Senior Customer Success Manager -Be the Voice of the Customer |

Senior Customer Success Manager -Be the Voice of the Customer | Andheri, Maharashtra, India 10 - 12 Years Full Time

Job Description

Join Kale Logistics Solutions

Incorporated in 2010, Kale Logistics Solutions is a trusted global cloud-based tech provider for several Fortune 500 companies worldwide, offering a comprehensive suite of tech solutions for the logistics industry. With in-depth domain knowledge and technical expertise, Kale has created a suite of comprehensive enterprise systems and Cargo Community Platforms, which offer a single electronic window capable of supporting operational flows, percolating data to various stakeholders, and facilitating the paperless exchange of trade-related information between stakeholders.

Kale’s community and enterprise solutions cater to a wide network of Logistics Service Providers (LSPs) and help strengthen and improve their operational and business capabilities. With offices in India, UAE, Kenya, Netherlands, and North America with 5,500+ clients worldwide across 40 countries, Kale Logistics Solutions is a major player in the industry.

About the Role

As a Customer Success Manager/Sr Manager, you will be responsible for cultivating and maintaining relationships with Key major accounts, identifying new business opportunities, and leading a team of Account Managers and dotted line reporting of developers, testers, and subject matter experts (SMEs). Your role will be crucial in ensuring client satisfaction and loyalty while driving business expansion. This position requires frequent visit to the client site to build strong relationships with key stakeholders across the organization, including Senior Business Users, Legal, Procurement, IT, and other departments.

What You’ll Do

• Relationship Building: Develop and maintain strong, long-lasting relationships with key accounts, understanding their needs and ensuring their success with our products.
• Business Development: Identify and pursue new business opportunities and ad hoc projects to drive adoption revenue growth and achieve established cross sell / Upsell targets for the account.
• Team Management: Lead and mentor a team of Account Managers, developers, testers, and SMEs (with a dotted line reporting structure), ensuring alignment with company goals and the delivery of exceptional client service.
• Client Onboarding: Oversee the client onboarding process to ensure a seamless transition and successful implementation of our new value-added services .
• Customer Retention: Develop strategies to enhance customer retention and loyalty, addressing any issues promptly and effectively.
• Performance Monitoring: Track and report on key performance metrics, providing insights and recommendations for continuous improvement.
• Client Site Engagement: Plan onsite visits to the client location periodically, strengthening relationships with key individuals and addressing any concerns or opportunities in real-time.
• Industry Expertise: Leverage your knowledge of the Cargo Logistics industry, particularly in Air Cargo, Ground Handling, or Freight Forwarding, to provide valuable insights and solutions to clients.

Who You Are

• Experience: A minimum of 15-20 years in customer success, business development, account management, or a related discipline. Preferred experience in the Air Cargo industry, with additional expertise in the SaaS technology sector or with a relevant vendor .
• Industry Knowledge: Deep understanding of the Cargo Logistics industry, with specific experience in Air Cargo, Ground Handlers, or Freight Forwarding agencies.
• Relationship Management: Proven track record of building and maintaining strong client relationships.
• Business Acumen: Strong business development skills, with the ability to identify and capitalize on new opportunities.
• Leadership: Experience managing and mentoring a team.
• Communication: Excellent verbal and written communication skills.
• Problem-Solving: Strong analytical and problem-solving abilities.
• Education: Bachelor’s degree in business administration, Logistics, or a related field. A Master's degree is a plus.
• Certifications: Relevant certifications in customer success, ITIL related or account management are advantageous
• Churn Management & Customer Retention
• CSAT Score (Client Satisfaction Score)
• Customer Lifetime Value
• Monthly Recurring Rate
• Customer Success Qualified Leads

These KPIs align with the core responsibilities and objectives of the Customer Success Manager role focusing on client satisfaction, revenue growth, team performance, and proactive client engagement.

Preferred Qualifications

• Experience working with large-sized organizations.
• Proven track record of achieving business growth and client satisfaction.
• Ability to work in a fast-paced and dynamic environment.
• Strong leadership skills and the ability to mentor junior team members

Why Join Us

• Empowerment and Growth : We provide opportunities for continuous learning and development to help you perform at your best.
• Inclusive Culture : We celebrate diversity and create an inclusive environment where everyone feels valued and respected.
• Innovation : Be part of a team that is driving innovation in the logistics industry with cutting-edge technology solutions.
• Global Impact : Work on projects that have a significant impact on global trade and logistics, contributing to the efficiency and sustainability of the industry.