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Job Description
About us
Hoptek was born when Kearney brought its transportation and tech expertise together to deliver a breakthrough technology solution. Our AI-powered system helps fleets to plan better to optimize asset utilization and reduce waste, adapt smarter to deliver updated decisions as networks evolve and change, and execute faster by automating manual process to help operators drastically boost their performance. Hoptek is rapidly evolving into a trusted cloud-based solution providers to carriers, brokers, and shippers, in the North American $500B truck load industry.
Overview of the role
The Customer Excellence Lead plays a pivotal role in managing Hoptek's customers, and ensuring that our customers maximize value from use of the Hoptek solution.
In this role, the candidate will leverage Hoptek's core customer support capabilities and processes to proactively engage with customers through client's onboarding and on-going operations, and ensure adoption and robust use of Hoptek solution. He/She will also review customer data and conduct detailed analytics to check and fix data quality issues and dispatch operations issues.
He/She will serve as a primary liaison to the customer and ensure all customer issues & tickets through onboarding and operations are resolved. He/she will develop strong customer relationships, execute rigorous process and capabilities to help customer excellence, create and provide customer training, evaluate and analyze customer needs, and promote customer loyalty.
Responsibilities

• Serve as primary liaison with customer, establish strong customer support processes that enable customer change management, and drive accelerated adoption & consumption of services
• Manage all key actions and outcomes to deliver best-in-class customer experience starting with customer on-boarding all the way to on-going operations support
• Accelerate adoption of Hoptek solution to deliver customer value and business outcomes; Increase customer revenues (ARR) and customer lifetime value
• Identify additional customer value propositions, and provide feedback to product leads and software engineering team to fix product issues and enhance features
• Support customer onboarding by conducting onboarding workshops, mapping customer data to Hoptek, and ensuring end-to-end activation of Hoptek solution
• Drive customer change management through managing customer data quality, understanding customer operations requirements, and resolving issues quickly
• Work with Data analytics engineers to conduct analysis to draw insights from the customer data to improve customer adoption, drive customer value

Requirements

• Bachelor's Degree in engineering, computer science or related field from a reputable US university required; Masters preferred
• 0-3 years of experience in customer excellence for a SaaS or technology company, supporting customer on-boarding and operations
• Analytical thinker with very strong problem solving and decision-making skills, with abililty to conduct detailed data analytics on customer data
• Experience with data analysis (SQL, Intermediate Excel, Python) with working knowledge of tools needed to conduct analysis
• Strong leadership capabilities and ability to motivate, inspire and create followership within customer excellence and across Hoptek
• Strong relationship building, active listening and communication skills

Benefits

• Hoptek offers a portfolio of benefits very competitive with the industry we play in Equal Employment Opportunity and Non-Discrimination.
• Kearney prides itself on providing a culture that allows employees to bring their best selves to work every day. Our people can feel comfortable, confident, and joyful to do great things for our firm, our colleagues, and our clients. That's why, Kearney is committed to building a diverse, unbiased and inclusive workforce. Kearney is an equal opportunity employer; we recruit, hire, train, promote, develop, and provide other conditions of employment without regard to a person's gender identity or expression, sexual orientation, race, religion, age, national origin, disability, marital status, pregnancy status, veteran status, genetic information or any other differences consistent with applicable laws. This includes providing reasonable accommodation for disabilities, or religious beliefs and practices. Members of communities historically underrepresented in consulting are encouraged to apply.