Customer Success Manager, USA 

About Exelot: Exelot is a pioneering company in the cross-border logistics industry, dedicated to revolutionizing the way businesses handle international shipping and logistics. We are expanding our footprint in the German B2B e-commerce market and are looking for a dedicated Customer Success Manager to join our team in the USA.

Responsibilities:

• Develop and maintain strong, long-lasting relationships with key customers to ensure their success with Exelot's logistics solutions.
• Serve as the main point of contact for customer inquiries, providing timely and effective solutions to their needs.
• Guide new customers through the onboarding process, ensuring a smooth and successful implementation of our services.
• Monitor customer health metrics to identify and address any issues proactively, preventing customer churn.
• Conduct regular check-ins and business reviews to assess customer satisfaction and identify opportunities for improvement.
• Collaborate closely with sales, support, and product teams to ensure a seamless customer experience.
• Provide training and resources to help customers maximize the value of our solutions.
• Collect and relay customer feedback to the product team to drive continuous improvement of our offerings.
• Track and analyze customer success metrics and KPIs, reporting on performance and providing actionable insights.

Requirements:

• Bachelor’s degree in Business, Logistics, or a related field (or equivalent experience).
• Proven experience in customer success, account management, or similar role in the logistics or B2B e-commerce industry.
• Strong understanding of cross-border logistics and international shipping processes.
• Excellent communication and interpersonal skills, with the ability to build relationships and influence stakeholders at all levels.
• Ability to understand and articulate complex technical concepts to non-technical users.
• Proficiency in CRM software and customer success platforms.
• Strong problem-solving skills and a proactive approach to addressing customer needs.
• Familiarity with data analysis and reporting tools to track customer success metrics.
• Ability to work independently and as part of a team in a remote work environment.

Preferred Skills:

• Experience with cloud-based logistics platforms and SaaS solutions.
• Knowledge of the German language and market is a plus.
• Familiarity with Agile methodologies and project management tools.
• Strong presentation skills and the ability to lead training sessions and workshops.

Benefits:

At Exelot, we value our employees and offer competitive compensation packages, flexible working hours, and a supportive work environment that encourages professional growth. Join our team and be part of a dynamic company where customer success is at the heart of our business.

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