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Customer Manager

Customer Manager

nShiftTilburg, Noord-Brabant, .NL
8 dagen geleden
Functieomschrijving

About Us

nShift is the leading global provider of cloud delivery management solutions (SaaS), we enable the frictionless shipment and return of almost one billion shipments across 190 countries each year. We are headquartered in London and Oslo and have over 460 employees across offices in Sweden, Finland, Norway, Denmark, the United Kingdom, Poland, the Netherlands, Belgium, and Romania.

Our software is used by many of the world leading e-commerce, retail, manufacturing, and 3PL shippers due to us having over 1000 carriers integrated into our platform, nearly 3 times more than our competitors!

If you buy goods online, there is a strong chance that nShift has powered that delivery, so come and join us as we shape the future of shipping, one frictionless journey at a time.

Purpose of role

This role is preferably based in Tilburg, but we are open to considering remote candidates within the Netherlands.)

The Customer Management team oversees the company's existing accounts, focusing on growth and retention. Responsibilities include identifying upsell and cross-sell opportunities for nShift's products, countering churn through increased product knowledge, addressing issues, and expanding contacts within customer companies.

The role involves collaborating with external and internal stakeholders, conducting business reviews, serving as the customers' spokesperson internally, and guiding them to success. The position requires working with customers from various European markets along with your home market.

Overall responsibility

  • Commercial responsibility for your assigned accounts
  • Ensure customer experience and a high customer value, develop commitment, and increase customer satisfaction, all to secure long-term relationships, increased revenue, and continued growth where possible
  • Categorizing customers into possibilities of upselling and making sure our offering to the customer develops and changes to meet their needs
  • Continuous collaboration, holding business reviews as appropriate, being the customers' spokesperson internally in nShift
  • Collaborating with relevant nShift departments to ensure customer satisfaction and retention
  • Increase nShift’s footprint within the customer (upsell and cross-sell), increase the scope of nShift’s products in use (functions and functionality), and broaden the use (target new departments, etc. at customers), where possible.
  • Securing customer advocacy

The area of responsibility includes :

  • Organize, prioritize, and execute various account activities and focus areas to maximize growth.
  • Identify and pursue opportunities to upsell and cross-sell additional nShift products and services.
  • Work closely with cross-functional teams, including Finance, Technical Sales Support, Customer Services, Product Management, and Professional Services to ensure customer satisfaction at the highest level.
  • Conduct business reviews as appropriate with customers.
  • Grow accounts commercially while meeting targets.
  • Precisely forecast and maintain a high level of accuracy in the CRM.
  • Identify and provide feedback on product improvements or new products based on industry trends, market activities, competitor analysis, and account feedback.
  • Maintain professional and technical knowledge by attending internal educational sessions.
  • Occasional travel is required to engage with customers and prospects.

    • Competence and experience

  • Proven commercial and business acumen with the ability to develop business through outbound and inbound opportunities.
  • Experience in identifying, qualifying, prioritizing, and closing business opportunities.
  • Demonstrated success in sales and account management for Mid-Market and Enterprise size customers, with the ability to navigate and manage sales cycles.
  • Strong relationship management and networking abilities across different organizational levels, with an interest in nurturing and expanding pipelines.
  • Proven track record of achieving quotas and KPIs.
  • Experience in selling within Technology / Logistics B2B / SaaS / carrier / WMS / OMS / TMS / 3PL / e-commerce software is a key advantage.
  • Ability to review, analyze, and understand contracts.
  • Energetic, proactive approach, with the ability to work both independently and collaboratively within a team.
  • A university degree or equivalent education is an advantage.
  • Fluency in Dutch and English (written and spoken). Other language skills such as German, Danish, French or Swedish are an advantage
  • Flexible mindset and can-do attitude, with a willingness to adapt to customer and organizational needs.
  • Strong negotiation skills.
  • Proficiency in CRM (Salesforce) and MS Office Suite.

    • Meet your Manager - Henrik Sandström Head of Key Account Sales

    How long have you worked for nShift?

    I joined nShift in August 2018, so already in my 6

    year!

    What do you love about nShift?

    The people! Every day I have the pleasure to work with so many great colleagues. Everyone is helpful thanks to our broad product offering and the complexity of what we do, there is such a variety and broad spectrum of competencies in nShift that you can engage with, get help, and learn from.

    The learning curve! Coming from the global freight forwarding industry into a SaaS company has been challenging but very rewarding. I´ve learned so much during my time here and haven´t regretted joining nShift a single day.

    The products! We have great products that create value for customers every day. It's business critical our products are working at all times and that keeps us sharp and on our toes as an organization.

    What difference will this role make to nShift if I join?

    This is a vital role working within the Customer Management team. You’ll be faced with managing multiple customer accounts, not only in size but also in geographical coverage. Having to navigate through business stakeholders from e-commerce, customer experience, logistics and fulfillment, IT, procurement, no deal or day is boring…

    Whilst also working with key departments internally to ensure a smooth transition for the customer, you’ll build effective relationships with professional services, customer services, product, finance, and marketing.

    In this role, You will contribute to the success of our customers. You will secure attention, drive dialogues, and support the customers in their business development initiatives, maximizing the attained value of our products.

    At nShift, we believe in embracing diversity in all forms and fostering an inclusive environment for everyone, which we believe is essential for our continued success. We're an equal opportunity employer, meaning all applicants will receive consideration for employment without regard to ethnicity, religion, sexual orientation, gender identity, family or parental status, national origin, veteran, neurodiversity, or disability status.

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