Customer Success Manager

4 days ago

haryana, India Trident HRM Services Pvt Ltd Full time

Job Title: Customer Success Manager – Ocean FreightLocation: Mumbai (chembur)/Ahmedabad/Jaipur/GurgaonDepartment: Customer Success / SalesJob SummaryWe are looking for a proactive and customer-centric Customer Success Manager – Ocean Freight to manage and nurture relationships with existing customers, ensuring their complete satisfaction and long-term retention. The ideal candidate will be responsible for driving upsell opportunities, ensuring timely problem resolution, delivering proactive service, and helping customers maximize the value of our solutions.Key ResponsibilitiesCustomer Relationship ManagementServe as the primary point of contact for assigned customers managing ocean freight (exports/imports).Build and maintain strong, long-lasting customer relationships through consistent and value-added communication.Schedule and coordinate monthly face-to-face or virtual meetings between customers and Business Managers/outside sales team.Proactive Communication & Quotation Updates (Most Important KRA)Regularly update and share rate quotations, shipment statuses, and any other relevant updates proactively.Ensure no customer is left waiting for information — be ahead of the curve.Problem Solving & Issue ResolutionAddress and resolve customer issues promptly and professionally, ensuring a high level of satisfaction.Coordinate internally with operations, documentation, and IT teams to resolve bottlenecks swiftly.Revenue Growth & UpsellingIdentify opportunities to upsell additional services across the supply chain.Work towards handling 100% of the customer's ocean freight business (exports + imports).Consistently follow up with customers to increase Clearship's wallet share.Customer Onboarding & TrainingGuide and train customers on new system features, SOP changes, or IT developments.Ensure a smooth and supportive onboarding experience for new or transitioning clients.Accounts & Collections CoordinationFollow up on outstanding payments and ensure timely collections in coordination with the finance team.Customer RetentionMonitor customer satisfaction and engagement.Take preemptive steps to prevent churn. NKey RequirementsBachelor's degree (preferred in Logistics, Business, or related field).5+ years of experience in customer success, account management, or ocean freight operations.Strong understanding of ocean freight (import/export documentation, pricing, trade lanes).Proactive, problem-solving mindset with excellent follow-up discipline.Excellent verbal and written communication skills.Strong negotiation and interpersonal skills.CRM and logistics system proficiency preferred.Job Types: Full-time, PermanentPay: ₹1,000, ₹1,400,000.00 per yearExperience:Total : 5 years (Preferred)KAM or customer relations in ocean freight: 4 years (Preferred)Work Location: In person

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