Customer Success Associate

Our client’s mission is to simplify logistics payments. This company is building modern economic infrastructure to enable frictionless payments for one of the world's largest industries – logistics. Shippers, carriers and 3pls that onboard to this company eliminate painful billing and payment errors – resulting in spending 4% less and an 80% increase in back office productivity. Our client's new logistics payment platform won’t just change how people pay. It’s going to fundamentally move logistics forward. Our client has a product-obsessed team that enjoys building core infrastructure that impacts everyone. Investors include Founders Fund, 8VC, Susa Ventures, Flexport, and 50 industry leading angel investors. The team is made up of talented individuals from technology companies like Uber, Google, Flexport, Meta, Intuit and Rakuten – as well as traditional logistics companies like CH Robinson.

Customer Success Associate:
As a Customer Success Associate, you will be responsible for managing the audit process; ensuring accuracy, automation and continuous improvement to meet client’s key performance indicators. The Customer Success Associate is directly responsible for reducing overcharges, optimizing invoice management, and enabling actionable data for clients that is critical to their business. You will play a key role in identifying opportunities and ways to improve the company’s products to enhance customer experience and stickiness, working alongside Customer Success Managers, Product and Engineering. Individuals in this role can grow into Customer Success Managers if they demonstrate aptitude and interest in that path.

Job Type: Full-time/hybrid

Responsibilities:

• Oversee and manage the day-to-day audit process for clients
• Proactively identify changes our client can make to their internal application in order to improve and enable automation to the audit process
• Partner cross functionally with Customer Success, Engineering and Product to provide critical feedback on the audit process and make suggested improvements
• Analyze freight cost data; identify discrepancies and errors in carrier billing; work with carriers to address systemic issues
• Support customers through managing disputes, claims, and other exceptions related to billing and payment transactions
• Take the perspective of who the company serves into everything you do, anticipating client needs, and responding quickly
• Partner with Customer Success Managers to ensure client satisfaction and retention

Experience:

• Entry level experience with desire to learn new skills; previous experience in operations, customer service or account management in the logistics/transportation industry is nice to have
• Ability to collect data, analyze results, and draw valid conclusions
• Passion for technology and data
• Obsessive attention to detail
• Proven problem solving results
• Excellent written & spoken communication skills

This position offers a competitive base salary.

*LI-MK2
#LI-Hybrid

Related to: SaaS, Software as a Service, Technology, Software Solutions, Technology Solutions, Data Solutions, Analytics, Finance, claims, adjustments, tracking, insurance, legal, inspection, expenses, liabilities, cash flow, P&L, profit and loss, assets, income, expenditures, equity, balance, sheet, Customer service, client relationships, customer relationships, client growth, maintain clients, account maintenance, build relationships, grow clientele, grow business, RFP, RFQ, generate sales, Entry Level, Entry-Level, Recent Graduate, College Graduate, No Experience, Independent Contributor, Team Player, Individual Contributor, IC