Job Description
Job purpose
- To build and maintain relationship with global clients to drive excellence in operations and efficiencies in projects delivery.
- Customer Success Leader needs to have a proven track records in well freight operations management and customer relationship building.
Purpose of the Job:
Overall, the purpose of the Customer Success Leader role is to champion the success of customers, drive revenue growth, mitigate risks, and foster a customer-centric culture within the organization. By focusing on these key purposes, the Customer Success Leader plays a critical role in driving customer satisfaction, retention, advocacy, ultimately contributing to the long-term success and growth of the company.
Job Responsibilities:
- Lead, mentor, and inspire a team of Customer Success Managers and specialists to deliver exceptional service and support to our customers.
- Develop and implement strategies to proactively engage with customers, understand their needs, and anticipate challenges to ensure their success.
- Build strong, trusted relationships with key customers, serving as their primary point of contact and advocate within the organization.
- Drive efforts to increase customer retention and renewal rates by identifying opportunities for upselling, cross-selling, and delivering ongoing value.
- Oversee customer onboarding processes to ensure smooth and successful implementation of our products or services, driving high adoption rates and satisfaction.
- Gather and analyze customer feedback to identify trends, insights, and areas for improvement, and advocate for customer needs within the organization.
- Define and track key performance metrics and goals for the Customer Success team, regularly reporting on progress and outcomes to senior management.
- Collaborate with product development and marketing teams to incorporate customer feedback into product roadmap planning and enhance service offerings.
- Identify and mitigate risks to customer satisfaction and retention, addressing issues and escalations promptly and effectively.
- Work closely with sales, marketing, and support teams to align efforts and deliver a seamless customer experience across all touchpoints.
Job Requirements (Experience and education):
- Bachelor's degree in business, marketing, or a related field; MBA or equivalent experience preferred.
- Years of experience in a customer-facing role, with 3-5 years in a leadership or management capacity.
- Proven track record of driving customer success, retention, and growth in a B2B or B2C environment.
- Strong leadership and team-building skills, with the ability to motivate and inspire a diverse team of professionals.
Additional Requirements:
- Excellent communication, presentation, and relationship-building skills, with the ability to interact effectively with customers and internal stakeholders at all levels.
- Strategic mindset with the ability to develop and execute customer success strategies aligned with business objectives.
- Analytical mindset with the ability to gather and interpret data to drive insights and decision-making.
Skills:
- Problem Solving
- Product Knowledge
- Cross-Functional Collaboration
- Flexibility and adaptability
- Time Management
- Analytical Skills
- Excellent communication
- Customer Relationship Management
- Strong negotiation and influencing skills
- Leadership Skills
Key Requirements
- 6 years’ experience in Freight Forwarding - mandatory experience
- 4 years’ experience of Customer Service preferably handling key business clients
- Excellent product knowledge (ocean and air freight)
- Working knowledge of transportation management systems (TMS)
- Commercial acumen to drive sales
- Ability to handle challenging situation in a composed manner
- High self-motivation and ability to work independently and in a structured way
- International exposure and cultural sensitivity
- Excellent English Verbal & Written skills
- PMP or any related certification in supply chain is plus
