Cargobase

Supply Chain

• Lead, mentor, and grow a global team of Customer Excellence Consultants
• Define expectations across delivery excellence, customer ownership, and commercial awareness
• Build career paths, conduct performance reviews, and promote accountability and collaboration
• Oversee implementation of the Cargobase platform for new customers
• Maintain implementation frameworks, playbooks, timelines, and quality standards
• Coordinate with Product, Engineering, and Sales to address blockers and meet go-live commitments
• Ensure implementations support future scope expansion, integrations, and volume growth
• Manage the post-sales experience across onboarding, support, and customer success
• Establish workflows for timely support, issue resolution, and proactive account engagement
• Develop scalable customer touchpoints and lifecycle strategies
• Track and optimize customer health metrics including NPS, CES, adoption rates, and time-to-resolution
• Identify churn risk, upsell timing, and account growth opportunities
• Partner with Sales on expansion, renewals, and commercial growth
• Identify, qualify, and document expansion opportunities
• Establish ownership boundaries and handoff models between Customer Excellence and Sales
• Track and report retention, expansion contribution, and at-risk revenue
• Own and improve the Customer Excellence Playbook
• Implement systems, SLAs, and metrics to manage workload and performance
• Support internal tools, knowledge base, ticketing, and self-service resources
• Bring customer insights to Product, Engineering, and Sales
• Drive feedback loops to influence product improvements
• Contribute to strategic planning for scaling the customer experience function

Senior Customer Excellence Manager – Logistics and Supply Chain SaaS

Customer Associate

• Assist in onboarding new customers by preparing configuration documents, platform walkthroughs, and user setup
• Participate in data mapping, test case execution, UAT coordination, and go-live preparation
• Shadow and gradually lead implementation projects using defined templates and checklists
• Support creation of solution documentation, including user guides, workflows, and FAQs
• Serve as secondary point of contact for selected accounts
• Monitor platform usage and customer activity dashboards to identify early risk signals
• Support health check-ins and training refreshers with senior managers
• Handle tier 1 support tickets via chat and email, including access issues, basic functionality questions, and data corrections
• Escalate complex issues with appropriate context and logs
• Maintain internal support documentation and customer-facing articles
• Maintain documentation of customer configurations, project steps, and feedback
• Participate in team training, onboarding simulations, and internal tools workshops
• Contribute to knowledge base, onboarding materials, implementation templates, and support process improvements

Junior Customer Excellence Associate

Consultant

• Assist in onboarding new customers by helping prepare configuration documents, platform walkthroughs, and user setup
• Participate in implementation tasks such as data mapping, test case execution, UAT coordination, and go-live preparation
• Shadow and gradually lead implementation projects using defined templates and checklists
• Support creation of solution documentation, including user guides, workflows, and FAQs
• Serve as the secondary point of contact for selected accounts, handling routine updates and usage questions
• Monitor platform usage and customer activity dashboards to identify early risk signals
• Support health check-ins and training refreshers alongside senior consultants
• Handle tier 1 support tickets via chat and email, including access issues, basic functionality queries, and data corrections
• Escalate complex issues to senior team members with appropriate context and logs
• Maintain internal support documentation and customer-facing articles
• Maintain clear internal documentation of customer configurations, project steps, and feedback
• Participate in team training, onboarding simulations, and internal tools workshops
• Contribute updates to the knowledge base, onboarding materials, and implementation templates
• Independently support standard onboarding and training flows as proficiency develops
• Act as secondary owner for a small set of customer accounts and identify and flag early risk signals

Junior Customer Excellence Consultant

Backend Engineer

• Ship meaningful full-stack features end to end, from design through production, spanning UI and backend services
• Integrate agentic AI into the product, including extracting structured data from unstructured emails and documents
• Identify where AI improves the user experience
• Maintain codebase health through pragmatic architecture, sensible relational and NoSQL data modeling, and ongoing technical-debt reduction
• Use agentic coding tools such as Cursor or Claude Code with context-aware judgment
• Help shape engineering practices and standards for fast, reliable delivery
• Conduct high-quality code reviews and raise team engineering standards
• Collaborate with Product and QA to turn customer needs into technical solutions

Senior Customer Excellence Manager – Logistics and Supply Chain SaaS

Junior Customer Excellence Associate

Junior Customer Excellence Consultant

Software Engineer, Python, React, TypeScript