Customer Success Manager

Locus.sh (Bengaluru, KA, India) 11 days ago
Remote Friendly Other Asia Internship

Locus is a global decision- making platform in the supply chain that uses deep learning and proprietary algorithms to provide route optimization, real-time tracking, insights and analytics, beat optimization, efficient warehouse management, vehicle allocation and utilization, intuitive 3D packing and measurement of packages. Locus automates human decisions required to transport a package or a person, between any two points on earth, delivering gains along efficiency, consistency, and transparency in operations.

Locus, which has achieved a peak of 1 million orders processed in a day (200,000 orders an hour) and is trained & tested on over 100 million+ order deliveries, works in 75 cities across the globe. Locus works with several large-scale market leaders like Urban Ladder, Tata Group of Companies, Droplet, Licious, Rollick, Lenskart, other global FMCG, pharma, e-commerce, 3PL and logistics conglomerates.

Locus is backed by some of the biggest names in the market and recently raised $22 Mn in Series B, $4 Mn in a pre-Series B round. Earlier, In 2016, Locus raised $2.75 Mn (INR 18.3 Cr) in a Series A funding.

Locus was started by Nishith Rastogi and Geet Garg, two ex-Amazon engineers on a mission to democratize logistics intelligence for businesses across industries. Nishith was profiled by Forbes Asia in their ’30 Under 30’ 2018 list. Geet, on the other hand, holds a dual degree (BTech and MTech) in Computer Science and Engineering from the Indian Institute of Technology. Our team constitutes of engineers from Indian Institute of Technology and Birla Institute of Technology & Science- Pilani, and Data Scientists with PhDs from Carnegie Mellon University and Tata Institute of Fundamental Research. Our multifaced product and business team is led by senior members from Barclays, Google & Goldman Sachs with immense operational execution experience.


Customer Success Managers are the main interface for the clients with Locus. You will work closely with the client to build relationships with all relevant stakeholders as a trusted partner. You must have a strong understanding of our Customer’s business objectives and the ability to identify and articulate how our solution supports achievement of the Customers’ strategic business goals. You will be responsible to drive value at every juncture of client’s journey- from on-boarding to expansion to renewal to prevention of churn.

  • Work closely with the customer to ensure effective and efficient on boarding and drive greater usage/adoption over time

  • Maintain a deep understanding of our solutions and content and educate clients about the most relevant features/functionality for their specific business needs

  • Effective, timely and accurate client communications (oral and written), establishing and reviewing key performance indicators, and active positive engagement

  • Developing efficient and effective management plans for clients including QBRs, renewals and up-sells

  • Engage across client’s organisation and work cross functionally

  • Serve as the voice of the client and provide internal feedback to Product, Engineering and other teams on how we can better serve our clients

  • Support the resolution of delivery, implementation or technical issues Perform other duties as assigned

  • Monitor clients usage throughout their lifecycle to not only identify and prioritise at-risk accounts but also ways to mitigate churn


What We’re Looking For

  • Past experience of 5 - 8 years of enterprise experience in B2B Management Consulting, Customer Success, Account Management, Business Development, or another client-facing role

  • Supply Chain or Logistics background is a must and some exposure to tech

  • Experience working with decision-makers, product champions, and end users at both growing startups and large enterprises

  • Experience in working with complex, multi-divisional, multi-geographical customers

  • Strong leadership skills and impressive executive presence

  • Ability to create structure in ambiguous situations and design effective processes

  • Passion for technology and for being a part of a fast-growing SaaS company

  • Ability to multitask and experience working with cross-functional teams (e.g. Sales, Product, Marketing, Services)

  • Consistent performer who handles stressful situations and deadline pressures well

  • Empathy with a knack for understanding what a customer really needs and why they need it

  • Bachelor's degree required

Perks:

  • Healthy catered meals at office

  • You decide your own Work From Home (WFH) and Out Of Office (OOO)

  • Pet-friendly - bring your pets to the office any day. Locus family already has a Rottweiler and a Beagle



Customer Success Manager

Apply On Company Site
Back to search page
;