Customer Success Representative - Remote

Overview

We are seeking a dedicated and proactive Customer Success Representative to join our team. In this role, you will be responsible for ensuring our clients achieve significant productivity improvements by leveraging our AI assistants. You will act as a trusted advisor, building strong relationships throughout the supply chain. Your expertise in both carrier and customer relationship management will be crucial in driving customer satisfaction and retention.

In Short

• Serve as the dedicated contact for assigned 3PLs, Carriers and Freight Brokerages, building strong relationships and understanding their unique challenges.
• Monitor client user activity and proactively address adoption gaps or inefficiencies.
• Conduct regular check-ins to gather feedback, provide insights, and offer strategic recommendations.
• Utilize that real-time feedback to help train the AI Agent platform.
• Analyze the customer data to identify trends, insights, and areas for improvement.
• Collaborate with customer solutions and engineering teams to ensure seamless onboarding and integration of new clients.
• Communicate effectively with clients regarding product updates, best practices, and support resources.
• Facilitate project management initiatives to drive successful implementation of solutions.
• Provide feedback to internal teams on customer experiences to enhance service offerings.
• Act as the primary point of contact for client inquiries, resolving issues promptly and efficiently.

Requirements

• Industry Knowledge: Experience in freight brokerage, logistics, or transportation technology preferred.
• Customer-Centric Mindset: Strong ability to empathize with clients and client vendor partners to anticipate needs, and drive proactive engagement.
• Tech-Savvy: Comfortable navigating various TMS systems and 3rd party applications commonly used by freight intermediaries.
• Communication & Problem-Solving: Ability to explain complex concepts in simple terms and resolve customer pain points effectively.
• Bias for Action: Ability to work in a fast-paced environment and adjust to changing customer needs. Proven experience in freight brokerage account management or customer/carrier relationship management.
• Teamwork: Demonstrated ability to work collaboratively across teams and manage multiple projects simultaneously.
• Resourcefulness: A proactive approach to problem-solving with a strong attention to detail.

Benefits

• We offer a variety of health, vision and dental benefits
• Stock Options
• Flexible time off
• On-site gym