Key Account Manager (m/f/d)

Permanent employee, Full-time · Mertert

Your life at Shipsta
Do you have the 6th sense that it takes to know when a customer wants a new feature? Does your heart flutter when you think about hands-on customer contact? Do you want to work for an agile and growing SaaS company with big dreams and an even better team?

Our team at SHIPSTA strives to live up to our company value 'Execution Excellence' every second of the working day. Our goal is to disrupt the logistics industry - and we firmly believe that team work will make our dream work.

We currently have 65+ great ShipSTARs across our two offices in Luxembourg and Hamburg - and we have BIG plans for growth!

We are more than ready to become the world's best logistics eProcurement platform, making it as easy as buying a pizza with your phone. We are newly creating the role of Key Account Manager and are looking forward to the success of this new colleague!

The Key Account Manager is responsible for customer relationships that promote retention and loyalty to achieve maximum value. Their main task is to work closely with existing customers to ensure platform satisfaction and to improve upon areas of dissatisfaction. Moreover, the Key Account Manager is responsible to recognize upsell potential, all while demonstrating superior product and feature knowledge. In this position, the employee needs to foresee and understand client’s digital supply chain challenges, business objectives and deliver recommendations based on our solutions.
A successful Key Account Manager at SHIPSTA is able to show their drive for success: You plan your days according on how to have an impact on your customer accounts. What can be done in order to solve problems and tackle challenges? You have clear goals for your role and know how to measure them with the respective KPIs, such as upsell rates, expansion opportunity, NPS score and engagement metrics. You speak the language of the customers, know their pain points, how they think and behave. Customer engagement is proactively used to improve and engineer the customer experience. You make sure that our customers do not forget why they chose Shipsta in the first place.

Area of responsibilities

Value Realization
  • Customer advocacy: Act as the voice of our customers and help them to articulate the benefits they are looking to get from Shipsta, and to help them keep track of their performance and use of the platform
  • Increase customer adoption of key platform features and best practices to maximize ROI, ensuring the basis for retention, satisfaction, and growth.
  • Analyse customer usage in internal data systems to identify, communicate, and act upon both risks and opportunities; proactively drive data-driven, account-focused campaigns to increase customer engagement and product adoption
Product knowledge:
  • Maintain an understanding of our products, features and roadmap, to guide customers to success and continue to drive up their adoption score to increase up- and cross-selling.
  • Educate customers on the latest, and most relevant features and functionality in relation to their specific requirements.
Relationship Building:
  • Establish a strategic, trusted advisor relationship at the highest relevant levels by guiding the customer on best practice usage of the platform to help manage risk and meet/exceed their objectives.
  • Developing healthy customer relationships and evaluating and analysing customer needs
  • Performing periodic health checks with existing customers and following up on renewals
  • Work with customers to understand their unique goals and business processes as well as provide expert knowledge of Shipsta; nurture relationships with influential stakeholders and empower them to be Shipsta champions
  • Influence the mindset of customers by challenging the status quo and constantly delivering innovation to grow our customer’s business
Cross-Functional Collaboration:
  • Partner with Sales to build strategic account plans, create executive relationships, drive customer satisfaction and identify expansion opportunities
  • Identify growth opportunities within your customer’s organisation that lead to increasing their return on investment working with Shipsta
  • Work collaboratively with the Marketing team to build customer references and co-develop resources to better our customers
What you should bring along
  • Experience in managing a book of high-value customer relationships in pre and post-sales or deployment to drive adoption
  • Can demonstrate ability to work in complex customer environments at executive and department levels
  • Ability to identifying and forging relationships with decision makers and influential stakeholders
  • Willing to travel extensively (customer visits)
  • Logistics & Supply Chain experience/knowledge
  • Experience with SaaS platform sales (B2B enterprise)
  • Customer-first mindset, you are devoted to ensuring our customer’s success and adoption of Shipsta and advocate for their needs
  • Excellent communication and listening skills
  • You are proactive and problem-solving
  • English and German are a must, all additional languages, such as French, are an asset
If you have these following traits, you're a real hero...
  • Experience in log-tech or other similar niche industries
About us

SHIPSTA is an international logistics startup and software company founded in 2015, based in Mertert in Luxembourg and a subsidiary in the Digital Logistics Hub in Hamburg. SHIPSTA has focused on the development of intelligent software solutions.

Specialized for the digital and smart purchasing of logistics services, including both freight tenders as well as short-term rate requests for transports in the online marketplace.

More than 60 employees work on the anew every day on the digitization of logistics purchasing and are looking forward to your support. Become part of a rapidly growing and dynamic crew and apply today!

We are looking forward to hearing from you!
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