Customer Excellence Manager M/F

Founded in 2017, Wakeo is the leading visibility platform in overseas transportation and helps global leaders provide a cutting-edge customer experience and improve operational efficiency.

By providing a SaaS platform which brings real-time visibility on B2B multimodal transport flows (sea, air, and road), Wakeo helps shippers and forwarders improve customer experience, anticipate delays and objectify performance.

Wakeo’s machine learning and advanced in-house algorithms turn the supply chain from reactive to predictive. With predictive ETAs which are calculated to anticipate and manage by exceptions deviations or delays.

The company already operates in 42 countries around the world and is rapidly growing its network.

And we do not plan to stop there !

As a Customer Excellence Manager, you will take part in each phase of the pre-sales & customer success process.

Therefore, your missions will be as follows:

Pre sales:

• Analyze prospect requirements (RFI/RFP/RFQ) to build/deliver custom product demonstrations which focus on key business drivers/ differentiators and functional requirements.
• Work closely with our Marketing team to build customers’ success story and share with our product team all product feedback from leads.
• Work closely with Sales to ensure successful closure of the sales process and maintain all sales cycle activities within our CRM system

Post sales :

• Be an expert on our product and maintain up to date knowledge of supply chain & transport industries, market trends, technologies & competition landscape.
• Define and work pro-actively on achieving our “joint success plan” with our customers.
• Proactively manage multiple accounts to ensure customer’s success in services renewal, adoption of products, customer health and identify opportunities for up-sell and cross sell.
• Facilitate Quarterly Business Reviews with customers and act as advocate for our customers with our product teams Non-exhaustive list of missions.

• A minimum of 4 years of experience acquired in business consulting or supply chain solutions or customer solution for a service logistic provider.
• Past experiences working with enterprise customers in customer-facing roles including Account Management or Customer Success, or, with a Saas or platform product is a plus.
• You quickly see the coherence in a complex set of information. You come up with solutions and concepts that you are able to communicate clearly, both in writing and orally.
• Highly organized with a strong sense of urgency to meet deadlines, you are analytical and solution oriented.
• You have the ability to be strategic, but you still roll up your sleeves to accomplish what needs to be done. Journeys to customers, also abroad, are not a problem for you.
• Fluent English is a must have, other language is a plus.