JOB  DETAILS

Key responsibilities

1. Manage and nurture a portfolio of assigned customer accounts, serving as the primary relationship manager and point of escalation
2. Develop and implement customer success strategies tailored to individual client needs and business objectives
3. Conduct regular business reviews with customers to assess service satisfaction, identify improvement opportunities and align on future requirements
4. Monitor customer health metrics and KPIs to identify at-risk accounts and implement proactive retention strategies
5. Collaborate with internal teams including operations, sales and finance to ensure seamless service delivery and resolve customer issues efficiently
6. Identify and pursue upselling and cross-selling opportunities within existing accounts to drive revenue growth
7. Gather customer feedback and market intelligence to inform product development and service improvements
8. Maintain accurate and up-to-date customer records and account information in our CRM system
9. Prepare and present regular performance reports and insights to senior management
10. Support the onboarding process for new customers to ensure a smooth transition and early value realisation

What we’re looking for

1. Proven experience in customer success, account management or relationship management roles, ideally within the freight, logistics or transportation industry
2. Strong understanding of account-based management principles and the ability to manage multiple accounts simultaneously
3. Excellent communication and interpersonal skills with the ability to build rapport and maintain long-term client relationships
4. Demonstrated ability to identify customer needs and propose strategic solutions that drive business outcomes
5. Proficiency with CRM systems and experience using data analytics to inform customer management decisions
6. Strong organisational and time management skills with the ability to prioritise effectively and meet deadlines
7. Problem-solving capabilities and a proactive approach to identifying and resolving customer issues
8. Ability to work collaboratively across departments and influence others without direct authority
9. Knowledge of the freight and logistics sector or B2B service delivery models is highly desirable
10. Tertiary qualification in business, commerce, management or a related field is preferred

     

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