Customer Success Partner
Expectations - Duties, Responsibilities
- Be the essence of customer centricity by not only selling the Twill value proposition to new potential customers but also taking excellent and pro-active care of them once they are onboard and growing them by always knowing their next need. The purpose is to win new customers, optimise retention and grow revenue and to do it in a digital first way: always focus on enabling customers to self-serve. Work closely with Engagement Managers to ensure a smooth transition of customer ownership.
- Manage and support shipments and the needed actions throughout shipment lifecycles of our customers – all the way from booking and until cargo lands safely at destination premise.
- Onboard customers into the Twill Platform and ensure they know how to operate and manage their shipments including the related actions needed in the milestone overview.
- Be available to customers when things falls out of the happy flow, help ensure we do our absolute best to get it back on track with minimum negative consequences to customers.
- Pro-actively support the customer to use self-service functions to build trust and operational confidence with the customer in using the features on Twill.net
- Use improvement mindset to take note of recurrent issues, with the intention of finding structural solutions to avoid facing the same issues again.
- Support in the follow-up of marketing generated leads and logging activities in Salesforce with the aim of acquiring new customers through an office-based approach.
- Build relationships with customers where possible to support providing best value for money when using Twill (example, process improvements like routing optimization etc.)
- Drive upselling efforts to simplify the supply chain for customers and to create loyalty hooks to help retaining customers to Twill.
- Collaborate with Twiller’s around the world in creating good relationships that will support the good resolution of issues when they occur, and when they need support from abroad.
- If you got this far, then kudos to you. You seem very interested. Put in your application and let’s see what you got.
- Accountable for:
- Onboarding new customers
- End-to-end customer experience
- Excellent Issue Resolution
- Improvements to reduce recurrent issues
- Revenue growth through upselling
- Consulted about:
- Customer processes and procedures
- Execution of individual customer and team plans
- Customer insights
- Competitive landscape
- Diploma or Bachelor Degree in any relevant field
- Demonstrated a good understanding of and experience in the logistics or shipping industry
- Prior experience in logistics or shipping industry
- Strong written and verbal communication skills both in English and local language
- With at least 2 years experience in logistics industry
- Previous experience in a customer facing role, preferably one that involved any form of critical thinking.
- Can handle pressure and high volume of customers.
- Personable, energetic and excellent communication skills.
- Someone who is an excellent team player and able to work effectively under pressure.
- Should have the ability to converse with people of all levels and is well organised, efficient and effective
