Company description: Founded in 2014, our client is a leading global SaaS company specializing in supply chain visibility. Over the past two years, we have experienced rapid growth, securing €140 million in funding, including €30 million raised in January 2025.

They pride themselves on exceptional diversity, with a team representing 27 nationalities and speaking 29 languages. With offices across Europe, North America, and recently Asia, we provide global, multimodal real-time transportation visibility to customers in various industries, including retail, manufacturing, automotive, and CPG.

Job description:

As a Customer Delivery team member, you are the primary contact point for a portfolio of customers and their carriers. Your main mission is to deliver an exceptional Customer Experience by ensuring seamless carrier onboarding, data quality monitoring and outstanding support. This role requires a blend of technical aptitude, customer service oriented mindset, operational prowess, together with strategic thinking & collaboration.

In the business context where the number of our customers is growing fast, your role is pivotal in ensuring continued customer satisfaction, successful delivery of our services and of course the team's efficiency, and as a results - customer retention.

Job level specific:

The Customer Delivery Manager is a more senior role in the team that combines advanced technical skills and project management, together with greater customer autonomy and ownership. You will also work closely with your Team Lead on strategic customer initiatives and internal projects

Key responsibilities:

1. Customer & Carrier Support:

• Respond to incoming questions and requests from carriers and customers.
• Provide step-by-step guidance and solutions to resolve issues related to our products and services.
• Support carriers during the onboarding process (mobile, telematics, TMS) and follow up until they are fully operational.
• Engage with customers and carriers to ensure data quality and address any issues promptly.

2. Collaboration & Coordination:

• Work closely with Customer Success Managers (CSM), Implementation Consultants (ICs), Carrier Success & Data Quality teams to ensure seamless
• operations.
• Collaborate with Integrations and Solution Engineers to address complex issues and support escalations.
• Collaborate with Product and Tech teams and to drive product improvements Participate in customer meetings as required to ensure alignment and
• satisfaction.

2. Data Quality & Performance Monitoring:

• Take proactive measures to maintain high data quality within your portfolio
• Monitor key metrics such as CSAT, First Response Time, SLA compliance, and Data Quality/Tracking rates to evaluate and improve performance
• Develop and update knowledge base articles to empower clients for self-help and enhance service efficiency.

Qualifications:

• Bachelor’s degree in Engineering, Business, or a related field.
• At least 2 + years of experience in a customer service, success or project environment, preferably in SaaS industry
• Proficiency in English (verbal and written: C1 level) with excellent communication skills.
• Proficiency in French would be an advantage.
• Demonstrated autonomy, multitasking abilities, and a strong desire to learn and develop technical skills (API, EDI, SFTP).
• Customer-focused with a passion for delivering exceptional service and building strategic relationships.
• Excellent adaptability, problem-solving and troubleshooting abilities with strong attention to detail.
• Ability to work independently and as part of a team, with a proactive approach to responsibilities.
• Previous experience in the supply chain, software sector, or logistics is a plus, but not required.

What we offer:

• Hybrid work arrangements to support work-life balance.
• A dynamic and inclusive workplace where your ideas and contributions are valued.
• Competitive salary and opportunities for professional growth and development.
• A collaborative team culture with a focus on innovation and impact.
  

We’re eager to hear from you if you’re ready to take on a challenge and grow your career in a supportive, innovative environment!