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Home » About Newage » Careers » Customer Success Specialist

Designation: Customer Success Specialist
Location: US/North America ( Remote).
Travel: Need basis (to meet Customers/prospects), short  duration

About Newage:

NewAge is a leading technology company whose software and solutions power the demanding needs of the global supply chain, freight forwarding and logistics industries. We are, in the regions we operate, the ubiquitous choice for this industry, from small & medium businesses to large enterprises. NewAge mines its deep domain knowledge in logistics and freight forwarding to deliver seamless cloud-based ERP and WMS software through its flagship product NewageNXT. In addition, NewAge also offers outsourcing capabilities to support all the constituents of the freight forwarding and logistics industries.

Together, our software and services have 15+ years of domain specialization that supports 400+ global customers in over 30 countries including the USA, Canada, EU, UK, MEA, Asia and India.  Newage is also expanding to new markets in the Americas and is looking for a qualified resource to expand our solution capabilities.

Together, our software and services have 15+ years of domain specialization that supports 400+ global customers in over 30 countries including the USA, Canada, EU, UK, MEA, Asia and India.  Newage is also expanding to new markets in the Americas and is looking for a qualified resource to expand our solution capabilities.

Job Description:

  • Newage is looking for a passionate and strong Customer Success Specialist/Lead who will build strong customer advocacy
  • with the existing customer base and be the voice of the customer. You will work very closely with the Implementation,
  • Product Support and Sales teams. Key duties will include a broad range of tasks such as maintaining ongoing customer
  • relationships and networking, implementing success programs, on-boarding and training clients, helping customers leverage
  • the full benefits of our software/services, helping customers learn more about new offerings and most importantly
  • minimizing churn or reduction of users/usage.

The role has 3 key expectations:

  1. Build, own, operate and execute the customer success function and take ownership and accountability for attaining the defined metrics and outcomes
  2. Lead deep engagement with various customers across all our key segments and markets; work with a wide variety of customer stakeholders to ensure that they see everyday value and utilization of our software. Understand key challenges customers may have and work towards timely resolution and satisfaction.
  3. Build deep collaboration with key NewAge functions including Delivery/Product Support and Sales/Sales Operations to ensure there is regular sharing of insights and execution actions needed to get to our goal of 0% reduction of churn and at the same time, work towards moving customers for higher utilization of software and potential upsell/s as defined by ongoing sales priorities

Key Responsibilities:

  • Periodic Health Checks with customers
  • Tracking Software Renewals
  • Manage Client Advocacy and develop brand loyalty for NewAge
  • Organize Technical Enablement
  • Respond to Escalations
  • Track Collections
  • Upsell Email Campaigns
  • Customer Onboarding and Training
  • On need basis travel to meet customers

 Ideal Candidate’s Profile:

  • Bachelors/ Master’s degree
  • Customer Success Management experience with a SaaS software company is a plus
  • Good functional knowledge of the Logistics, Transportation and Warehousing industry
  • Excellent communication skills (both written and spoken English / Presentation/ Documentation)
  • Spanish speaking abilities would be a plus.
  • Familiarization with Digital Technologies
  • Good team player (capacity to work in a worldwide, distributed team)