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Customer Experience & Success Manager



Customer Service
Posted on Wednesday, May 29, 2024

Pandion is a technology-first transportation provider. Tailor-made for e-commerce, Pandion delivers a high performing, carbon neutral, one-day and two-day delivery experience for all. We are a startup, and want people who are interested in moving fast, breaking things, and building something amazing from scratch.

We are an agile team with continuous integration and you will be responsible for designing and building many of the new components. Logistics provides many of the toughest problems to solve in industry. The problem space spans many challenges on which the customer experience is dependent, including forecasting demand, network route pathfinding, data analysis, and building, scaling, and improving tools. Pandion continuously seeks to focus on serving the needs of e-commerce shippers and their customers.

If you are obsessed with customers and excited to develop new technologies and high-performing operations, come build the future with us!

We are seeking a:

Customer Experience & Success Manager

Location: To be considered, you must be located in one of the following cities: Bellevue, WA // Chicago, IL // Philadelphia, PA // Dallas, TX // Los Angeles, CA // Atlanta, GA

The Role: Pandion Customer Experience & Success Managers are responsible for ensuring Customer Satisfaction by delivering an optimal level of service through strategic insights and relentlessly high operational standards. In this role, you will own building and executing strategic joint business plans with your customers; collaborating with them to explore innovative ways to optimize by constantly identifying and prioritizing the right inputs and outputs to deliver value and growth. You will be able to manage multiple workflows in a fast-paced work environment and actively participate in continuous improvement initiatives to multiply impact beyond your portfolio. You will demonstrate ownership and have the keen ability to navigate ambiguity and complexity. You are agile, inventive, and above all an advocate for the Customer.

You will:

  • Be a trusted, proactive advisor to your customers using a strategic approach, while creating tailored solutions and recommendations, where out of the box thinking is necessary.
  • Analyze themes, anecdotes, and data to advocate as the Voice of the Customer across the Pandion organization to address opportunities at root cause level.
  • Coordinate cross-functionally to resolve Customer issues and questions quickly with high quality, following up, escalating, and clearing blockers as appropriate across the organization.
  • Engage resources required to support customer implementation and onboarding.
  • Execute customer business reviews weekly, monthly, and quarterly as needed.
  • Implement and track metrics to record the success and quality of your portfolio of Customers. Use these metrics to guide your work and uncover hidden areas of opportunity.
  • Own project status communication. Consistently impart clear and concise summaries of the projects you own to your leadership/management team and are effective at answering questions in detail.

You will be evaluated on:

  • Your ability to listen and understand your customers‘ business, partnering with them to deliver outstanding results.
  • Effective communication - strong verbal, written, customer service, and social skills.
  • Delivering financial and KPI performance.
  • The ability to break down high level business problems into concrete analytical solutions.
  • A passion for innovation, problem solving, and constant change.
  • Self- motivation and independent problem solving.
  • Data motivated decision making.

We’re looking for someone who has/is:

  • 5+ years of customer success, customer experience, and/or account management experience.
  • Consistent track record of retaining customers.
  • Exceptional Excel/data management skills.
  • Strong operations or detailed customer (account) management experience, comfortable diving into the details.
  • Demonstrated ability to build trust with both internal and external stakeholders.
  • Self-directed and proactive approach to work - adept at working in highly dynamic environments.
  • A creative thinker able to develop new internal processes and push our customers to think differently.
  • 1+ years E-commerce or other logistics industry experience.
  • Technology industry and startup experience a plus.

This is a hybrid role within the US. Must be based near one of our Pandion Sort Centers or our corporate headquarters in Bellevue, WA, Chicago, IL, Philadelphia, PA, Dallas, Tx, Los Angeles, CA or Atlanta, GA .

Having boots on the ground, understanding our operations and service offering is intrinsic to being successful in this role.

Pandion offers an excellent benefits package including Medical Insurance, Dental, and Vision insurance. Employees are eligible for 401(k) contribution match. Employees are eligible for equity options to purchase stock in the company.

Pandion is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive working environment. We do not discriminate based on race, national origin, gender, gender identity, sexual orientation, protected veteran status, disability, age, or other legally protected status.