Senior Customer Success Manager at FourKites

Chennai, Tamil Nadu, India

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Not SpecifiedCompensation

Senior (5 to 8 years)Experience Level

Full TimeJob Type

UnknownVisa

Supply Chain, LogisticsIndustries

Requirements

At least 3 years of experience working with enterprise customers in a Customer Success or Account Management type role at a SaaS company
Organizational, analytical and problem-solving skills with a strong drive for efficiency, quality and operational excellence
Supply Chain industry experience preferred
Experience growing customer adoption and preventing customer churn
Exceptional communication skills and emotional intelligence
Strong ability to multitask and prioritize
Demonstrated ability/flexibility to work cross-functionally in a fast-growing company where fast-paced change is the norm
Availability to work in Night Shift

Responsibilities

Own overall relationship with assigned customers by increasing adoption, driving usage, identifying risk and ensuring retention and satisfaction
Establish a trusted, strategic advisor relationship with each assigned customer and drive continued value of our products and services
Develop, prepare, and nurture customers for advocacy
Work with customers to establish critical goals or other key performance indicators, understand their criteria for success and aid them to achieve their goals
Facilitate quarterly Executive Business Reviews to review goals, progress and opportunities, while asking insightful questions and listening closely to learn the customer’s perspective and vision
Support Sales in identifying and/or developing upsell and cross-sell opportunities to expand the FourKites footprint
Manage account escalations and advocate customer needs/issues cross-departmentally
Occasional travel requested for internal team meetings or customer visits

Skills

Key technologies and capabilities for this role

Customer SuccessAccount ManagementRelationship BuildingCustomer AdoptionRetention ManagementSupply Chain OptimizationExecutive Business ReviewsKPI ManagementUpsellCross-sellCustomer TrainingPlatform Expertise

Questions & Answers

Common questions about this position

What does the Senior Customer Success Manager role entail?

You will own overall relationships with assigned customers by increasing adoption, driving usage, identifying risks, ensuring retention, and establishing trusted advisor relationships to drive continued value.

Is travel required for this position?

Occasional travel is requested for internal team meetings or customer visits.

What is the company culture like at FourKites?

FourKites celebrates differences, leads with empathy, values inclusivity, and fosters a customer-centric culture where innovative Customer Success Managers create 'raving fans' through creative problem-solving.

What skills are needed for the Customer Success Manager role?

Key skills include being empathetic, experienced in building consultative relationships, creative problem-solving, and the ability to establish goals, facilitate executive reviews, and manage escalations.

What makes a strong candidate for this Customer Success Manager position?

Strong candidates are empathetic problem-solvers who excel at nurturing strategic customer relationships, driving adoption and retention, and turning customers into advocates through consultative expertise.

FourKites

Real-time supply chain visibility platform

About FourKites

FourKites provides a platform for supply chain management that focuses on real-time visibility and predictive analytics. The platform collects data from millions of shipments worldwide and uses AI technology to analyze this data, offering businesses insights to improve their supply chain operations. This helps companies manage risks, enhance responsiveness, and optimize their processes. FourKites connects all parts of a supply chain through its applications, ensuring that teams have access to the same information. A unique feature of their platform is Fin AI, which uses natural language processing to help businesses find optimization opportunities and automate tasks. Unlike its competitors, FourKites stands out by combining a vast real-time supply chain network with specialized applications and patented AI technology. The goal of FourKites is to help large brands manage their supply chains more effectively and efficiently.

Chicago, IllinoisHeadquarters

2014Year Founded

$205.8MTotal Funding

LATE_VCCompany Stage

Data & Analytics, AI & Machine LearningIndustries

501-1,000Employees

Benefits

Medical, dental, & vision

PTO

401k with company match

Annual wellness stipend

Ongoing learning & development opportunities

Risks

Emergence of competitors like Auger with significant funding challenges FourKites' market share.

Overhaul's $55 million funding round intensifies competition in supply chain visibility.

Rapid market growth may attract more entrants, increasing competition for FourKites.

Differentiation

FourKites tracks 3 million shipments daily across multiple transportation modes.

The platform integrates real-time data with machine learning for end-to-end supply chain visibility.

FourKites' YardWorks suite optimizes gate and yard logistics with AI and computer vision.

Upsides

FourKites is recognized as a leader in Gartner's Magic Quadrant for four consecutive years.

The company collaborates with major brands like Organik Kimya and Clariant to enhance efficiency.

Growing demand for AI-powered supply chain tools boosts FourKites' market potential.

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