Customer Success Executive [US Market]

Permanent employee, Full-time · Philippines

What you'll focus on

Relationship Management & Customer Engagement:

Build and manage long-term relationships with clients in the US, ensuring their satisfaction and success with our services.
Conduct regular touchpoints with clients, including check-ins, and monthly/quarterly business reviews, and identify areas for improvement and growth.
Act as a customer advocate within the organization, providing feedback to internal teams to enhance our platform and services.

Customer Onboarding:

Facilitate a smooth onboarding process by collaborating with cross-functional teams, including Control Tower, Commercial, Tech, and Customer Success.
Assist customers through every step of the onboarding journey, from account setup to monitoring inbound activities and integrating with marketplaces until launch.
Conduct virtual training sessions for US-based clients on platform usage, tools, and features to maximize their understanding and adoption.

Training & Support:

Provide additional training and support to clients post-onboarding to help them optimize the use of our platform.
Collaborate closely with the product team to ensure clients are aware of new features and capabilities.
Troubleshoot technical issues and provide timely resolutions to ensure a positive customer experience.

Data Analysis & Continuous Improvement:

Analyze customer data to identify trends, opportunities, and areas for improvement in retention, satisfaction, and revenue generation.
Develop strategies based on data insights to drive customer success, reduce churn, and increase engagement.
Compile reports on the status of merchant onboarding, pipeline progress, and projected go-live dates.

Cross-Functional Collaboration & Customer Advocacy:

Collaborate with sales, operational, and product development teams to ensure customer needs are met and processes are optimized.
Maintain open communication channels with internal and external stakeholders to align on goals and objectives.
Work to continually enhance onboarding materials, protocols, and operational procedures for optimal business processes.

Renewals, Upselling, and Mentorship:

Identify opportunities for upselling and cross-selling our services while effectively communicating the value proposition to customers.
Support the renewal process, ensuring contract renewals are aligned with customer needs and satisfaction.
Mentor and coach junior Customer Success colleagues handling accounts within the same vertical or region

What you bring

Experience:

2-3 years of experience in customer success, account management, or a similar role in SaaS, e-commerce, or logistics industries.
Proven track record of managing client relationships and successfully implementing onboarding strategies, especially for US clients.

Technical:

Understanding of SaaS platforms, logistics, and e-commerce.
Strong troubleshooting abilities to resolve technical issues promptly.
Proficient in data analytics to interpret customer data and drive actionable insights

Behavioural:

Excellent communication skills, capable of conveying complex ideas in simple terms and collaborating effectively with technical and non-technical audiences.
Active listener who can understand customer needs and provide tailored solutions.
Strong relationship management skills to build and sustain long-term partnerships with clients and internal teams.
Analytical mindset, capable of identifying trends and developing strategies for customer retention and growth.
Willingness to work US business hours (night shift in the Philippines).

What you'll get

Annual performance bonus.
25 days PTO
HMO
MacBook
Annual learning and development budget.
Hybrid set-up.

Please limit to one application

We believe diversity and representation are key to creating not only a great product but also an amazing customer and employee experience. Fostering this starts with hiring -- therefore we do not discriminate on the basis of race, religion, colour, national origin, gender, sexual orientation, age, marital status, or any other aspect that makes you, you.

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About us

Locad is the logistics engine for e-commerce brands to automatically store, pack, ship, and track orders across Asia-Pacific.

Our tech platform syncs inventory across online channels and organizes end-to-end order fulfillment through our reliable network of warehouses and shipping partners across Singapore, the Philippines, Thailand, Hong Kong, and Australia, with more locations opening soon.

Hundreds of brands now have access to the Locad logistics engine, allowing faster shipping, reduced costs, and exponential growth. Equipped with the technology, infrastructure, and partners running on one integrated system, Locad is on a mission to propel every business forward.

Locad. All Systems Go.

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Thank you for your interest in Locad, we look forward to receiving your application.