Pando - Manager - Customer Success

Customer Success Manager

Role:

Pando is looking to hire an exceptional customer success manager who will provide excellent customer service and promote the idea of Pando. They will keep the department running in an efficient and profitable manner, increase customer satisfaction, loyalty, retention and exceed customer expectations.

Responsibilities:

1. Program manage the entire delivery process:

- From Kickoff to Expansion collaborating with the internal & external experts.

- Establish the baseline to show qualitative & quantitative value to clients.

2. Build deep relationships and drive product adoption:

- Work along with client stakeholders to drive Pando solutions..

- Document client's needs, goals and challenges to offer a solution.

- Help customers follow data driven approaches and measure KPIs, and drive them towards value realization.

3. Retain customers and ensure client value realization:

- Analyze product usage data to actively take necessary actions to improve product Adoption.

- Conduct diagnostics and identify gaps in the client's product setup and processes. Evangelize and guide customers to implement improvements..

- Develop creative solutions in collaboration with technical experts in case the standard feature set is not sufficient to meet customer needs.

4. Inspire customer growth and advocacy:

- Work together with the Account Management team to discover opportunities for growth and drive net expansion.

- Promote awareness of Pando's latest innovations and motivate customers to become references.

- Find new and creative ways to create "moments of wow" for our customers.

5. Collaborate with internal stakeholders effectively:

- Ensure clarity of actions within different teams within Pando.

- Ensure smooth transition between different stages of engagement.

Requirements:

1. 8+ years of experience in business consulting, software/ tech industry, and supply chain.

2. 4+ years of experience in consulting role leading consultants.

3. Fast learner; Must become a subject matter expert in Pando products.

4. Good problem solver with excellent intrapersonal skills.

5. Must work in a cross-functional team to solve business & tech problems.

6. Understand the customer requirements and passion to provide solutions.

7. Good to have hands-on experience with configuring SAAS products.