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