Job Description

The mission and vision Look around you. 90% of the things you see have been in a shipping container at some point. Surprisingly, while being a 500+ billion-dollar industry, 80% The mission and vision Look around you. 90% of the things you see have been in a shipping container at some point. Surprisingly, while being a 500+ billion-dollar industry, 80% of the market is still dominated by small and medium-sized freight forwarders. They mostly organize shipments via countless back and forth in email. AGX helps these forwarders take a step forward and digitalize themselves to compete with emerging digital and global players. We provide them with the digital toolset to keep their backs free so they can focus on their superior operational service offering. We do this by building a communication and collaboration platform that slashes unnecessary emails and double data entry by connecting relevant data sources and providing a common work interface. Our vision is to standardize information exchange in international logistics like the container did for shipping - if successful, boosting global GDP by a few percentage points. We are a team uniting decades of experience in SME-, and digital forwarding, tech, and consulting. We are based in Europe, Hong Kong, Singapore, well-financed by industry experts, and have launched our beta product in Q2 22. We are building state-of-the-art products that customers love. Our team focuses on listening, speaking up to improve the status quo, and making everyone on this journey with us realise their full potential. Responsibilities As a Customer Success Manager, you will take on one of the most critical roles in AGX's Asia team. You will be the primary contact of AGX customers (small and medium-sized freight forwarders) and work closely with our COO to ensure that our customers are extremely satisfied and can fully exploit the potential of our SaaS solution. You Minimize time to value for customers by ensuring fast AGX adoption and scale-up You maximize user satisfaction, retention, and referrals Improve our offering and service by channeling customer feedback Support the buildup of a strong operations function globally More concretely, you will build the following: Onboarding & training of new users - oversee, guide, and initially own the onboarding process Understand customer outcomes by communicating with customers, analysing customer health metrics, running NPS, and gathering other feedback Identify customers at risk of churn/ roadblocks/ potential of customers Solve issues/ roadblocks/ develop solutions to unlock potential within AGX and/ or by guiding and coaching our customers, drive referrals Provide customers with the tooling to see the value delivered by AGX Build and improve systems to improve customer success effectiveness Collaboration with other AGX functions and teams globally to improve our product and support Special projects: In a startup, there is always something to be done Support building the operations team in Asia in close collaboration with the COO Requirements Ideally +5 years experience in customer success management, operational account management, or another relevant a client-facing role at a SaaS company - experience within freight forwarding/ Logtech serving freight forwarders is a strong plus OR +5 years experience in a customer-facing role working with or at sea-focused freight forwarders such as key account management or implementation management, with a strong affinity for digital processes and implementations Strong analytical skills combined with a strong sense of curiosity and ability to listen Strong English and Mandarin communication skills Highly organized and able to prioritize in a self-directed manner Passion for working with customers and delivering a great customer experience Willingness to travel Willingness to 'get your hands dirty' in fixing pressing user issues while 'seeing the big picture' Willingness to learn and use coaching feedback to improve Benefits Fully remote work or onsite in our Singapore/ Shanghai office Extremely close customer contact and work with the founder team to establish world-class customer success operations Abundant learning opportunities from day 1 Attractive remuneration including employee share options for standout talent Ample career development options as we grow our customer base and operations globally Becoming a team member of a potential industry leader and helping pioneer sustainable and green logistics in the SME forwarding sector Leading the digital transformation of an entire industry and the ability to impact it from within Flexibility to work from our 'virtual office' A workplace guaranteeing equality in gender, race and religion, and cares about employees' mental health as much as their physical health A team that does what they say, says what they do and acts across cultures based on the AGX work manifest A team that helps you grow so much you can get any job and so happy you don't want to leave