Customer Success Manager

Lalamove is disrupting the logistics industry by connecting customers and drivers directly through our technology. We offer customers a lightning fast and convenient way to book delivery and moving services whether they are at their home, at work or on the go. People talk about O2O, we live it Currently, Lalamove is a leading global on-demand delivery platform with millions of delivery partners serving millions of orders everyday.With 1600+ employees spread across SEA and LATAM, our 8-year old company has reached unicorn status in 2018, is well funded by prominent VCs and has kept growing at tremendous speed since.At Lalamove, we strongly believe in the power of community. Millions of drivers and customers use our technology every day to connect with one another and move things that matter. Delivery is what we do best and we ensure it is always fast and simple. Since 2013, we have tackled the logistics industry head on to find the most innovative solutions for the world’s delivery needs. Our vision is to bring communities closer and make city life easier by allowing fast and convenient circulation of goods. We realize this vision with a ‘glocal’ approach, building a robust operations team to adapt our product to local networks of businesses and delivery contractors. At the same time, we have ambition to build an international brand by establishing an even more global presence.
Our growing tech company is searching for a Corporate Customer Success Sales Manager who
- can offer reliable support to the sales team and help improve efficiency as sales volume
- increases, ensuring that all sales targets are achieved through structured process and
- performance culture.
- The Corporate Customer Success Manager (CCSM) oversees our customer success team to
- make their customers reach their true sales potential while maximizing the customer’s lifetime
- value for Lalamove. Ensures our customers are engaged with us, loyal to our brand and
- promoters of our products. He/she is the main point of contact between our customer and
- Lalamove, being the customer’s voice internally. The CCSM works with our support analysts
- and specialists to ensure technical needs are met. The CCSM is an upsell/retention expert and
- will help our customers in the identification of opportunities and in the execution of their growth
- plan.
**What we seek**:
- Serve as thought leader, customer advocate and partner to Lalamove’s most strategic customers
- Measure the results of executed strategies to determine their efficacy
- Drive cross-functional opportunities for adoption growth
- Propel execution of “Success Plan” and associated customer interactions
- Collaborate and communicate with Sales/Support to ensure alignment on plans
- Strategic management of our customers' indicators: financial analysis, monitoring sales results and creating strategies to enhance results;
- Plan and implement actions with customers to increase our platform usage;
- Propose improvements in processes, ensuring that the operation and daily routines are aligned with the customer's expectations;
- Mediate conflicts, proposing a solution that satisfies the customer and also the business;
- Identify new opportunities with existing customers;
- Extract and analyze data to transform it into relevant information;
**Qualifications**:
- 4 to 5 years of experience in management consulting, technical account management, or enterprise software sales is preferred
- Proven track record of achieving targets and goals, preferably in a sales setting
- Track record of leading technical conversations and persuading others to take action based on requirements and value provided by solutions
- Has handled difficult customers or situations and can demonstrate resolutions
- Willingness to tackle things on your own
- Must work within a team environment with sales and services peers
- Ability to navigate data and people to find answers
- Proficient English and Portuguese
- A builders’ spirit; making something, where nothing existed before, gets you excited
- Previous experience with Salesforce or other CRM/Sales tools suggested
- Lalamove respects your privacy and is committed to protecting your personal data.

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