Senior Logistics Intelligence Support (SR. Client Support)

Sifted is a team of intelligent, creative, and collaborative people leveraging Logistics Intelligence to solve complex problems for shippers. Our software gives shippers the clarity and control they need to make decisions, optimize their operations and save money. We're changing the way parcel supply chain management is done. And this is just the beginning. We're driving a transformative shift in the logistics industry, redefining what's possible for our clients - and AI is at the core of that evolution. At Sifted, we don't just use AI - we depend on it. Our proprietary SiftedAI platform delivers predictive intelligence and automation that enable businesses to make smarter, faster, and more confident decisions. Internally, every employee is expected to leverage AI to optimize how they think, create, and deliver. We believe mastering AI is fundamental to our speed, excellence, and competitive edge. Be part of a company that created a category and is continuously building. If you get excited about defining market verticals and making an impact, Sifted is the place for you. Join us and be part of something extraordinary. The position requires the individual to work with a number of different internal and external clients to ensure the timely setup of potential or new clients, as well as keeping on top of open tickets to ensure timely issue resolution. This position will be a full-time hybrid role based at our office located in the Kansas City Metro area. This individual must be analytical, have a passion for digging into the details, be a great collaborator, and possess a "get things done" mentality. This role requires critical thinking, organization, obsessive attention to detail, and adherence to tight deadlines.

Requirements

• Support the team with on-boarding, implementation, training, adoption, retention, and high levels of customer satisfaction*

• Field incoming support requests via web, telephone, or email* • Resolve incidents and support requests within Salesforce* • Troubleshoot software issues, bugs, and questions

• Meet key performance indicators as outlined by management
• Perform accurate manual data entry tasks
• Update and maintain client information in Salesforce & Shipcents
• • Articulate the value of each of Sifted's Sifted's full suite of products, their features, benefits, and value to clients to ensure they achieve maximum impact from their subscription. to clients
• Effectively train clients who have a Starter subscription
• Recognize opportunities for upsell with existing gainshare and Starter clients and engage the appropriate teams/individuals to follow up*

• Work cancellation cases for clients not assigned to a team member and renewals and Past Dues over 75 days

• • Assist in email and phone campaigns to be launched into target markets and companies
• DESIRED SKILLS AND EXPERIENCE
• Familiar with SaaS sales and support tactics: 1-3 years direct client support experience preferred
• Bachelor's Degree or equivalent experience
• Ability to quickly gain in-depth knowledge of Sifted solutions, industry trends and competition
• Meet deadlines in a fast-paced environment
• Document and maintain documented procedures
• Actively seek out process improvement opportunities to increase efficiency and provide a better client experience
• Ability to easily adapt to change as well as constructively challenge the status quo
• Familiarity with Salesforce is highly desired
• Excellent verbal and written communication skills
• Strong time management, organizational and decision-making skills
• Team Player
• Demonstrated ability and willingness to embrace AI as a core tool for problem-solving and innovation.*

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