Customer Success Manager

About the Job:

Techdinamics is a technology group that specializes in simplifying fulfillment. We are a one-stop solution for shippers that need help integrating with their customers or automating their final-mile shipping process, including label generation for 150+ couriers, tracking visibility and courier auditing.

Our leading-edge technology and services are designed to get shippers to The Perfect Order Process. We want to eliminate manual touchpoints & mistakes and remove all the headaches involved in order fulfillment.

Techdinamics’ Technology Stack

Order Management & Integrations

• integratedFlow Any-to-Any Integrations
• techOMS, Powerful OMS designed for warehouses to streamline

Ship, Track, Audit

• techSHIP, a multi-courier shipping solution with 150+ courier integration
• techTRACK, a tracking & analytics portal
• techAUDIT, a courier auditing tool

Who are our customers?

• Fulfillment centers
• Ecommerce brands
• Retailers

Techdinamics seeks a Customer Success Manager to create long-term, trusting relationships with our customers.

Job Brief:

We are seeking an enthusiastic Customer Success Manager (CSM) who is amiable, assertive, and solutions-oriented. The CSM will provide ongoing support to existing clients and aid in onboarding new clients successfully.

You will be responsible for preserving our customer base and safeguarding customer satisfaction. This responsibility includes fostering customer relationships by maintaining regular communication to understand their needs and concerns and achieve service satisfaction.

Furthermore, you will also be responsible for supporting customers as they transition from sales prospects to new clients. Ultimately, you will be the link between the new client and the rest of our team – from Account executives to Support and Project Managers - to ensure that a client's issues are adequately addressed.

Your overarching goal is to take ownership of accounts to increase revenue potential and minimize churn rates. The ideal candidate has experience in customer service and IT support. We expect you to be responsive, helpful, and solutions-oriented.

What you will be doing:

• Support new customers as they transition to active users of our services and products
• Remain in regular communication with accounts to ensure customer satisfaction
• Act as the liaison between support and the client
• Act as the liaison between the Project Managers and the client
• Help problem-solve customer issues and identify the correct escalation point
• Review customer complaints and concerns and seek to improve the customer experience
• Inform the appropriate Account Executive of potential new opportunities that a client can benefit from
• Establish clear client retention goals
• Upsell services and products

Requirements and Skills

• Proficiency in English
• Proven experience as a Customer Success Manager or a similar role
• Experience working with brand image and promoting value through customer experience
• Outstanding ability to communicate and promote positive business relationships
• Basic technical skills are required as they relate to the use of our products and services
• Analyzing customer data to improve the customer experience
• Strong interpersonal skills are essential
• Accountability and personal organization
• Spanish speaking is a plus
• Experience working in the logistics industry is a plus
• Knowledge of CRM software (HubSpot) is a plus
• A Customer Service or Communications degree is a plus

Expectations

• Provide ongoing support to existing clients and ensure customer satisfaction of their products and services.
• Responsible for supporting customers as they transition from sales prospects to new clients.
• The CSM should have general knowledge of Techdinamics' services and programs to respond to general questions that can be handled outside of support.
• Proactively identify overarching problems and escalate issues when required.
• Ability to take the initiative and handle issues through proper channels
• Remain in regular contact with customers to assess the status of an account and identify new sales opportunities for the Account Executive
• Conduct regular check-ins and business reviews with customers to ensure they are leveraging our solutions effectively.
• Monitor customer health metrics and work to address any concerns promptly.
• Ability to handle multiple tasks and prioritize effectively.