Why project44?   

At project44, we revolutionize supply chains with our High-Velocity Supply Chain Platform. As the connective tissue of the supply chain, project44 optimizes global product movement, delivering unparalleled resiliency, sustainability, and value for our customers. We operate the world's most trusted end-to-end visibility platform, tracking over 1 billion shipments annually for 1,300 leading brands across various industries, including manufacturing, automotive, retail, life sciences, food & beverage, and oil, chemical & gas. Our High-Velocity platform eliminates supply chain friction, enabling sophisticated inventory control, exceptional customer experience, and predictive analytics through machine learning and automation.

project44 is looking for a digital-savvy Senior Customer Success Manager

About The Role 

• You will act as the primary owner of a base of tech-touch customers and create a customer lifecycle journey for customers in this group. 
• You will be amongst the first product specialists in this relatively new role, and therefore be able to help develop and craft the strategy. 
• You will be responsible for the research, planning, coordination, and execution of launching tech-touch customer success service programs to drive on-boarding, engagement, renewal, and expansion. 
• Drawing on usage data and other information, you will craft a segmented approach to engaging and providing self-guided solutions to tech-touch customers. 
• Once established, you’ll continue to optimize consumption, adoption and monitor measures to understand how we’re doing and how we can learn and improve. 
• You will help our tech-touch customers feel valued and supported through targeted emails, health scores, usage triggers etc – creating a tailored yet scalable approach to customer success of this segment of customers. 
• You'll have the opportunity to collaborate cross functionally (Product, Carrier-facing teams etc.) and support your teammates on projects and through knowledge sharing. 
• You'll contribute to the product input feedback process to ensure constant and valuable customer input is available to the team and advocate and prioritize as required. 
• Shift Timings: 4pm IST to 1am IST (You will be managing North American customers)
   

About You 

Basic Qualifications 

• 5+ years relevant work experience in a Customer Success Tech Touch, Product Specialist, or Project Management role 
• Experience working in SaaS companies
• Experience working with Logistics Service Providers (LSP)

Other Qualifications 

• Motivated to learn and grow knowledge around all aspects of a successful product, project and transformational change in organizations 
• Good interpersonal skills; internal and external, written and verbal communication are important in this role 
• Ability to present and interact with business teams with ease and integrity 
• Analytical and process-oriented 
• A desire to incorporate feedback and personally grow as a team member 
• Experience with Jira and salesforce is highly preferred 

Technologies We Use 

• Jira 
• Confluence 
• Zendesk 
• TextExpander 
• Salesforce

Work from office expectations: This role requires you to operate from office all 5 days in a week.

Diversity & Inclusion: 

At project44, we're designing the future of how the world moves and is connected through trade and global supply chains. As we work to deliver a truly world-class product and experience, we are also intentionally building teams that reflect the unique communities we serve. We’re focused on creating a company where all team members can bring their authentic selves to work every day. 

We’re building a company that every one of us at project44 is proud to work for, and our journey of becoming a more diverse, equitable and inclusive organization, where all have a sense of belonging, is shaped through the actions of our leadership, global teams and individual team members. We are resolute in our belief that each team member has an equal responsibility to mold and uphold our culture. 

project44 is an equal opportunity employer seeking to enrich our work environment by creating opportunities for individuals of all backgrounds and experiences to thrive. If you share our values and our passion for helping the way the world moves, we’d love to review your application! 

For any accommodation needed during the hiring process, please email heena.mehta@project44.com. Even if you don’t meet 100% of the above job description you should still seriously consider applying. Studies show that you can still be considered for a role if you meet just 50% of the role’s requirements. 

Why project44? 

At project44 we’re on a mission - to make supply chains work. 

project44 optimizes the movement of products globally, delivering better resiliency, sustainability, and value for our customers. As the supply chain connective tissue, we operate the most trusted end-to-end visibility platform that tracks more than 1 billion shipments annually for the world’s leading brands. The undisputed leader in the market, project44 was named the Leader in the Gartner Magic Quadrant, #1 in FreightWaves’ FreightTech 25, and the Customer’s Choice in Gartner Peer Insights’ Voice of the Customer report. project44 is headquartered in Chicago with a diverse and fast-growing, global workforce. 

If you’re eager to be part of a winning team that works together to solve some of the most challenging supply chain challenges every day, let’s talk. 

