Head of Customer Success - Freterium

Casablanca

CDI

About our company

Freterium is a cloud-based transport management SaaS that offers the easiest and most automated way for manufacturers, retailers, and logistics firms, to manage their daily road freight shipments.

Relied on by global brands including Danone, Mondelez, Jumia, Freterium's platform helps customers boost productivity, reduce transport costs, and improve customer satisfaction.

Freterium was born in Morocco and is expanding globally. The team has more than doubled in size last year and is looking to double again in 2022. Freterium is a Y Combinator startup and part of the 212 Founders program.


Job Description

As Freterium is a fast-growing company, the challenge in the Customer Success (CS) department is to set the overall vision and strategic plan for the team, focusing on driving product adoption, leading a positive customer experience, and driving growth through gross renewals and net retention improvements,  and drive customer outcomes, product adoption, and the customer experience. In addition, the CS department plays a vital role in growing a new business from existing customers – A key growth pocket for Freterium in the upcoming years.

As Head of Customer Success, you will be responsible for developing the process and strategy for the Customer Success & Support teams. You’ll focus on metrics to assess the success of efforts and coach the team to help the company meet its goals. You will also partner closely with Marketing, Product, Operations, and Analytics to deliver a premier user experience. Customer Success is core to the customer experience at Respondent! You will grow and develop the Customer Success & Support teams. You will solidify the process around demos, onboarding, proactive outreach efforts.


Your responsibilities will include

  • Own the relationship with a portfolio of key accounts in order to drive and secure adoption of our product, ensure retention and satisfaction, and expand the business to new perimeters
  • Own ultimate responsibility for the customer's contract renewal
  • Be accountable for the alignment of complex project delivery with customer needs and priorities
  • Promote maximum value from their investment in Freterium, aiming for full utilization, identify new opportunities, and collaborate with sales and product teams to ensure growth attainment and increased footprint
  • Develop a comprehensive understanding of typical business challenges faced by customers and common objectives to appropriately map Freterium’s features and associated business benefits to address their needs
  • Serve as a customer advocate in driving industry best practices and the evolution of Freterium’s product to the customer's success
  • Develop and maintain long-term relationships with stakeholders in your account portfolio, where appropriate, by networking between customers and partners
  • Lead the organization of Steering Committees to review goals, progress, risks, and opportunities
  • Advocate customer needs and quality in all the departments of Freterium (Sales, Marketing, Product, Operations)
  • Organize workshops with your customers to help prioritize the product roadmap based on your knowledge of customers’ needs
  • Work with our marketing team to shed light on your customers’ success stories


Head of Customer Success Requirements

  • Demonstrated progressive management experience leading teams in a software company
  • Demonstrated progressive experience leading customer success managers, account management, or sales teams. Professional services experience is a plus.
  • Demonstrated progressive experience leading managers of teams in a SaaS or subscription enterprise software company
  • Proven experience leading teams, driving new and expansion sales, driving software adoption, and leveraging customer success best practices
  • Proven ability to develop strategies, translate them into initiatives and track successful delivery
  • Demonstrated ability to lead managers and successfully manage global, distributed teams across cultures, lines of business, and geographies
  • Possesses a strong management presence and leadership ability, with communication and interpersonal skills that inspire and motivate leaders and teams
  • Demonstrated operational excellence in analytical thinking, process development, and improvement, problem-solving, communication, delegation, and planning
  • Able to be flexible and agile in responding to evolving business priorities and dealing with ambiguity
  • Able to collaborate across the organization and with external stakeholders
  • Experience successfully working with senior (C-level) executives
  • Holds strong operational skills that will drive organizational efficiencies and customer satisfaction
  • Willing and able to address escalated client issues with speed and urgency
  • You share our values and work in accordance with those values.


Qualifications:

You are our next Freterium family member if you:

  • Have a  master degree in Engineering, Business, Economics, Logistics & Supply Chain from a top university
  • Have 6+ years of experience working with large enterprise customers in Consulting, Technology, Industry, Supply Chain or Retail
  • Have strong presentation skills with the ability to lead high powered workshops
  • Have good judgment, strong problem solving and pragmatic approach
  • Have a track record of reaching and exceeding targets
  • Have an excellent proficiency in French, English, and Moroccan Arabic (language strongly preferred)

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