WaveBL

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Enterprise CSM

WaveBL seeks a motivated and experienced CSM Team Lead to help us manage our growing customer portfolio. In this role, you will maximize our product value for existing customers, drive usage, and grow company revenue with your professional team.

 

Who we are: 

Wave BL is a blockchain-based digital courier platform that mirrors the traditional process for transferring original paper documents ⁠— electronically. Our solution enables instant, encrypted and authenticated transfer of Bills of Lading and other unique digital documents. Wave BL’s platform is designed to meet the needs of every member along the supply chain, from the smallest importer to the largest shipping carriers and banks.

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Responsibilities:

  • Take E2E ownership and accountability for a large portfolio of
    existing, paying accounts + a small CSM team. Manage your CSM
    team efficiently under a set of goals and KPIs.
  • Build and maintain strong, trustful, long-lasting client
    relationships and ensure retention.
  • Manage and develop the overall business relationship in line
    with our company’s strategy and Value Proposition, and
    constantly enhance the “network effect”.
  • Maximize product value for our customer and keep them
    updated about new features and potential use cases. Manage
    upsell, cross-sell and renewals.
  • Coordinate and monitor all operational activities related to
    support, network expansion and ongoing customer usage.
  • Manage customer activity with CRM tools for maximum
    efficiency and visibility, with carefully executed follow-up to
    closure on open issues.
  • Ensure the timely and successful delivery of our solutions
    according to customer needs.
  • Review customer compliance and provide insights to the
    relevant teams within the company.

Requirements:

  • Customer-obsessive, with 5-8 years of solid CSM experience 
    (SaaS background preferred) + at least 1 tenure as a team lead
    or manager of people.
  • Team player able to effectively interact with multiple colleagues
    and business partners across the company.
  • Good business acumen. Can pitch to customers, and effectively
    upsell features, use cases and usage volumes.
  • Problem solver who can find solutions to under-usage, pinpoint
    pains and obstacles and efficiently remove them to drive
    adoption.
  • Self-starter – resourceful and creative in learning new domains
    but also a team player. Fast learner with a range of technical
    systems.
  • Quick on your feet – Research, Analyze, Record, and respond to
    data, analysis, and customer issues with accurate and agile
    solutions.
  • Excellent written and verbal communication / presentation skills
    in English (other languages – advantage).
  • Strong Familiarity with Salesforce, Monday, Jira – Advantage.
  • Proven knowledge and experience in the Supply Chain /
    Shipping / International Trade industry – Advantage.
  • Proven understanding of “Network Effect” business model
    and experience – Advantage.

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