Customer Success Manager
Pando is a global leader in supply chain technology, building the world's quickest time-to-value Fulfilment Cloud platform. Pando’s Fulfilment Cloud provides manufacturers, retailers, and 3PLs with a single pane of glass to streamline end-to-end purchase order fulfilment and customer order fulfilment to improve service levels, reduce carbon footprint, and bring down costs. As a partner of choice for Fortune 500 enterprises globally, with a presence across APAC, the Middle East, and the US, Pando is recognized as a Technology Pioneer by the World Economic Forum (WEF), covered in the 2023 Gartner market guide and as one of the fastest growing technology companies by Deloitte.
Role
The Customer Success Manager (CSM) is responsible for driving the adoption, value realization, and long-term satisfaction of Pando’s customers. By building deep relationships with stakeholders at all levels, from support agents to C-level executives, the CSM ensures that clients achieve their business objectives through effective use of Pando’s platform. This role is pivotal in managing client success plans, driving revenue expansion, and fostering customer advocacy. The CSM proactively leverages data insights to enhance product usage, identify growth opportunities, and prevent churn, while also overseeing key operational tasks such as renewals, invoicing, and collections.
Responsibilities
Build Deep Relationships and Drive Product Adoption:
- Engage with stakeholders across all levels of the client’s organization, from operational teams to C-level executives.
- Collaborate with customers to create and execute account plans that define goals, milestones, and KPIs.
- Conduct regular engagements such as solutioning sessions, quarterly business reviews, roadmap discussions, and product training.
- Document the client’s business needs, goals, and challenges to guide strategic decision-making.
Retain Customers and Ensure Client Value Realization:
- Analyze product usage data to identify gaps and areas for improved adoption, optimizing the use of Pando’s solutions.
- Collaborate with technical experts to offer tailored solutions where standard features do not meet client needs.
- Conduct diagnostics to identify and resolve issues in product setup and usage processes, ensuring clients achieve their desired outcomes.
Inspire Customer Growth and Advocacy:
- Work closely with the sales team to identify upsell opportunities and drive net revenue retention (NRR).
- Encourage satisfied clients to become advocates by participating in case studies, testimonials, and customer reference programs (e.g., G2, Gartner).
- Promote awareness of Pando’s new product features and innovations to inspire continued use and advocacy.
Collaborate with Internal Stakeholders Effectively:
- Ensure alignment across internal teams, promoting clarity of actions and smooth transitions between different stages of client engagement.
- Share feedback with product and development teams to inform future enhancements and product evolution.
Revenue Planning and Renewal Management:
- Collaborate with the client team to ensure on-time contract renewals.
- Monitor client metrics and usage data to forecast expansion opportunities and upsell potential.
- Manage invoicing, follow-up on payments, and handle collections to ensure financial compliance and smooth revenue flow.
Requirements
• Bachelor's Degree: Require a bachelor's degree or equivalent.
• Customer-Facing Experience: Previous experience of 2-4 years in a customer-facing role is crucial. This might include positions in customer support, account management, or sales. Prior experience in a CSM role is a plus.
• Product/Service Knowledge: Familiarity with SAAS product is an added advantage.
• Communication Skills: Strong verbal and written communication skills are vital. CSMs need to effectively convey information, listen to customer needs, and engage in clear and concise communication.
• Customer Relationship Management: Ability to build and maintain strong customer relationships is a fundamental requirement. This involves empathy, active listening, and understanding customer goals.
• Problem-Solving: Should be skilled in identifying and resolving customer issues and challenges. This requires critical thinking and creative problem-solving abilities.
• Project Management: Involvement in managing customer success plans, which may require project management skills to set and track goals, timelines, and milestones.
• Data Analysis: Ability to analyse customer data and metrics to track customer health, usage patterns, and opportunities for improvement is often required.
• Customer-Centric Mindset: Should be genuinely passionate about helping customers succeed and be dedicated to their satisfaction.
• Empathy: Ability to understand and relate to customers' challenges and concerns is crucial for building strong relationships.
• Proactive: Need to be proactive in identifying and addressing customer needs and issues, rather than simply reacting to problems.
• Team Player: Collaboration with other teams, such as sales, marketing, and product development, is common in CSM roles. Being a team player is important.
• Adaptability: The ability to adapt to changing customer needs and company priorities is valuable in this role.
• Time Management: Often must manage multiple customers simultaneously, so effective time management skills are essential.
• Result-Oriented: Should be driven by customer success and achieving specific goals related to customer retention, upselling, and growth.
Preferred skills:
• Having USA visa is a huge plus
• Experience in Manufacturing, Retail, CPG, and/or Life Science preferred.
• Understanding and usage of statistical algorithms, optimization concepts, and awareness of tactical planning on overall supply chain
• Previous experience collaborating with remote teams is preferred.
