About Loop
Loop is on a mission to unlock profits trapped in the supply chain and lower costs for consumers. Bad data and inefficient workflows create friction that limits working capital and raises costs for every supply chain stakeholder.
Loop’s modern audit and pay platform uses our domain-driven AI to harness the complexity of supply chain data and documentation. We improve transportation spend visibility so companies can control their costs and power profit. That is why industry leaders like J.P. Morgan Chase, Great Dane, Emerge, and Loadsmart work with Loop.
Our investors include J.P. Morgan, Index Ventures, Founders Fund, 8VC, Susa Ventures, Flexport, and 50 industry-leading angel investors. Our team brings subject matter expertise from companies like Uber, Google, Flexport, Meta, Samsara, Intuit, Rakuten, and long-standing industry leaders like C.H. Robinson.
About the Role
Each and every day the Customer Success team works to ensure that our clients are maximizing the value they are receiving from Loop. You will handle client onboarding, training, provide client support via email, phone and in person meetings, and be responsible for renewals. You will play a key role in identifying business opportunities and ways to improve our products and enhance customer experience and stickiness.
To do this, you will collaborate with teammates in all facets of the business – most notably Sales, Product and Data Science.
Key Responsibilities
Ensure customers are receiving value from the service through product adoption and overall customer satisfaction
Customer onboarding (2-3 month process) including gathering of required documents, 3rd party credentials, and customer requirements and validation testing
Attending customer mid-point check-ins and final reviews with the goal of converting pilots into contracts
Support customers through managing disputes, claims, and other exceptions related to billing and payment transactions
Bring the voice of the customer to the product development team
Understand how customers are using the product and find ways for them to use it more effectively and increase ROI
Drive regularly scheduled check-ins, QBRs with customers while monitoring client satisfaction
Identify new business opportunities and develop account plans for ensuring customer retention and expansion
Maintain a trusted advisor relationship with each assigned client
Proactively identify changes we can make to our application to make our customers' lives easier
Work with Engineering, Product, Marketing and Sales teams to effectively communicate product functionality and messaging to customers and prospects
Experienced Required
2+ years of work experience in operations, customer service, account management or sales in the logistics/transportation industry
Demonstrated experience in building rapport over the telephone and overcoming objections in a customer service environment required
Passion for technology and data
Obsessive attention to detail
Proven problem solving results
Excellent written & spoken communication skills
Benefits & Perks
Premium Medical, Dental, and Vision Insurance plans
Insurance premiums covered 100% for you
Unlimited PTO
Why You Should Join LoopGenerous professional development budget to feed your curiosity
Physical and Mental fitness subsidies for yoga, meditation, gym, or ski memberships