Key Accountabilities 

• The Customer Success Manager (Sr. Manager/Principal) will serve as the primary interface between project44 and a designated portfolio of accounts 
• Your core responsibility is to ensure our customers receive value through adoption of our products and services 
• You will succeed in the role by executing the following activities, but not limited to... 
  • Execute regular touchpoints with daily users and senior leadership aimed at monitoring and delivering value-driven initiatives 
  • Proactive management of customer health metrics and overcoming engagement obstacles as they emerge 
  • Intimate understanding of our customer’s strategic business priorities to ensure continued and expanding partnership 
  • Maintain a deep familiarity of project44’s offering, resources and product development 
• You will be responsible for delivering business outcomes related to the growth and retention of your assigned portfolio 
• Closely monitor contract renewal forecasts and collaborate cross functionally with your sales counterparts to ensure timely and full renewal 
• Uncover, develop, and maintain account expansion opportunities 
• This position will be evaluated on the achievement of critical business outcomes of your portfolio, not limited to... 
  • Contract renewal 
  • User adoption and value realization performance 
  • Portfolio growth 
• You will coordinate, prepare and deliver best-in-class Executive Business Reviews on a regular basis while engaging a broad cross-functional team 
• Develop detailed, accurate annual forecasts for portfolio revenue  
• Establish relationships with leadership across sales, services, product, channel, and support leadership to ensure cross-functional alignment at scale 
• Deliver against Key Performance Indicators (KPI) as aligned to V2MOM and Executive Charter 
• Partner with Sales Executive and Leadership to ensure process, reporting and execution align to meet customer’s needs 
• Support a culture that encourages and motivates members to achieve their maximum  
• Build strong operational rigor around goal setting, measurement, and accountability 

Requirements 

• 7+ years of progressive customer facing experience 
• History of demonstrated comfort engaging a wide spectrum of customer personas from daily users to C-suite 
• Possess a business acumen capable of delivering independent business challenge diagnosis, success planning and cross-functional mobilization 
• Embodiment of a growth mindset in all aspects of your daily performance 
• Executive-ready communication skills in a variety of mediums (virtual/in-person) and the ability to handle interactive customer-facing engagements aimed at conveying value in the present and future state 
• High degree of intellectual curiosity and inquisitive nature – you are a critical thinker who is always looking for a way to make things work better 
• Strong project management skills - you keep all the moving pieces organized and on time 
• A deep passion for peer leadership and delivering results with a cross-functional team 
• Ability to understand complex business goals and deliver creatively impactful solutions 
• Prior experience supporting Fortune 500 customer relationships/accounts 

Preferred Skills 

• 10+ years in performance consulting, supply chain SaaS, or senior level customer success experience with a complex SaaS/technology solution 
• Experience making data driven decisions and ability to pivot as priorities change 
• High degree of competency and comfort in ambiguous and autonomous work environments 
• Familiarity with various tools such as Microsoft office suite, Salesforce, Tableau 
• 4-year degree required; advanced degree preferred 

Diversity & Inclusion

We're designing the future of how the world moves and is connected through trade and global supply chains. We can only deliver a truly world-class product and experience if our teams are as diverse and unique communities we are building for. So it's up to us to create a company where anyone can bring their authentic self to work everyday. We're constantly working to improve, and we accept our responsibility to elevate the voices left in the margins. It's on every one of us.

Our focus on inclusion manifests in the way we hire, the customers we serve, and the regions we prioritize. We're building a company that every one of us at project44 is proud to work for: a company that celebrates you for being you.

We pride ourselves on celebrating everyone — project44 is an equal opportunity employer actively working on creating a diverse and inclusive work environment where underrepresented groups can thrive. If you share our values and our passion for helping the way the world moves, we’d love to review your application!

For any needed accommodations during the hiring process, please email recruiting@project44.com. Even if you don’t meet 100% of the above qualifications, you should still seriously consider applying. Studies show that you can still be considered for a role if you meet just 50% of the role’s requirements.

More about project44

Since 2014, project44 has been transforming the way one of the largest, most important global industries does business. As transportation and logistics continues to evolve and customer expectations around delivery become more demanding, industry technology must rise to the occasion. In just a few short years, we’ve created a digital infrastructure that eliminates the inefficiencies caused by dated technology and manual processes. Our Advanced Visibility Platform is used by the world’s leading brands to track shipments, collaborate with supply chain partners, drive operational efficiencies, and create outstanding customer experiences.