Customer Manager, Small and Medium Business

About Us

nShift is the leading global provider of cloud delivery management solutions (SaaS), we enable the frictionless shipment and return of almost one billion shipments across 190 countries each year. We are headquartered in London and Oslo and have over 460 employees across offices in Sweden, Finland, Norway, Denmark, the United Kingdom, Poland, the Netherlands, Belgium, and Romania.

Our software is used by many of the world leading e-commerce, retail, manufacturing, and 3PL shippers due to us having over 1000 carriers integrated into our platform, nearly 3 times more than our competitors!

If you buy goods online, there is a strong chance that nShift has powered that delivery, so come and join us as we shape the future of shipping, one frictionless journey at a time.

Purpose of Role:
The Customer Management team oversees the company's existing accounts, focusing on growth and retention. Responsibilities include identifying upsell and cross-sell opportunities for nShift's products, countering churn through increased product knowledge, addressing issues, and expanding contacts within customer companies.
The role involves collaborating with external and internal stakeholders, conducting business reviews, serving as the customers' spokesperson internally, and guiding them to success. The position requires working with customers from various European markets along with your home market.

Overall responsibility:

• Commercial responsibility for assigned accounts, ensuring customer experience, high value, and satisfaction to secure long-term relationships, increased revenue, and continued growth.
• Customer development, categorizing opportunities for upselling and ensuring our offering evolves to meet customer needs.
• Continuous collaboration, holding business reviews as appropriate, being the customers' spokesperson internally at nShift.
• Cross-functional cooperation, working with relevant nShift departments (e.g., marketing, professional services) to ensure customer satisfaction, retention, and advocacy.
• Growth & Expansion, increasing nShift’s footprint within customers (upsell, cross-sell), expanding product usage, and targeting new departments where possible.
• Strategic execution, organizing, prioritizing, and executing account activities to maximize growth.
• Forecasting & Insights, maintaining accuracy in CRM, identifying product improvements, and providing market feedback.
• Professional development, maintaining technical knowledge through internal education.
• Customer engagement, including occasional travel to strengthen relationships and identify new opportunities.

About You:

To succeed in this role, you should have experience in customer success, sales, and achieving targets. Strong communication skills will be key to building lasting relationships with customers from their first interaction through their entire nShift journey. If you're a motivated, results-driven team player, we’d love to connect with you.

Competence and experience:

• Proven commercial and business acumen with the ability to develop business through outbound and inbound opportunities.
• Experience in identifying, qualifying, prioritizing, and closing business opportunities.
• Demonstrated success in selling to SMB and lower mid-market companies, with the ability to navigate and manage sales cycles.
• Strong relationship management and networking abilities across different organizational levels, with an interest in nurturing and expanding pipelines.
• Proven track record of achieving quotas and KPIs.
• Fluency in Dutch and English (written and spoken). Additional European languages such as German are an advantage.
• Experience in selling within Technology / Logistics B2B / SaaS / carrier / WMS / OMS / TMS / 3PL / e-commerce software is a key advantage.
• Ability to review, analyze, and understand contracts.
• Energetic, proactive approach, with the ability to work both independently and collaboratively within a team.
  • Flexible mindset and can-do attitude, with a willingness to adapt to customer and organizational needs.
  • Strong negotiation skills.
  • A university degree or equivalent education is an advantage.

Meet your Manager:

Therese Mucherie - Director of Customer Management

What do you love about nShift?

We have a very supportive and collaborative culture where everyone is willing to help you. Everyone is willing to share knowledge and experience to ensure your onboarding is successful and you become “one of the team” quickly.

What difference will this role make to nShift if I