CUSTOMER SUCCESS MANAGEMENT MANAGER

· 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
· 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

- Excellent verbal and written communication skills
- Efficiency and organizational skills
- Min. 5 years of experience in Key Account Management, Business Development with the portfolio of 30- 40 Key accounts
- Computer literacy in order to type up reports, results and details of customer interaction
- Strong presentation skills
- Proven track record in managing team of minimum 5 team members, working at office or remotely
Bachelor’s degree in business or related field
• Proven success in a corporate setting, working with all levels of management
• Hands- on experience with managing clients and teams
• Strong written, verbal, and presentation skill

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Cập nhật gần nhất lúc: 2024-11-03 20:00:02