Who are we?
Gravity, voted one of the 10 Most Innovative Supply Chain Management Solution Providers in 2018, is a rapidly growing HK-based technology company with offices in Australia, Singapore, South Africa, UK, and the US.
We deliver solutions, which bring supply chains up to date with the demands of the modern consumer. We do this through a set of apps built using the latest in cloud, big data analytics and mobile technologies, all optimized for the 24/7 Digital Customer.
What is the Customer Success Manager – Europe role?
As the Customer Success Manager for Europe, you will be responsible for the performance and development of the Gravity customer base in the region.
You will be the primary customer contact and will oversee the complete customer lifecycle, from solution scoping through to implementation and on-going customer account management, retention, satisfaction growth and revenue up-sell of our real-time supply chain and logistics management platform.
You will be integral in influencing our company to think and act in the best interest of our existing and future customers.
What you’ll be doing…
o Serve as a trusted advisor to our customers by deeply understanding their needs and building long term relationships, which includes increasing adoption, ensuring customer retention and full reference-ability.
o Responsible for managing the portfolio of existing and future customers across the region.
o Tracking and communicating progress and outcomes of success plans for each customer.
o Identify and document regional best practices while also sharing global best practices across several functional domains.
o Preparing, leading and assisting with product demonstrations, solution scoping, process mapping workshops including the creation of output documentation.
o Supporting and facilitating the customer’s adoption of the Gravity platform, features, and functionalities.
o Maintains a deep understanding of our products and practices to serve as a point person for our accounts.
o Planning and leading product implementation into the customers’ business.
o Minimum of 5 years’ experience in a customer success, relationship management, or a customer facing role.
o Experience in supply chain management and logistics (either from providing operational and solutions services as a user of such services within or a retailer, brands or consumer goods company) and ideally with experience of using supply chain, global trade, and logistics software at a detailed level.
o Experience of working in a tech environment and desirable experience of using project management software. Working closely with Product Teams to define challenges and requirements, to onboard customers and deliver exceptional solutions.
o Have an excellent command of written and spoken business English with an additional European language a bonus.
o High comfort level of senior client engagement across procurement, supply chain, logistics, IT and Finance.
o High comfort level in carrying out presentations and product demonstrations and relating these to individual client requirements and pain points.
o Effective at leading and facilitating meetings, workshops and scoping sessions.
o Excel at understanding business and solution requirements, then documenting them effectively for others.
o Highly-ethical, motivated, fun-loving and accepting of others with strong communication skills.
o Ability to travel (including internationally).
What we’ll offer you…
First and foremost, you’ll work/learn/grow with a team of talented people from a wide variety of disciplines, backgrounds and who want to deliver truly amazing products based in Hong Kong.
In addition to the team, we offer all the usual stuff:
- Competitive compensation and benefits
- Generous annual leave
- Flat organizational structure that ensures you have a major influence on the products we build and sell
If this opportunity excites you and you match with what we are looking for, then send us your CV together with details of your current package to email@example.com.
We will contact you if you get shortlisted for an interview.
Personal data collected will be used for recruitment purposes only.