Company Profile

3PL Central is the fastest growing Software as a Service (SaaS) solution in the warehouse management and supply chain execution market. Our customer base ranges from small and medium sized 3PLs to large Fortune 500 firms and spans 48 states, 16 countries and 5 continents. 3PL Central was born 10 years ago within an active 3PL warehouse operation and as such, prides itself on understanding the customer's needs and goals.

Job Description

You just purchased a brand-new piece of software, now what?  Do you know how to use all the features? Do you know which features you should be using?  The Junior Customer Success Manager work with our customers during their first six months to ensure that they get as much value out of our software as possible.  Business to business software setup and useage can be complex.  The Junior Customer Success Manager is responsible for our new customer’s onboarding experience, teaming up with our Customer Success and Professional Services teams to get our customers “up and running” as quickly as possible. 

What your first year looks like:

As much as you will be setting our customers up for success, you will be doing the same for yourself!  This is a role designed to give you exposure to our business as you train to become a Customer Success Manager.  Here are your quarterly benchmarks:

• Quarter 1:
  • Familiarize yourself with 3PL Central’s product and services suite and articulate each of their value props to our customers
  • Coordinate all aspects of our customer’s onboarding experience
• Quarter 2:
  • Drive down our average time to onboard each customer
  • Take on more of the technical conversations
• Quarter 3:
  • Sit in with your Customer Success Manager colleagues to learn sales process
  • Start to sell additional implementations to your customers
• Quarter 4:
  • Sharpen your skills and get ready to become a Customer Success Manager

Key Deliverables

• Shorten the time to value during the first few months of our customers’ useage
• Deliver consistent and proactive customer interactions to build relationships, trust, and loyalty
• Provide supplementary product-based education to customers, driving product adoption
• Recognize expansion opportunities and work with Customer Success Managers to grow opportunities
• Respond to and manage escalations as appropriate

You are perfect for this role if you are/have:

• Obsessive problem-solving skills with close attention to detail, relentless urgency and follow through
• Ownership of your responsibilities and a “get it done” attitude, even in ambiguous situations
• Excellent interpersonal skills. People want to hang out with you once they’ve met you
• Effective communicator across all mediums (phone, presentation, email, etc)
• Love of process and operations, but can also easily learn and adapt
• Empathetic with a knack for understanding what a customer needs and why they need it
• Strong situation management skills, follow through, and the ownership/accountability gene