Officer, Customer Success Team

Job Description:

• Act as the primary point of contact for customers, guiding them through the shipment journey, and ensuring they receive maximum value from our services.
• Customer On boarding: Guide new customers through the on boarding process, ensuring they have the tools and knowledge needed to succeed.
• Account Management: Serve as the main point of contact for assigned accounts, addressing customer inquiries and issues promptly. Provide on time solutions and ensure all tracing, claims and complaints are handled within stipulated timeline.
• Product Adoption: Work closely with customers to understand their goals and help them leverage our products to meet their objectives. Work with clients to develop tailored shipping solutions that meet their specific needs within the Operation Standard Service
• Retention and Renewal: Monitor customer health metrics and engage with at-risk accounts to proactively address challenges and improve retention rates.
• Monitoring & feedback Loop: Collect and analyse customer feedback to drive continuous improvement in our products and services.
• Cross-functional Collaboration: Work closely with sales, product, and support teams to ensure a seamless customer experience.
• Upselling and Expansion: Identify opportunities for customers to expand their use of our products and services, driving additional value for both the customer and the company, for example; customer annual forecast / expansion plans.
• Reporting and Analysis: Provide regular reports on customer success metrics, including usage, satisfaction, and retention.
• Weekly/Monthly/Quarterly meeting with relevant department
• Ensure to meet department Key Performance Indicators (KPI)
• Participate in training and coaching sessions to improve performance
• Meet personal/team qualitative and quantitative targets