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Title:  Client Success Manager

Location: 

GB

About Descartes: 

Descartes (TSX:DSG) (Nasdaq:DSGX) is the global leader in providing on-demand, software-as-a-service solutions focused on improving the productivity, performance and security of logistics-intensive businesses. Descartes has over 147,000 parties using its cloud based services. Customers use our modular, software-as-a-service solutions to route, schedule, track and measure delivery resources; plan, allocate and execute shipments; rate, audit and pay transportation invoices; file customs and security documents for imports and exports; and complete numerous other logistics processes by participating in the world's largest, collaborative multimodal logistics community. Our headquarters are in Waterloo, Ontario, Canada and we have offices and partners around the world. Learn more at www.descartes.com.

ABOUT DESCARTES PEOPLEVOX 

Peoplevox is a mobile-first, SaaS WMS (warehouse management system) in use by major brands in the e-commerce and retail industry. We are growing quickly, with key customer bases in the United Kingdom, United States and Australia. Some of our customers.  

Peoplevox was acquired by Descartes (TSX:DSG) (Nasdaq:DSGX) in February 2020. 

Descartes is the global leader in providing on-demand, software-as-a-service solutions focused on improving the productivity, performance and security of logistics-intensive businesses. Descartes has over 220,000 connected parties using its cloud-based services. Our headquarters are in Waterloo, Ontario, Canada and we have offices and partners around the world. Learn more at www.descartes.com. 

 

WHAT ARE WE LOOKING FOR? 

An experienced, superstar Customer Success Manager like yourself who will manage your own portfolio of customers to strengthen retention, increase expansion and cultivate advocacy. You love working with our customers to understand and continuously align to their business goals and to optimize the value they are getting out of Descartes by acting as their strategic advisor and providing insights, best practises and recommendations. 

 

KEY RESPONSIBILITIES: 

Customer Management 

Have full accountability for a set of client accounts  

 

This includes: 

  • Adoption of Peoplevox products within the client 

  • Preparing for and operating business reviews 

  • Monitoring and acting on Customer Health 

  • Maintaining high levels of Customer Satisfaction and NPS 

  • Manage first stage escalations 

  • Identify the best practice of operating PVX in each use case 

  • Ensuring the client’s configuration meets their needs 

  • Making operational recommendations based on best practice 

  • Partner with the Client to ensure they reach their goals 

  • Be / become a subject matter expert in warehouse operations.

 

Department Development 

  • Input into and help evolve department culture 

  • Input into and help evolve department strategy and plan 

  • Participate in onboarding new starters 

  • Take ownership of some of the departments reporting and analysis 

 

SKILLS & COMPETENCIES: 

The Client Success Manager should have the following skills / experience: 

 

Required: 

  • Experience in ecommerce and/or warehouse operations/logistics 

  • Strong customer relationship skills, ability to engage with all levels 

  • Ability to be self-driven and self-sufficient working remotely from the wider team 

  • Excellent verbal, presentation, and written communication skills, including the ability to chair meetings or host webinars 

  • Strong time management 

  • Strong analytical skills 

  • Fluency in English 

Desired: 

  • Proven customer satisfaction / customer NPS results 

  • Experience with Peoplevox 

  • Experience with warehouse systems / ERP solutions or SRM solutions 

  • Demonstrable experience in a similar Customer Success role (Consulting or Account Management) that includes issue resolution and escalation management at both the business owner and executive levels 


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