Customer Manager

About Us

nShift is the leading global provider of cloud delivery management solutions (SaaS), we enable the frictionless shipment and return of almost one billion shipments across 190 countries each year. We are headquartered in London and Oslo and have over 460 employees across offices in Sweden, Finland, Norway, Denmark, the United Kingdom, Poland, the Netherlands, Belgium, and Romania.

Our software is used by many of the world's leading e-commerce, retail, manufacturing, and 3PL shippers due to us having over 1000 carriers integrated into our platform, nearly 3 times more than our competitors!

If you buy goods online, there is a strong chance that nShift has powered that delivery, so come and join us as we shape the future of shipping, one frictionless journey at a time.

Purpose of role

The Customer Management team oversees the company's existing accounts, focusing on growth and retention. Responsibilities include identifying upsell and cross-sell opportunities for nShift's products, countering churn through increased product knowledge, addressing issues, and expanding contacts within customer companies.

The role involves collaborating with external and internal stakeholders, conducting business reviews, serving as the customers' spokesperson internally, and guiding them to success. The position requires working with customers from various European markets along with your home market.

Overall responsibility

•  Commercial responsibility for your assigned accounts
• Ensure customer experience and a high customer value, develop commitment, and increase customer satisfaction, all to secure long-term relationships, increased revenue, and continued growth where possible
• Categorizing customers into possibilities of upselling and making sure our offering to the customer develops and changes to meet their needs
• Continuous collaboration, holding business reviews as appropriate, being the customers' spokesperson internally in nShift
• Collaborating with relevant nShift departments to ensure customer satisfaction and retention
• Increase nShift’s footprint within the customer (upsell and cross-sell), increase the scope of nShift’s products in use (functions and functionality), and broaden the use (target new departments, etc. at customers), where possible.
• Securing customer advocacy

The area of responsibility includes: 

• Organize, prioritize, and execute various account activities and focus areas to maximize growth.
• Proven commercial and business acumen
• Conduct business reviews as appropriate with customers.
• Grow accounts commercially while meeting targets.
• Precisely forecast and maintain a high level of accuracy in the CRM.
• Identify and provide feedback on product improvements or new products based on industry trends, market activities, competitor analysis, and account feedback.
• Work closely with marketing and professional services teams to ensure customer satisfaction at the highest level.
• Maintain professional and technical knowledge by attending internal educational sessions.
• Occasional travel is required to engage with customers and prospects.

Competence and experience

• Proven commercial and business acumen with the ability to develop business through outbound and inbound opportunities.
• Experience in identifying, qualifying, prioritizing, and closing business opportunities.
• Demonstrated success in selling to SMB and lower mid-market companies, with the ability to navigate and manage sales cycles.
• Strong relationship management and networking abilities across different organizational levels, with an interest in nurturing and expanding pipelines.
• Proven track record of achieving quotas and KPIs.
• Experience in selling within Technology / Logistics B2B / SaaS / carrier / WMS / OMS / TMS / 3PL / e-commerce software is a key advantage.
• Ability to review, analyze, and understand contracts.
• Energetic, proactive approach, with the ability to work both independently and collaboratively within a team.
• A university degree or equivalent education is an advantage.
• Fluency in Danish and English (written and spoken).
• Flexible mindset and can-do attitude, with a willingness to adapt to customer and organizational needs.
• Strong negotiation skills.

Meet your Manager - Stuart Prouse VP, Customer Management

What do you love about nShift?

We have a very supportive and collaborative culture where everyone is willing to help you. Everyone is willing to share knowledge and experience to ensure your onboarding is successful and you become “one of the team” quickly.

What difference will this role make to nShift if I join?

This is a vital role working within the Customer Management team. You’ll be faced with multiple accounts, not only in size but also in geographical coverage. Having to navigate through business stakeholders from e-commerce, customer experience, logistics and fulfilment, IT, procurement, no deal or day is boring… Whilst also working with key departments internally to ensure a smooth transition for the customer, you’ll build effective relationships with professional services, customer services, product, finance, and marketing.

At nShift, we believe in embracing diversity in all forms and fostering an inclusive environment for everyone, which we believe is essential for our continued success. We're an equal opportunity employer, meaning all applicants will receive consideration for employment without regard to ethnicity, religion, sexual orientation, gender identity, family or parental status, national origin, veteran, neurodiversity, or disability status.

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