Customer Success Manager

vor 9 Stunden

Hamburg, Hamburg, Deutschland Hapag-Lloyd AG Vollzeit 55.000 € - 85.000 € pro Jahr

Join our team as Customer Success Manager – API & EDI Solutions and take the lead in shaping the customer onboarding experience in the API and EDI ecosystem. You will play a key role in helping customers unlock the full value of our API and EDI offering from the very beginning. Your focus will be on designing and delivering a smooth, effective onboarding experience that addresses both technical integration and business needs. You will collaborate with IT and Service teams to resolve setup challenges, improve internal processes, and create scalable onboarding frameworks. Your insights will help enhance our APIs and strengthen the overall customer experience. This role gives you the opportunity to shape strategic levers across the entire customer journey and play a key role in building the foundation for API and EDI success at scale.

  • Shape and drive the
    customer onboarding strategy
    for customer-facing APIs and EDI to ensure long-term customer adoption, satisfaction and business impact

  • Oversee and continuously
    improve onboarding processes
    , supporting customers during initial setup and beyond to unlock value from day one

  • Ensure customers have the
    tools, guidance, and support
    needed to adopt APIs and EDI effectively and sustainably

  • Support customers not only with technical integration but also by
    understanding their business needs and guiding them
    toward the best use of our APIs and EDI

  • Act as the
    customers' voice
    by translating onboarding insights and use cases into actionable feedback for API producers. Establish
    feedback loops
    to continuously improve the customer journey, reduce churn, and identify upselling and cross-selling opportunities

  • Collaborate with IT and Customer Service teams
    to streamline setup processes, address recurring challenges, and ensure customers receive high-quality support

  • Provide clear, structured
    onboarding materials, tools, and communication
    to help customers adopt APIs via self-service

  • Define and roll out
    enablement and handover processes
    to empower regional teams, supported by a connected global network of API and EDI experts

  • Define and track
    key onboarding metrics
    to measure success and identify areas for optimization

Qualifications

  • University degree in the field of business administration, logistics, transportation management and / or qualified shipping specialist or comparable qualification

  • 3-5+ years of experience
    in customer success or digital product management or technical account management and basic API-related work experience

  • Solid understanding of
    API concepts
    (e.g., gateways, auth, REST, webhooks, documentation), OpenAPI specifications, and the
    business value of APIs
    in digital ecosystems

  • Demonstrated experience in
    customer onboarding
    , lifecycle management and building scalable success processes

  • Strong communicator with the ability to
    engage customers across global markets
    , translate technical topics into business value and vice versa

  • Proactive problem-solver
    with a hands-on mentality and the ability to balance short-term fixes with long-term strategic improvements

  • Comfortable working in
    evolving environments
    , with a growth mindset and adaptability to new challenges

  • Proficiency in
    data analysis tools
    such as QlikView, QlikSense, Tableau, and/or Alteryx, facilitating robust data-driven decision-making is a plus

  • Excellent
    project management
    and organizational skills​

  • Familiarity working with
    CRM and customer success tools
    (e.g., Salesforce) is a plus

  • Excellent English (verbally and written)

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