CUSTOMER SUCCESS MANAGEMENT MANAGER

Job Description

· Ensure quality of customer experience: Analyze Metrics performance for key accounts and build the case for Business process Improvement; Collates and evaluates Shipper feedback and raise to relevant department for the improvement of overall shipper satisfaction and Ninja Van’s service offering; Monitor shipper satisfaction and service quality throughout shipper journey; Maintain open communication with all stakeholders, internal and external, across different geographies, throughout the on-boarding, shipping and delivery cycle; Initiate project to boost key shippers retention and/or volume growth

· Team management & Capacity development: Maintain capacity monitoring for CSM agents; Lead, Manage, and Coach CSM agents to achieve KPI; Mentor, monitor and appraise on their ability to handle shipper issues and requests; Conducts team meetings, one on one review sessions and individual observation sessions on a monthly basis; Constantly keep abreast of latest customer service and business trends and share the knowledge with Team

Job Requirement

- Min. 5 years of experience in Key Account Management, Business Development with the portfolio of 30-40 Key accounts

- Proven track record in managing team of minimum 5 team members, working at office or remotely

- Excellent verbal and written communication skills

- Efficiency and organizational skills

- Strong presentation skills

- Computer literacy in order to type up reports, results and details of customer interaction

Bachelor’s degree in business or related field

• Hands-on experience with managing clients and teams

• Proven success in a corporate setting, working with all levels of management

• Strong written, verbal, and presentation skill