Job Description

CUSTOMER SUCCESS MANAGER

ROLE SUMMARY

The XPDEL® Customer Success Manager (CSM) role requires a combination of strategic thinking and hands-on execution focused on helping our customers to maximize the value of the partnership with XPDEL. This is a post-sales role that is part of the Customer Experience function and focused on promoting customer satisfaction, continuous business growth, and on ensuring ongoing services are provided to meet and exceed each customer’s expectations. The CSM functions as the customer’s business partner and will work closely with the customer to understand their business, effectively providing tactical and strategic counsel to ensure not only existing expectations are met and exceeded but to also identify and plan to leverage potential opportunities. The CSM amplifies the voice of the customer, driving current solutions while collaborating to plan and execute future growth strategies. As a “Growth Ninja,” the Customer Success Manager is an expert business strategist and passionate evangelist of the XPDEL® family of products and services, ensuring that the XPDEL® and Customer partnerships are successful.

You will report to the Sr. Customer Success Manager and will collaborate across all XPDEL team functions to ensure a world-class customer experience. The CSM is responsible for modeling the company’s guiding principles and values and for promoting the company culture. This is a remote position.

KEY RESULT AREAS

CUSTOMER SUCCESS

• Collaborate with partners to build & develop action plans, goals, and business strategies that ensure goals are met and exceeded
• Manage weekly performance of all accounts through effective data analysis and communicate findings and solutions to customers and the XPDEL® team
• Monitor daily/weekly/monthly fulfillment performance, highlighting underperforming/over-performing and reporting back to the Sr. Customer Success Manager
• Responsible and accountable to ensure existing business growth targets for assigned customer partnerships accounts are met through strategic planning and daily execution
• Amplifies the customer’s voice to ensure continuous improvement and incremental business growth
• Develop close working relationships with each customer partner applying the XPDEL® brand standard approach, working closely with customer partners to gain all reporting information & consumer insights possible that will help to shape the future of our business priorities and ensure customer success
• Maximize potential sales opportunities and be aware of the customers’ activities and promotions, category sales, and any on-going revenue-generating programs we can support, promote, and leverage
• Identify business opportunities to increase brand visibility and presence and in turn drive sales through the close connection with the sales and onboarding teams.

REQUIREMENTS

• Experience in product management lifecycle from requirements through delivery
• Ability to quickly learn account management tools and demonstrate a working knowledge of the products
• Ability to work with the customer to map the features that are necessary for them
• Experience with project management and communicating with customers
• Excellent written and verbal communication skills
• High Ownership and Servant Leadership approach
• Is excited and have fun with customer engagements!

XPDEL, Inc. is one of the world’s leading providers of eCommerce Supply Chain and Logistics Consulting Services and Solutions that enables its customers to transform their operations for speed, service, and cost of fulfillment and delivery of goods and services. XPDEL is based in Westlake Village, CA with a global technology hub in India. It currently serves customers in the US, Latin America, and Asia.

XPDEL is committed to an inclusive workplace that does not discriminate against race, nationality, religion, age, marital status, physical or mental disability, sexual orientation, gender, or gender identity. We believe in diversity and encourage any qualified individual to apply. We are an EEOC Employer.

Company Description

Become a key member of an exemplary Supply Chain and Logistics company. If you love a dynamic, fast-paced environment, where clients are the focus, and your growth is in your hands, this is your new career company. We provide speed, service, cost fulfillment, and delivery of goods and services in the US.