Customer Success Manager for TMS

About the position

The Customer Success Manager (CSM) for a Transportation Management System (TMS) plays a pivotal role in ensuring the success and satisfaction of clients using the TMS platform. This position requires a blend of customer service, technical aptitude, and industry experience to guide clients through the implementation and optimization of TMS solutions. Will work closely with Sales, Support, and Product Ownership from demonstration of product through implementation and continued customer satisfaction. This role will help drive alignment of customer needs and solution fit through the sales, implementation, and maintenance cycles, ensuring delivery of Spot’s TMS solution is on time and exceeds customer requirements.

Responsibilities

• Facilitate the onboarding process for new clients, ensuring they understand and can effectively use the TMS platform.
• Provide comprehensive training sessions to clients, both remotely and on-site, covering all aspects of the TMS.
• Maintain regular communication with clients to understand their needs and address any concerns or issues promptly.
• Track client usage and performance metrics to identify areas for improvement and provide actionable insights.
• Advocate for customer needs within the organization to drive product enhancements and improve user experience.
• Work closely with technical support teams to resolve any technical issues clients may encounter.
• Gather and analyze client feedback to inform product development and service improvements.
• Manage contract renewals and identify opportunities for upselling additional services and features.

Requirements

• Comprehensive understanding of transportation and logistics processes and challenges.
• Experience from both the TMS side and as an actual shipper is a plus.
• Experience with TMS software and related technologies.
• Excellent verbal and written communication skills, with the ability to explain complex concepts clearly.
• Strong analytical and problem-solving abilities to address client issues effectively.
• A genuine passion for helping clients succeed and building strong relationships.
• Ability to manage multiple client projects simultaneously, ensuring timely delivery and quality.
• Flexibility to adjust to changing client needs and industry developments.
• Work collaboratively with cross-functional teams to deliver seamless support to clients.

Nice-to-haves

• Bachelor’s Degree in Business Administration, Logistics, Supply Chain Management, or a related field.
• Minimum of 3-5 years of experience in customer success, account management, or a similar role within the transportation or logistics industry.
• Proven experience working with TMS platforms.