Role Description : Customer Success Management

As a Customer Success Management, you will be a powerful Pando evangelist and advocate who solves problems and identifies opportunities on behalf of the customer and Pando. The Customer Success Management is focused on driving active usage and business transformation with our leading accounts. Pando's Customer Success Management bring to our customers a unique mix of technical and business acumen, an ability to influence decision makers, and experience driving logistics-transformation programs. As a key driver for Pando's rapid growth in the Enterprise market, Customer Success Management bring the experience to work with the world's leading companies as well as entrepreneurial attitude and drive.

What will you do ?

- As Customer Success Management you will be a champion of Pando to distributed enterprises of all sizes, across the target market, helping them understand the power of Pando's platform and features, at scale.

- As Customer Success Management, you will work closely with the Sales teams to advise and guide a wide variety of customers, during the sales process, during the trial-periods, and post-contract, ensuring they launch Pando successfully, adopt it widely and are continually driving business value from Pando.

- You'll work closely with customers to discover their business needs and challenges and then coach them on the best ways to use Pando to solve them.

- You will work closely with Pando's Account Executives, and Client's Pando Champions, to draft business cases, and presentations to Client-side management teams, provide input into their such plans, and help them to identify areas where existing processes can be improved through Pando.

- You will also create and update training material, and conduct training sessions and webinars on Pando Best Practices, for users at all levels in Client organizations.

- Part coach, project manager, consultant and product expert, Pando Customer Success Management are continually focused on helping our customers improve their logistics operations and be successful with Pando.

Responsibilities :

1. Empathize with every aspect of the customer experience, putting customers- needs first.

2. Design and drive documents and processes for customer success.

3. Guide and coach customers, users, and Account Executives with a dedicated customer success processes, to drive adoption and active usage within key accounts.

4. Travel and meet with key stakeholders and executive sponsors onsite to discover and understand their needs and help them develop a Pando on-boarding and go-live process.

5. Coach customers to be product experts and train their teams on Pando methodologies and processes so they become increasingly self-sufficient.

6. Maintain high levels of customer engagement and satisfaction with a focus on customer loyalty to in-turn ensure continued business from key accounts.

7. Identify common customer challenges and actively suggest better solutions.

8. Design processes to deal with customer queries in a systematic manner

9. Support Pando's Sales and Account Executives to help them be more effective.

10. Partner closely with other cross-functional team members to translate business needs and product requirements into new solutions for customers.

11. Craft customer on-boarding assets, adapt existing customer on-boarding assets and work with product marketing to refine existing and create new on-boarding assets.

12. Help drive customer references, up-sells and and case studies.

13. Be a trusted and knowledgeable advisor for customers- IT and logistics leadership

14. Manage and solve conflicts affecting the account

15. Ensure timely and successful delivery of Pando Solutions according to customer needs and objectives

16. Communicate the progress of an account plan internally and externally

17. Forecast and track key deployment and adoption metrics

18. Passionate about customer success and making life simpler with technology

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