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Customer Success Intern



Customer Service, Sales & Business Development
Posted on Wednesday, April 19, 2023

Portcast is a venture-backed Singapore-based startup that develops predictive supply chain technology for the logistics industry. We are focused on building the next-gen logistics operating system to predict how cargo moves across the world and enable data-driven supply chain planning. Backed by major investors in the tech industry, we believe that the logistics industry is at the inflection point of large-scale digitization.

About the Role:
As a Customer Success Intern at Portcast, you will play a pivotal role in supporting our Customer Success function to ensure the success and satisfaction of our valued customers. You will assist with various aspects of the customer journey, from onboarding to ongoing account management, and contribute to customer retention and growth. This is a hands-on internship that will provide you with real-world experience in customer success, relationship management, and business operations.

As a Customer Success Intern, you will:
• Assist with onboarding new customers, including providing product training, setting up customer accounts, and ensuring smooth adoption of our SaaS product.
• Monitor and proactively engage with customers to understand their needs, address any issues, and provide solutions to ensure their success and satisfaction.
• Collaborate with cross-functional teams, including sales, product, and tech team to resolve customer inquiries, escalations, and complaints in a timely and effective manner.
• Conduct customer data analysis to identify trends, patterns, and areas for improvement, and provide insights to the Customer Success team for strategic decision-making.
• Assist with the creation and delivery of customer success materials, including documentation, training materials, and customer communications.
• Support customer retention and expansion efforts through proactive outreach and relationship-building activities, such as customer check-ins, business reviews, and upsell/cross-sell initiatives.
• Maintain accurate and up-to-date customer records in our CRM system to ensure data integrity and facilitate effective customer communication and reporting.
• Send monthly email communications via Hubspot to customers providing education around new launches or feature updates.
• Continuously learn about our products, industry trends, and best practices to stay up-to-date and provide expert advice to customers.

To thrive in this role, you must have:
• Currently pursuing a Bachelor's or Master's degree in business, engineering, computer science, analytics, marketing, communications, or a related field.
• Customer obsessed mindset with strong verbal and written communication skills, with the ability to effectively communicate with customers and internal stakeholders.
• Excellent organizational skills, with the ability to prioritize tasks, manage time effectively, and meet deadlines.
• Ability to work independently and as part of a team, with a proactive and customer-centric mindset.
• Analytical and problem-solving skills, with the ability to analyze data and provide actionable insights.
• Industry knowledge and understanding of AI/ML SaaS product in supply chain & logistics industry is good to have.
• Proficiency in Microsoft Office Suite (Word, Excel, PowerPoint) and experience with CRM systems (e.g., HubSpot) is a plus.
• Passion for customer success and a willingness to learn and grow in a dynamic, fast-paced environment.

What’s In It For You:
• Gain real-world experience in customer success and relationship management in a fast-growing environment.
• Opportunity to work closely with cross-functional teams and learn from industry experts.
• Gain exposure to the logistics and supply chain industry, a rapidly evolving field with significant growth potential.
• Collaborative and inclusive work culture that values innovation, ownership, and professional growth.

Note: This is a 3-month internship from June to August and it is open to candidates who are eligible for academic credit or simply looking for a voluntary internship. The internship will be conducted in a hybrid work setup, with regular check-ins and virtual collaboration with the global team.

If you are passionate about customer success, eager to learn, and excited about contributing to the growth of a startup, we would love to hear from you. Apply now to join our dynamic and innovative team at Portcast!