Strategic CSM

Job title: Strategic CSM

Company: Portcast


Job description: Portcast is a venture-backed Singapore based startup that develops predictive supply chain technology for the logistics industry. We’re focused on building the next-gen logistics operating system to predict how cargo moves across the world and enable data-driven supply chain planning. Based out of Singapore, we’ve been building together since 2018, and are backed by some of the major investors in the tech industry, we believe that the logistics industry is at the inflection point of large-scale digitization.We are excited to be a fast-growing team of software engineers, data scientists and industry experts. We are on a mission to bring end to end visibility to every supply chain globally. We are customer-obsessed and are constantly working to provide our customers access to actionable and insightful data to build resilient supply chains.The RoleWe are seeking a strategic and results-driven Customer Success Manager who will play a critical role in ensuring our clients achieve maximum value from our solutions. In this role, you’ll work closely with our clients, including key decision-makers, to understand their needs and align our offerings with their goals. You will build long-term partnerships, influence product direction through client insights, and be the advocate of our clients’ voices within Portcast.What Success Looks Like in This Role:

• 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

What You’ll Do:

• 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.

Ideal Profile

• 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.

Join us at Portcast and be part of a high-performing team shaping the future of the logistics and shipping industry through cutting-edge predictive analytics. You’ll have the opportunity to drive meaningful impact for our customers and help build a resilient supply chain ecosystem. If you’re passionate about customer success, innovation, and helping businesses unlock the power of data, we want to hear from you!What’s on Offer?

• Work alongside & learn from best in class talent
• Opportunity to make a positive impact
• Fantastic work culture

Expected salary:

Location: Ireland

Job date: Wed, 13 Nov 2024 02:02:16 GMT

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