Director-Customer Success(SEA), Jakarta

Hello!
Who are we? Locus.sh is a leading-edge technology company dedicated to solving the most challenging problems in logistics and supply chain. Our ambition? To revolutionize the supply chain realm through cutting-edge technology, enabling smarter, automated decision-making. From dispatch management and carrier orchestration to route optimization and real-time insights, our solutions are designed to enhance efficiency, consistency, and transparency in operations.
Our Journey and Impact: Since our inception in 2015, with the backing of esteemed investors like GIC Singapore, Qualcomm Ventures, Tiger Global, and Falcon Edge ($80M raised so far), weve embarked on a global mission to redefine logistics. Our technologies have empowered giants like Unilever, Nestle, and The Tata Group, facilitating over 1 billion deliveries across 30+ countries. The result? A staggering $288 million in cost savings, a 12 million tonne reduction in CO2 emissions, and an unwavering 99.5% SLA adherence.
Our Global Footprint: Based in Bangalore, India, our reach extends across the Americas, Southeast Asia, the Middle East, and beyond. As a vibrant team of 170+ visionaries, were on an exhilarating growth trajectory.
Traits We Value:
Global: You possess a global mindset, understanding and appreciating diverse cultures and market nuances. Youre adept at thinking beyond borders and appreciate the vast opportunities that a worldwide perspective brings.
Unrelenting: You display unmatched perseverance and commitment in everything you do. Challenges invigorate you, and you are determined to overcome obstacles with innovative solutions.
Intelligent: You consistently demonstrate sharp analytical thinking and astute problem-solving capabilities. Youre quick to grasp complex concepts and can effectively communicate intricate ideas.
Title: Associate Director - Customer Success
Location: Jakarta
Customer Success Managers are the main interface for the clients with Locus. You will work closely with the client to build relationships with all relevant stakeholders as a trusted partner. You must have a strong understanding of our client’s business objectives and the ability to identify and articulate how our solution supports achievement of the Customers’ strategic business goals. You will be responsible to drive value at every juncture of the clients journey- from on-boarding and adoption to expansion, renewal and churn prevention.

Roles & Responsibilities:

Work closely with the client to ensure effective and efficient on boarding and drive sustained adoption over time

Maintain a deep understanding of our solutions and content and effectively educate clients about the most relevant features/functionality for their specific business needs
Deliver effective, timely and accurate client communications (oral and written), establishing and reviewing key performance indicators with active positive engagement
Develop and execute efficient and effective management plans for clients such as QBRs, renewals and potential up-sells
Engage across client’s organisation and work collaboratively with cross functional teams
Act as the voice of client and provide internal feedback to Product, Engineering and other teams to enhance client services Support the resolution of delivery, implementation or technical issues. Perform other duties as assigned

Monitor clients usage throughout their lifecycle, to not only identify and prioritise at-risk accounts, but also proposing strategies to mitigate churn

Qualifications:

6+ years of enterprise experience in client facing roles such as Customer Success, Account Management or Business Development.

Supply Chain or Logistics background is essential with some exposure to technology
Experience working with decision-makers, product champions, and end users at both growing start-ups and large enterprises
Experience in working with complex, multi-divisional, multi-geographical clients
Strong leadership skills and impressive executive presence
Ability to create structure in ambiguous situations and design effective processes
Passion for technology and for being a part of a fast-growing SaaS company
Ability to multitask and experience working with cross-functional teams (e.g. Sales, Product, Marketing, Services)
Consistent performer who handles stressful situations and deadline pressures well
Empathy with a knack for understanding what a customer really needs and why they need it

Bachelors degree required

Life at Locus comes with added benefits as well:
A comprehensive Health Insurance policy that covers you and also your loved ones
No leave restrictions(you manage your own leaves)
At Locus, every member is an owner and a leader, no matter which team or function they represent. We believe that you are excited about the potential to make an impact in Last mile deliveries through technology and the prospect of creating a legacy that outlasts you! The biggest joy of working at Locus, for all of us, comes from the opportunity to create value each day and experience autonomy in all we do.