Job Summary
The Customer Success will play a pivotal role in ensuring the success and satisfaction of our clients in the ground transportation sector. You will be responsible for developing strong, long-term relationships with clients, ensuring they achieve their desired outcomes using our transportation services, and supporting them through every stage of their journey. Your goal is to maximize customer retention, satisfaction, and business growth while acting as the voice of the customer internally.
Key Responsibilities
- Customer Relationship Management:
- Build and maintain strong, long-lasting relationships with customers, understanding their needs and challenges within the transportation industry.
- Act as a trusted advisor, offering tailored solutions that help clients achieve their goals.
- Regularly check in with clients to understand their satisfaction levels and provide proactive support.
- Onboarding & Implementation:
- Guide new customers through the onboarding process, ensuring smooth integration of services.
- Conduct training sessions for clients to familiarize them with the product/service and provide ongoing guidance as needed.
- Customer Support & Issue Resolution:
- Provide timely and efficient support for any customer inquiries, issues, or concerns related to transportation services.
- Collaborate with internal teams (Deployment team, tracking team Feedback team, Billing and accounts team, technical, operations) to resolve complex customer issues and ensure service continuity.
- Customer Advocacy & Feedback:
- Collect and analyse feedback from customers to identify areas for improvement in service delivery, product offerings, or operational processes.
- Represent customer interests in product development and operational improvements.
- Renewals & Upselling:
- Monitor customer usage patterns and proactively identify opportunities for service expansion or upselling.
- Ensure timely contract renewals and handle any renewal negotiations as needed.
- KPI Management & Reporting:
- Monitor customer health and success metrics, providing regular reports and updates to management.
- Track customer satisfaction (CSAT) scores, and other relevant metrics to ensure customer satisfaction.
Qualifications
- Experience:
- 3+ years of experience in customer success, account management, or a related field, preferably in the transportation, logistics, or supply chain industry.
- Strong understanding of transportation services (fleet management, Tech implementation, route optimization, etc.) is highly desirable.
- Skills:
- Exceptional communication skills with the ability to build rapport and trust with clients.
- Strong problem-solving abilities and a customer-first mentality.
- Detail-oriented and capable of managing multiple customer accounts simultaneously.
- Ability to understand and analyse customer data to inform decisions and improve customer outcomes.
- Proficient in Microsoft Office Suite, Google Workspace, or equivalent tools.
- Education:
- Bachelor’s degree in business, Logistics, Transportation, or a related field.
Why Join Us?
- Work with a dynamic and growing company in the transportation industry.
- Opportunity to make a direct impact on customer satisfaction and company growth.
- Competitive salary and benefits.
- Career development and training opportunities.
