Senior Customer Success Manager
1 month ago
About the Role
We are seeking a highly skilled Senior Customer Success Manager to join our STC Operations team. As a key member of our international team, you will be responsible for building strong relationships with our customers, ensuring their satisfaction, and driving their success with our services.
Key Responsibilities
- Relationship Management: Serve as the primary point of contact for all operational activities, maintaining long-term relationships with assigned customer portfolios to ensure total customer satisfaction and a continued positive experience.
- Onboarding: Proactively engage with new customers to ensure successful onboarding, adoption, and implementation of our services. Understand customer objectives and align our service to meet their needs.
- Customer Support: Oversee all customer orders efficiently, ensuring templates are up to date and include all necessary information for Operations Coordinators to execute tasks. Monitor internal compliance and ensure activities such as billing, disputes & complaints are completed timely according to customer needs and key performance indicators (KPIs).
- Cost Improvement/Selling Opportunities: Proactively identify cost improvement opportunities by finding the best possible logistic solutions. Collaborate with sales to expand these opportunities.
- Compliance & Safety: Uphold compliance with industry regulations and safety standards, ensuring all operations are conducted in a safe and responsible manner.
- Cross-functional Collaboration: Lead and advocate for customers internally. Align with internal teams (Fleet/sales/procurement/Inland/TSD/Marketing) to collaborate on initiatives improving customer satisfaction.
Requirements
- Bachelor's degree preferred.
- 5 years of experience working in a logistics/shipping company.
- Must have a proven record of excellent work quality and accuracy.
- Must have experience working in an international environment.
- Communication and interpersonal skills (both written and verbal).
- Effective coaching and developing skills.
- Organized and able to set goals and priorities.
- Delegation.
- Analytical skills.
- Pro-active and self-starting.
- Project Management skills.
About Stolt-Nielsen
Stolt-Nielsen Limited is a long-term investor and manager of businesses, focused on opportunities in logistics, distribution, and aquaculture. Our values: commit to go further, collaborate for success, act pragmatically and create solutions.
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