Customer Assurance Manager

About our company

Optimal Dynamics is on a mission to automate and optimize the logistics industry through the use of advanced analytics. We are based on more than three decades of R&D at Princeton University and represent the most sophisticated technology ever developed for the logistics industry. Our customers experience sustained, tangible results with double-digit revenue lift after integration. Optimal Dynamics is a high-growth early-stage company with ~60 employees and $55M in funding. 

About the team

We are a team of bright, kind, and solution-oriented people focused on creating value for our customers. We can solve problems individually, but understand that the best solutions are found when the team brainstorms ideas together. We are excited about balancing the need to deploy new solutions quickly and designing solutions that are secured, reliable, maintainable and scalable for the long run.

Role Overview

As a Success Assurance Manager at Optimal Dynamics, you will play a pivotal role in ensuring our customers achieve their desired outcomes and derive maximum value from our innovative logistics solutions. You will be responsible for driving product adoption, building and nurturing strong relationships with customers, and proactively managing their success journey. By acting as the primary liaison between customers and internal teams, you will facilitate seamless post-deployment support, address challenges, and identify opportunities for growth and expansion.

Key Responsibilities

Customer Outcomes and Value Maximization

• Ensure customers achieve their desired outcomes with Optimal Dynamics solutions by understanding their goals and aligning our offerings to meet their needs.
• Develop tailored strategies to drive product adoption, increase usage, and demonstrate the value of our solutions to customers.

Relationship Building

• Cultivate and maintain strong relationships with key stakeholders and decision-makers within customer organizations to foster loyalty and trust.
• Conduct regular check-ins and business reviews to assess customer satisfaction, gather feedback, and address any concerns or challenges they may be facing.

Proactive Customer Management

• Monitor customer health metrics and identify potential risks to retention, proactively addressing issues to ensure a positive experience.
• Provide guidance and support to customers on best practices, helping them navigate challenges and leverage the full capabilities of our platform.

Liaison Between Customers and Internal Teams

• Act as the primary point of contact for customers post-deployment, ensuring effective communication and coordination with internal teams, such as support, engineering, and product management.
• Collaborate with internal stakeholders to address customer challenges, escalate issues as needed, and ensure timely resolutions.

Identifying Expansion Opportunities

• Stay informed about customers’ evolving needs and identify opportunities for upselling or cross-selling additional products and services.
• Present expansion proposals and work with customers to develop strategies for integrating additional solutions into their operations.

Training and Onboarding Support

• Facilitate customer onboarding processes, ensuring a smooth transition to our platform and providing training sessions to empower customers in utilizing our solutions effectively.
• Develop and maintain training materials and resources to support customer learning and adoption initiatives.

Feedback Loop and Continuous Improvement

• Gather and analyze customer feedback to identify trends and areas for improvement in our products and services, collaborating with internal teams to drive enhancements.
• Share insights and best practices with colleagues to promote a culture of continuous improvement and customer-centric innovation.

Performance Monitoring and Reporting

• Track and report on key performance indicators (KPIs) related to customer success, such as product adoption rates, satisfaction scores, and retention metrics.
• Provide regular updates to leadership on customer success initiatives, challenges, and outcomes to inform strategic decision-making.

Travel

• 25%-50%

Experience

• Bachelor’s degree in Business, Supply Chain Management, Logistics, or a related field. Advanced degrees (MBA or relevant certifications) are a plus but not typically required.
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