Title of position: Customer Success Manager

Position type:  Full time

Location: Hybrid or Remote

Made4net is a leading provider of supply chain execution software solutions. Our innovative technology helps businesses optimize their supply chain operations, increase efficiency, and improve overall productivity. With a global presence and a commitment to excellence, Made4net is at the forefront of the industry, serving a diverse range of clients across various sectors.

Purpose of the Function:

The Customer Success function is dedicated to ensuring our 3PL customers consistently derive maximum value from our solutions. This function is responsible for fostering long-term relationships, drive retention, and identify opportunities for mutual growth.

Purpose of the Role:

As an experienced 3PL Industry Professional and Customer Success Manager, you will be crucial in establishing and maintaining strong, enduring relationships with our clients. Your primary responsibility will be to proactively develop and sustain strategic partnerships through ongoing, active engagement, assisting customers in achieving their business and operational objectives. You will act as a trusted advisor, advocate for their interests, and provide solutions to meet their goals using our Synapse 3PL Expert WMS, additional Made4net modules, and other partner solutions integrated into our WMS.

Core Duties and Responsibilities:

• Customer Relationship Management: Build and maintain strong relationships with a portfolio of clients.
• Problem Solving: Identify and facilitate customer resolutions promptly and effectively, ensuring their satisfaction.
• Advocacy: Represent the customer’s interest within the organization, champion their needs, and ensure their feedback is considered.
• Process Improvement: Contribute to continuous improvement initiatives to enhance our customer’s experience.
• Knowledge Sharing: Serve as a subject matter expert, providing guidance and support to both internal and external stakeholders.

Core Competencies:

• Business Acumen- Interpreting and applying understanding of key business aspects to make better business decisions such as Customer Focus, Strategic Thinking, Market Awareness, Operation Efficiency, Leadership Skills, Problem-Solving
• Customer Focus- Building strong customer relationships and delivering customer-centric solutions
• Communicates Effectively- Developing and delivering multi-mode communications that convey a clear understanding of the unique needs of different audiences
• Optimizes Work Processes- Knowing the most effective and efficient processes to get things done, with a focus on continuous improvement

Additional Core Competencies:

• Relationship Building: Foster strong relationships with clients and internal stakeholders.
• Empathy: Understand and respond to the needs and concerns of others.
• Communication: Effectively communicate with both technical and non-technical audiences.
• Problem-Solving: Identify and resolve complex business needs creatively and efficiently.
• Adaptability: Thrive in a fast-paced, dynamic environment.

Required Qualifications:

• Experience: Must have at least 3 years Warehousing and Logistics experience; 3PL Industry Specific Experience Preferred.
• Proven experience in customer relationship management or customer success roles
• Previous experience and skills include account manager/client responsibilities, knowledge of Logistics/Supply Chain management industry, database queries, and business scenario testing.
• Proven track record of being a motivated self-starter with ability to meet critical deadlines while working in a fast-paced environment.
• Communication Skills: Excellent written and verbal communication skills.
• Adept at delivering presentations confidently in a variety of settings and at all levels within an organization.
• Customer Focus: A passion for providing exceptional customer service.
• Problem-Solving: Strong analytical and problem-solving abilities.
• Technical Aptitude: Understanding warehousing industry trends and software development life cycles
• Bachelor’s degree in business/Technical field or equivalent on-the-job, vocational training or equivalent.

Computer/Software Knowledge:

To perform this job successfully, an individual should have knowledge of our Synapse 3PL Expert Warehouse Management Software or experience using a similar Warehouse Management System.  In addition, the knowledge of how to use Microsoft Office Suite (Word, Excel and PowerPoint), Project Management software (SmartSheet, MS Planner or other Project management software, etc.). Experience querying an Oracle database, SQL Developer or Toad, Crystal Reports, NiceLabel or another label software preferred.

How to apply: to apply, email us at [email protected]

Closing date: until filled

Benefits:

• Health insurance (medical, dental, vision) with a robust wellness program to support your physical and mental well-being
• Generous paid time off policy
• Company-matched 401(k) retirement plan to help you secure your future
• Tuition reimbursement program to support your continued education and career advancement
• Employee assistance program providing confidential counseling and support services for personal challenges
• Discretionary employee bonus program
• Employee Discounts and perks through our PEO

Pay range: $90,000.00 – $110,000.00 per year

This position offers a competitive salary package that is commensurate with your years of experience in the field and the specific skills you bring to the role.

For information on Made4net including more information on our company culture, visit our website at www.made4net.com

Made4net is an equal opportunity employer, and all qualified applicants will receive consideration for employment without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws.