Customer Success Manager
Loop's mission is to simplify logistics payments. Loop is a connected finance platform to enable frictionless payments for one of the world's largest industries – logistics. Shippers, carriers and 3pls that onboard to Loop eliminate painful billing and payment errors – resulting in spending 4% less and an 80% increase in back office productivity. Loop's new logistics payment platform won’t just change how people pay. It’s going to fundamentally move logistics forward.
Loop has a product-obsessed team that enjoys building core infrastructure that impacts everyone. Investors include Index Ventures, Founders Fund, 8VC, Susa Ventures, Flexport, and 50 industry leading angel investors. The team is made up of talented individuals from technology companies like Uber, Google, Flexport, Intuit and Rakuten – as well as traditional logistics companies like CH Robinson.
About the Role
Each and every day the Customer Success team works to ensure that our clients are maximizing the value they are receiving from Loop. You will handle client onboarding, training, provide client support via email, phone and in person meetings, and be responsible for renewals. You will play a key role in identifying business opportunities and ways to improve our products and enhance customer experience and stickiness.
To do this, you will collaborate with teammates in all facets of the business – most notably Sales, Product and Data Science.
Ensure customers are receiving value from the service through product adoption and overall customer satisfaction
Customer onboarding (2-3 month process) including gathering of required documents, 3rd party credentials, and customer requirements and validation testing
Attending customer mid-point check-ins and final reviews with the goal of converting pilots into contracts
Support customers through managing disputes, claims, and other exceptions related to billing and payment transactions
Bring the voice of the customer to the product development team
Understand how customers are using the product and find ways for them to use it more effectively and increase ROI
Drive regularly scheduled check-ins, QBRs with customers while monitoring client satisfaction
Identify new business opportunities and develop account plans for ensuring customer retention and expansion
Maintain a trusted advisor relationship with each assigned client
Proactively identify changes we can make to our application to make our customers' lives easier
Work with Engineering, Product, Marketing and Sales teams to effectively communicate product functionality and messaging to customers and prospects
2+ years of work experience in operations, customer service, account management or sales in the logistics/transportation industry
Demonstrated experience in building rapport over the telephone and overcoming objections in a customer service environment required
Passion for technology and data
Obsessive attention to detail
Proven problem solving results
Excellent written & spoken communication skills
Benefits & Perks
Premium Medical, Dental, and Vision Insurance plans
Insurance premiums covered 100% for you
Fireside chats with industry leading keynote speakers
Off-sites in locales such as Napa and Tahoe
Generous professional development budget to feed your curiosity
Physical and Mental fitness subsidies for yoga, meditation, gym, or ski memberships