Commercial Customer Experience Manager

**Commercial Customer Experience Manager, Europe**

Are you looking to put your technical and business acumen to work at a fast-growing Silicon Valley startup? Willing to roll up your sleeves, jump in, and create results working alongside a seasoned, dedicated group of entrepreneurs? Roambee Corporation is a Santa Clara based IoT tech startup revolutionizing the way shipments and assets get monitored around the world in real time. By providing an easy, trusted, on-demand service, we create new opportunities for people to unlock efficiencies, gain more security, achieve improved levels of collaboration, and receive actionable information. With 200+ customers in over 15 countries, and offices in Silicon Valley, Mexico, Brazil, Germany, Switzerland, UK, India and Singapore, we work with our customers to ensure they have a new degree of control of their shipments than ever thought possible.

Roambee has the heart, soul, and work-ethic of a start-up, along with significant business momentum and measurable success. You will get the opportunity to work side-by-side as well as virtually, with talented, really smart people who have already cut their chops at the big companies and other successful start-ups. Now, we've chosen to take the professional risks - and earn the rewards - that comes with building a global business from the ground up. If this excites you too, then consider joining us.

As a Commercial Customer Experience Manager, you will cater to medium and commercial accounts. You will be responsible for the success of Roambee’s customer-centric vision and meeting business goals throughout their journey, delivering exceptional customer service, identifying client solution requirements, aligning resources to execute them, and interface with customers regarding operations as needed. Bring your experience and ideas and be a part of creating success

You can be based in either Dusseldorf or Zurich and report to our Regional Head of CX.

Your Areas of Responsibility:

- Drive customer retention, reduce churn and improve customer satisfaction by being a knowledgeable advisor to the customer
- Continually review and evolve the account, making sure the customer understands and uses the solution to derive value
- Own renewals, upsells and cross sell revenue
- Work independently on the technical and operational implementation of Roambee’s solution with new accounts and proofs of value. Support with demos, onboardings, trainings and regular check-ins during the entire customer journey.
- Be a pro-active member of the CX team. Bring in own ideas into Roambee’s customer-centric strategy and evaluate their efficiency and success.
- Drive recurring customer meetings and reviews, including QBR’s.
- Identify customer needs and take proactive steps to maintain positive experiences.
- Respond to customer queries in a timely and effective manner.
- Document processes and log technical issues, as well as customer compliments and complaints.
- Drive customer engagement initiatives to improve and enhance their perceptions and experience.
- Contribute to the planning process, helping to shape the strategies and tactics within the team.
- Establish and report KPI’s and performance metrics for your function.
- Develop strong relationships with business executives and engineering team to create successful engagements which grow Roambee’s revenue.
- Work with our partners on sales and business development initiatives.

What We’re Looking For:

- Between 3 and 5 years of experience in:

- Business Consultant, Business Reviews or other customer facing work
- Pre-sales, conducting solution demos
- Writing SoWs (Statements of work)
- Project management
- Translating the customer requirements to the internal engineering and data teams
- Interest in supply chain management or transportation and logistics industry experience is a big plus
- Fluent spoken and written English is mandatory, other languages are a plus.

We are looking for a person who is:

- Highly organized, with an ability to prioritize time-sensitive assignments.
- A leader and proactive ‘Can Do’ person that is persuasive and has a proven track record driving successful projects.
- Energetic, self-motivated, with a strong propensity to succeed.
- Interest in supply chain management or transportation and logistics industry experience is a big plus

Compensation is negotiable and depends on experience and skill level. Our compensation consists of salary, performance bonus, and stock options.