Customer Success Manager

Application Deadline: 31 March 2024

Department: Customer Success

Employment Type: Permanent - Full Time

Location: Oslo (NO), Hamburg (DE), or London (UK).

Description

What you will be doing

• Lead the lifecycle management of assigned accounts and ensure timely renewals.
• Continuously work with data and other internal tools, define and implement metrics to monitor your territory performance and take action accordingly to manage at risk accounts and develop advocates.
• Review and report on usage, adoption and customer health metrics.
• Conduct continuous business/account reviews to share positive outcomes and identify growth opportunities.
• Drive retention and growth among our customers by understanding their business needs and helping them succeed.
• Provide ongoing training and best practices to customers.
• Work cross-functionally with marketing, sales, product management to ensure the best Xeneta experience is delivered to the customer.
• Identify and implement customer success projects or programs that interest you.

Your profile and experience

• Understand the DNA of what makes a customer tick, and the entire lifecycle of the customer from 3+ years of experience working in logistics, supply chain or container shipping (ocean and/or air freight).
• Experience working with B2B SaaS product.
• Excellent English skills, written and oral.
• Good negotiation skills and not afraid to take risks.
• Customer obsessed mind-set and strong appreciation for entire customer journey.
• Ability to connect with other functions in the business, for example marketing, sales, product, etc. to create a seamless end to end customer experience.

• Creative and resourceful problem-solving skills.
• Ability to learn and quickly integrate new often technical information.
• Ability to work in a diverse and flexible culture with a global outlook.
• A strong ‘willing to go the extra mile’ and ‘get it done’ work ethic and attitude.
• Self-starter & adaptable: thrives in a dynamic, fast-paced environment. Able to overcome ambiguity.
• Superb interpersonal skills, including the ability to quickly build rapport with colleagues, both customers and strategic partners.
• Excellent communication skills, able to communicate confidently, pleasantly and concisely in verbal, written and presentation formats.
• Collaboration: the ability to work across a broad range of functions internally and externally to deliver value to our customers.

What we offer

• We will help you grow your career: We help you identify areas of growth for you, whether you want to grow as a specialist in your field or eventually want to go into a leadership/management role.
• We have a transparent and open work environment where everyone is empowered to make an impact and encouraged to voice their ideas.
• Keeping true to our value, “Xeneta is one,” we regularly organize social events, including global company trips, breakfast gatherings, Friday after-work-socials, and weekly quizzes.
• You will enjoy our generous vacation plan: 5-10 extra paid days off around public holidays throughout the year and 20 days PTO.
• We offer dental, vision and medical insurance with 3 tiers based on deductible and premium. There’s an option where Xeneta covers 100% of the plan and two more where you can select the level of deductible/premium.
• You will receive an individual education budget and can educate yourself during work hours: you can spend several hours each month attending courses, reading books or getting involved in communities. 
• We value work-life balance and want to make sure you can spend quality time with your family or enjoy your hobbies when your workday is over.