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Customer Success Executive, B2B

NinjaVan

NinjaVan

Customer Service, Sales & Business Development
Singapore
Posted on Tuesday, June 4, 2024
The Customer Success Executive will be instrumental in fostering strong client relationships while managing internal and external stakeholders in ensuring the seamless use of our services. The ideal candidate will have a proactive approach, anticipating client needs and addressing them efficiently, thus playing a crucial role in customer retention and the overall success of our day to day
operations.

Responsibilities

  • Develop and maintain strong relationships with existing clients, understanding their logistics needs and challenges.
  • Support the onboarding of new clients, ensuring a smooth transition and understanding of our operational processes and technology platforms.
  • Serve as the main point of contact for client accounts, managing inquiries, resolving issues, and providing insightful solutions.
  • Monitor delivery processes and performance, ensuring clients; last-mile logistics needs are met consistently and efficiently.
  • Educate customers on the full capabilities of our services to maximize their usage and benefits.
  • Collaborate with cross-functional teams, including operations and tech support, to address client-specific requirements and feedback.
  • Analyse customer data and feedback to contribute to service enhancements and process improvements.
  • Develop ways to monitor key account metrics, including service level agreements (SLAs), customer satisfaction scores (CSAT), and churn rates, to align with business goals.

Requirements

  • 1-2 years of experience in customer success or account management, preferably in logistics or e-commerce.
  • Excellent spoken and written communication and interpersonal skills - understanding of last-
  • mile logistics operations and challenges.
  • Excellent communication and crisis management skills.
  • Ability to build rapport and collaborate with both internal teams and external clients.
  • Proven track record of driving customer satisfaction and loyalty.
  • Analytical and process-oriented mindset.
  • Demonstrated ability to handle multiple accounts while maintaining attention to detail.
  • Able adapt to a dynamic and rapidly changing environment.