Strategic CSM
Portcast
- Luxembourg
- CDI
- Temps-plein
- Building and nurturing strong, strategic partnerships with clients, ensuring they view Portcast as an integral part of their business strategy.
- Proactively identifying expansion opportunities, leading to an increase in adoption and customer satisfaction.
- Driving client retention through high engagement and value realization, resulting in a strong NPS.
- Successfully navigating complex client needs and feedback to continuously improve our solutions and customer experience
- Own the full customer lifecycle, from onboarding to renewal, ensuring a smooth, positive, and impactful experience.
- Serve as a trusted advisor to our clients, particularly in aligning our solutions with their strategic goals and addressing their unique challenges.
- Collaborate with cross-functional teams, including product and engineering, to channel customer feedback and drive improvements that enhance Portcast's value proposition.
- Develop and execute success plans tailored to each client, conducting regular check-ins, QBRs, and strategic sessions to drive adoption and satisfaction.
- Analyze customer data and metrics to provide actionable insights and continuously improve the client journey.
- Identify and act on expansion opportunities within accounts, contributing to Portcast’s revenue growth and customer retention objectives.
- A bachelor's or master's degree or equivalent, ideally with specialization in Business, Marketing, Engineering, Computer Science, or related disciplines.
- 5+ years of experience in customer success, sales, or account management within a B2B SaaS environment (experience with AI/data solutions and the LogTech or shipping industry is a plus).
- Proven ability to manage complex, strategic customer relationships, with a focus on driving outcomes that align with both customer and company goals.
- Exceptional communication and consultative skills, with the ability to effectively engage and influence senior stakeholders in enterprise organizations.
- Strong analytical skills and comfort working with customer success metrics to track and enhance client performance.
- Empathy, patience, and urgency to understand and address customer needs effectively.
- A collaborative, problem-solving mindset with the ability to adapt in a fast-paced, innovative environment.
- Self-starter with the ability to take ownership of the account/CS process from end to end, capable of working autonomously and driving results without constant oversight.
- Understanding of the logistics & supply chain industry, specifically on real-time transportation visibility platforms is a plus.
- Work alongside & learn from best in class talent
- Opportunity to make a positive impact
- Fantastic work culture