction by anticipating needs and offering proactive support. - Conduct post-delivery follow-ups to gather feedback and identify areas for improvement. Process Definition & Improvement: - Develop and implement scalable processes to enhance the overall customer experience. - Establish SOPs and customer playbooks for internal teams to ensure consistent support. Documentation & Compliance: - Ensure timely and accurate sharing of documentation (e.g., invoices, B/Ls, COAs) with customers. - Collaborate with compliance teams to meet export/import regulations as required. Issue Resolution and Audit: - Take ownership of customer complaints or escalations, ensuring swift and satisfactory resolutions. - Maintain records of recurring issues to identify trends and work on root-cause solutions collaboratively.,