Customer Assurance Manager

Role Overview

As a Success Assurance Manager at Optimal Dynamics, you will play a pivotal role in ensuring our customers achieve their desired outcomes and derive maximum value from our innovative logistics solutions. You will be responsible for driving product adoption, building and nurturing strong relationships with customers, and proactively managing their success journey. By acting as the primary liaison between customers and internal teams, you will facilitate seamless post-deployment support, address challenges, and identify opportunities for growth and expansion.

Key Responsibilities

Customer Outcomes and Value Maximization

• Ensure customers achieve their desired outcomes with Optimal Dynamics solutions by understanding their goals and aligning our offerings to meet their needs.
• Develop tailored strategies to drive product adoption, increase usage, and demonstrate the value of our solutions to customers.

Relationship Building

• Cultivate and maintain strong relationships with key stakeholders and decision-makers within customer organizations to foster loyalty and trust.
• Conduct regular check-ins and business reviews to assess customer satisfaction, gather feedback, and address any concerns or challenges they may be facing.

Proactive Customer Management

• Monitor customer health metrics and identify potential risks to retention, proactively addressing issues to ensure a positive experience.
• Provide guidance and support to customers on best practices, helping them navigate challenges and leverage the full capabilities of our platform.

Liaison Between Customers and Internal Teams

• Act as the primary point of contact for customers post-deployment, ensuring effective communication and coordination with internal teams, such as support, engineering, and product management.
• Collaborate with internal stakeholders to address customer challenges, escalate issues as needed, and ensure timely resolutions.

Identifying Expansion Opportunities

• Stay informed about customers’ evolving needs and identify opportunities for upselling or cross-selling additional products and services.
• Present expansion proposals and work with customers to develop strategies for integrating additional solutions into their operations.

Training and Onboarding Support

• Facilitate customer onboarding processes, ensuring a smooth transition to our platform and providing training sessions to empower customers in utilizing our solutions effectively.
• Develop and maintain training materials and resources to support customer learning and adoption initiatives.

Feedback Loop and Continuous Improvement

• Gather and analyze customer feedback to identify trends and areas for improvement in our products and services, collaborating with internal teams to drive enhancements.
• Share insights and best practices with colleagues to promote a culture of continuous improvement and customer-centric innovation.

Performance Monitoring and Reporting

• Track and report on key performance indicators (KPIs) related to customer success, such as product adoption rates, satisfaction scores, and retention metrics.
• Provide regular updates to leadership on customer success initiatives, challenges, and outcomes to inform strategic decision-making.

Travel

• 25%-50%

Experience

• Bachelor’s degree in Business, Supply Chain Management, Logistics, or a related field. Advanced degrees (MBA or relevant certifications) are a plus but not typically required.
• Customer Success or Account Management Experience: 3-5 years in customer success, account management, or related roles, preferably within a SaaS environment.
• Industry Experience: Understanding of the freight, logistics, or for-hire or dedicated carrier sector. Direct experience in freight tech SaaS deployment, transportation management, or similar technology solutions is highly desirable.