Customer Success Manager



Chicago, IL, USA
Posted on Monday, October 17, 2022

About Loop

Loop's mission is to simplify logistics payments. Loop is a connected finance platform to enable frictionless payments for one of the world's largest industries – logistics. Shippers, carriers and 3pls that onboard to Loop eliminate painful billing and payment errors – resulting in spending 4% less and an 80% increase in back office productivity. Loop's new logistics payment platform won’t just change how people pay. It’s going to fundamentally move logistics forward.

Loop has a product-obsessed team that enjoys building core infrastructure that impacts everyone. Investors include Index Ventures, Founders Fund, 8VC, Susa Ventures, Flexport, and 50 industry leading angel investors. The team is made up of talented individuals from technology companies like Uber, Google, Flexport, Intuit and Rakuten – as well as traditional logistics companies like CH Robinson.

About the Role
Each and every day the Customer Success team works to ensure that our clients are maximizing the value they are receiving from Loop. You will handle client onboarding, training, provide client support via email, phone and in person meetings, and be responsible for renewals. You will play a key role in identifying business opportunities and ways to improve our products and enhance customer experience and stickiness.

To do this, you will collaborate with teammates in all facets of the business – most notably Sales, Product and Data Science.

Key Responsibilities

  • Ensure customers are receiving value from the service through product adoption and overall customer satisfaction

  • Customer onboarding (2-3 month process) including gathering of required documents, 3rd party credentials, and customer requirements and validation testing

  • Attending customer mid-point check-ins and final reviews with the goal of converting pilots into contracts

  • Support customers through managing disputes, claims, and other exceptions related to billing and payment transactions

  • Bring the voice of the customer to the product development team

  • Understand how customers are using the product and find ways for them to use it more effectively and increase ROI

  • Drive regularly scheduled check-ins, QBRs with customers while monitoring client satisfaction

  • Identify new business opportunities and develop account plans for ensuring customer retention and expansion

  • Maintain a trusted advisor relationship with each assigned client

  • Proactively identify changes we can make to our application to make our customers' lives easier

  • Work with Engineering, Product, Marketing and Sales teams to effectively communicate product functionality and messaging to customers and prospects

Experienced Required

  • 2+ years of work experience in operations, customer service, account management or sales in the logistics/transportation industry

  • Demonstrated experience in building rapport over the telephone and overcoming objections in a customer service environment required

  • Passion for technology and data

  • Obsessive attention to detail

  • Proven problem solving results

  • Excellent written & spoken communication skills

Benefits & Perks

  • Premium Medical, Dental, and Vision Insurance plans

  • Insurance premiums covered 100% for you

  • Unlimited PTO

  • Fireside chats with industry leading keynote speakers

  • Off-sites in locales such as Napa and Tahoe

  • Generous professional development budget to feed your curiosity

  • Physical and Mental fitness subsidies for yoga, meditation, gym, or ski memberships

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