NewAge Software Solutions - Director - Customer Success

Designation : Customer Success Director

Base Location : Bangalore or Mumbai or Chennai or NCR

Travel : Need basis (to meet Customers/prospects), short duration

Total Experience : 12+ Years

Reporting to : Global Delivery Head

About Newage :

Newage Software is a leading integrated technology provider to the global logistics and supply chain industry. For over a decade, Newage has enabled hundreds of enterprise customers across the United States, Middle East & Africa and Asia regions to process millions of transactions every day in the freight forwarding, logistics and warehousing businesses to solve complex business problems on the Newage ERP SaaS platform. The company also has extended its logistics domain expertise to provide outsourcing IT enabled services, so that customers can focus on and scale their business. We are amidst one of exciting phases of our journey as we are executing our modernization transformation of our business, technology and how we can positively impact the global logistics ecosystem, providing a great experience for all our employees through this transformation

Job Description :

Newage is looking for a passionate and strong Customer Success Lead who will build strong customer advocacy with the existing customer base and be the voice of the customer. You will work very closely with the Implementation, Product Support and Sales teams. Key duties will include a broad range of tasks such as maintaining ongoing customer relationships and networking, implementing success programs, on-boarding and training clients, help customer leverage the full benefits of our software/services, help customers learn more about new offerings and most importantly minimizing churn or reduction of users/usage.

The role has 3 key expectations :

1. Enhance, own, operate and execute the customer success function and take ownership and accountability for attaining the defined metrics and outcomes

2. Lead deep engagement with various customers across our key segments and markets; work with a wide variety of customer stakeholders to ensure that they see everyday value and utilization of our software. Understand key challenges customers may have and work towards timely resolution and satisfaction

3. Build deep collaboration with key NewAge functions including Delivery/Product Support and Sales to ensure regular sharing of insights and execute actions needed to control churn and at the same time, work towards moving customers for higher utilization of ERP software and potential upsell as defined by ongoing priorities.

Key Responsibilities

- Periodic Health Checks with customers

- Tracking Software Renewals

- Manage Client Advocacy and develop brand loyalty for NewAge

- Organize Technical Enablement

- Respond to Escalations

- Track Collections

- Upsell Email Campaigns

- Customer On-boarding and Training

- On need basis travel to meet customers

- Manage the CS team

Candidate Profile :

- Bachelors/Masters degree

- 8+ years of Customer Success Management experience with SaaS software company

- Good functional knowledge of Logistics, Transportation and Warehousing industry

- Excellent communication skills (both written and spoken English / Presentation/ Documentation)

- Familiarization of Digital Technologies

- Good team player (capacity to work in a worldwide, distributed team)