Stord’s mission is to make supply chains a competitive advantage with best-in-class port-to-porch logistics combined with the integrated technology that brands need to connect, orchestrate, and optimize their supply chains. We’ve pioneered Cloud Supply Chain, which combines all of the digital and physical elements of logistics that leading businesses need in a unified offering.
With Cloud Supply Chain, Stord is enabling companies to compete and grow with world-class logistics – including warehousing, freight and fulfillment – in a single, integrated platform that’s available exactly when and where they need it. Hundreds of B2B and B2C companies like Body Armor, Advanced AutoParts and Dollar General use Stord to make their supply chains perform with the speed, flexibility and ease of the cloud.Our rapidly growing team is headquartered in the heart of Atlanta’s vibrant tech community and is led by former operators from Amazon, XPO, Ryder, Coyote, Convoy, and Manhattan Associates.
Stord is backed by over $325M in funding from Kleiner Perkins, BOND, Founders Fund, D1 Capital, Salesforce Ventures, Susa Ventures, Lux Capital, Lineage Logistics, and Franklin Templeton Investments at a unicorn valuation of over $1.3 billion.Come help us help businesses out-deliver their competition with Cloud Supply Chain.
About the Software Customer Experience Manager Position:
This will be the first hire of a Software Customer Experience Manager (CEM) / Customer Success Manager (CSM). They will bootstrap our software success organization (materials, cadences, tooling, +) to drive long-term customer adoption, expansion, and success, in collaboration with and complementing the existing Customer Experience organization. This position will require a scrappy, generalist who is able to handle unique escalations and support requirements, customer onboardings, upsell opportunities, and on-going customer success and account management.
The ideal individual will ensure that customer feedback is regularly shared and acted upon, frequent communication is occurring with customers, and customers are trained and educated in how to realize the full value of our software. This role is critical in fostering long-term customer loyalty and expansion within our SaaS business.
What You'll Do:
- Customer Onboarding: In partnership with the Customer Experience organization, efficiently onboard new customers, ensuring they understand how to use our software to its full potential.
- Account Management: Serve as the primary point of contact for a portfolio of software customers. Build strong, long-lasting relationships with clients by providing timely and effective solutions to their needs and inquiries.
- Training and Support: Organize and conduct training sessions for clients to enhance their understanding and use of our software. Provide ongoing support and troubleshooting assistance as needed.
- Feedback and Improvement: Gather client feedback on software performance, usability, and features. Work closely with the product development team to inform and prioritize product improvements and new feature development.
- Renewals and Expansion: Monitor account health indicators, identify at-risk renewals, and develop strategies to mitigate churn. Identify opportunities for account expansion and upsell additional services or products.
- Success Planning: Develop and maintain Customer Success Plans for each client, outlining their goals, key success metrics, and a roadmap for achieving their objectives with our software.
- Reporting and Analysis: Regularly analyze customer data to identify trends, report on key performance indicators (KPIs), and make informed recommendations to both clients and internal teams.
What You'll Need:
- 4+ years of experience in customer success, account management, or a similar role within a technology or B2B SaaS company.
- Strong understanding of software products and platforms, with the ability to quickly learn and master new products.
- Excellent communication, interpersonal, and presentation skills. Ability to build relationships at all levels of an organization. Strong presence, personality and conviction during communication to both customer and internal stakeholders.
- Proven ability to manage multiple accounts and tasks with attention to detail and timely follow-through.
- Strong analytical and problem-solving skills, with a data-driven approach to decision-making.
- Experience with CRM software, customer success platforms, and analytics tools.
#LI-Remote
Culture Snapshot:
Our team is passionate about sitting at the intersection of enterprise technology and global logistics. The Stord company culture is electric, and we are proud to offer a career experience that will make you excited to come to work every day. We are creating an environment of continuous improvement through collaboration and diverse thinking by solving challenging problems and working with talented and smart colleagues. At Stord you will have daily opportunities to learn and inspire those around you.
You will be surrounded by a team of self-starters who are motivated to have an impact through driving results.Below are a few perks of joining our team:
- Competitive salary and bonus
- Friendly, Passionate, and Intelligent Employee Base
- Creative Problem Solving and Entrepreneurial Thinking
- Fast-Paced Environment
- Low-Ego, Solution-Driven Culture
- Community Involvement and Volunteer Opportunities
- Employee Resource Groups: Women of Stord, JEDI (Justice, Equity, Diversity, & Inclusion), Stord-Serves, & More
Benefits:
- 401(k)
- Medical, Dental, and Vision Insurance
- Life and Disability Insurance
- Health Savings Account (HSA) option
- Employee Assistance Program (EAP) - Mental Health Resources
- Paid Parental Leave
- Gym Stipend
- Paid Time Off
- Paid holidays
- And more!
We are an equal opportunity employer and value diversity at our company. We do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status. Stord participates in E-verify and will provide the federal government with your Form I-9 information to confirm that you are authorized to work in the U.S.
