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Company DescriptionFounded in 2014, Shippeo is a leading European SaaS company transforming supply chain visibility.With a global presence and multicultural team of 27 nationalities operating across Europe, North the Americas, and Asia, we offer real-time multimodal transportation visibility to top industry leaders across various sectors.Our ambition is to become the world's leading supply chain data platform, using predictive AI, high-quality real-time data, and a robust partner network to enhance customer experience and operational excellence.Learn more about our mission and values on our website: https://www.shippeo.com/en/company/about-usJob DescriptionAbout the roleAs a Customer Success Manager - Americas, you will contribute to Shippeo’s mission by personally driving the end-to-end success, adoption, and long-term retention of our American customers. Working closely with cross-functional teams, you will play a key role in delivering high-impact results in a fast-paced, international environment.This role is based in Chicago and operates on a hybrid model, requiring 3 days per week in the office (Tuesday, Wednesday and Thursday).Function: CSM AmericasReports to: Christopher Mazza, Senior Vice President International GrowthCollaborates with: Americas team and Head of Customer SuccessKey ResponsibilitiesStrategic Partnership & Value AchievementStakeholder Management: Cultivate and maintain lasting, high-value relationships with key account stakeholders, from operational users to C-suite individuals, serving as a trusted advisor and strategic partnerValue Realization: Drive platform adoption rates and proactively articulate value cases and success stories to ensure American customers consistently maximize their ROI from ShippeoStrategic Guidance: Lead high-impact quarterly and annual Business Reviews to align with customer strategic goals, track performance, preemptively manage risk, and identify growth/expansion opportunitiesInternal Advocacy: Champion customer needs internally, effectively communicating them to influence product enhancements and strategic roadmap decisions with Product and Engineering teamsRevenue Management: Collaborate actively with Account Executives and Alliance Managers to secure account retention and expansion goals.Operational Excellence & Technical ExecutionDirect Technical Support: Personally manage and resolve technical and operational support tickets in the queue, providing direct, hands-on support to end-users to ensure a seamless and high-quality customer experienceData Integrity: Proactively monitor and analyze Data Quality for customers, personally engaging with them to execute improvement plans and take actionable steps to increase tracking rates and data integrityProcess Coordination: Serve as the primary liaison for the Americas, diligently escalating and tracking critical issues and feedback through resolution with HQ support and technical teamPerformance Reporting: Track, analyze, and report on key support KPIs (e.g., FRT, Resolution Time, CSAT), using data to drive continuous improvement in support quality.
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