Associate Client Success Manager

Description

Sifted is a team of intelligent, creative, and collaborative people - who leverage logistics data-science to solve complex problems for shippers. 

Our software gives shippers the clarity and control they need to optimize their operations and save money. We're changing the way parcel supply chain management is done. And this is just the beginning. 

Every day, our team works to uncover new ways to help shippers feel empowered and thrive.

We are looking for an Associate Client Success Manager (CSM) to play a vital role on our client-facing team. The ideal candidate has a propensity for building deep, long-lasting relationships with clients and a proven track record of helping customers achieve business objectives. They will be an extraordinary communicator who is capable of handling multiple projects simultaneously. The candidate should be adept at working cross-functionally to solve complex, technical challenges using data and analytics to make informed decisions. 

This Associate CSM will manage a green book of business with the opportunity to grow. This role will serve as the client’s trusted advisor and manage all elements of the post-sale business relationship including onboarding, adoption, renewal, and growth/expansion. 

Requirements

• Manage a green portfolio of ~25-35 accounts
• Provide additional support to the Senior Account manager as needed in addition to the support of portfolio to help nurture and grow
• Be the trusted advisor to Sifted clients; build and maintain long-term client relationships with an assigned book of business
• Serve as the primary contact for clients during onboarding. Ensure they have all the tools necessary to achieve their stated business objectives*
• Document clients’ desired strategic outcomes, and demonstrate achievement of those objectives using data*
• Own client retention; manage leading success metrics: time to first value, usage and adoption, client health score, and expansion opportunities created*
• Identify opportunities for account growth and expansion and collaborate with sales to initiate client conversations*
• Proactively monitor client health and engage client via regular check-ins and structured business reviews*
• Advocate on behalf of the client providing feedback to drive product enhancements 
• Collaborate and communicate frequently and effectively with Client Support, Client Operations, and Sales to resolve client issues
• Serve as an escalation point for client concerns and program manage the issue to resolution 

Desired Skills and Experience

• 2 years relevant experience in a customer-facing role - client success, account management, or similar role
• Logistics and/or transportation experience required
• Accredited four-year college degree preferred
• Working knowledge of CRM systems (Salesforce) and sales operations processes 
• Exceptional written and verbal communication skills, highly organized, collaborative, and able to manage multiple projects simultaneously
• Experience building and managing relationships, including interacting with all levels of management (both internally and client-focused)
• Experience troubleshooting technical issues preferably in a SaaS environment
• Hands-on experience with customer success tools
• Logistics and/or transportation experience a plus
• Experience with data visualization tools like Microsoft Power BI or Tableau preferred

What we provide

• Well capitalized Private Equity investor base focused on Growth
• Best in-class compensation package and unmatched comprehensive benefit program
• Flexibility to achieve and accomplish results
• Extremely collaborative work environment across teams to drive results
• Culture that is built on how we improve people’s lives

*Denotes Essential Function of the role.