Customer Success Manager

The Customer Success Manager will be responsible for acquiring and managing Aggregate Co client partnerships. You will provide industry expertise and knowledge to best advise our clients needs to ensure cost and efficiency optimisation.
Develop strong relationships with clients to ensure understanding of clients needs and goals, while advising clients of seamless solutions. Identify new business opportunities through existing relationships and greenfield opportunities.
Maintain effective relationships with carriers to effectively manage carrier costs and efficiencies for the clients.

Ideally, we'd love 1+ years experience in logistics, whether working in e-comm or directly in logistics

Responsibilities:
- Manage weekly customer stand up calls
- Managing customers to contracted scope of work to deliver committed outcomes
- Updating and maintaining tasks and actions on Monday.com client boards regularly to maintain real time accuracy
- Managing customer and supplier requests
- Project Manage any internal or external TAC actions on Monday.com boards. Includes explanation of scope to ensure understanding
- Reviewing carrier and financial reporting on daily basis with carrier and finance team to identify concerns
- Updating MBR and QBR formats as contracted and ensure key deliverables completed
- Provide meaningful cost savings or efficiencies in customer MBR/QBRs
- Liaising with tech team to identify bugs or enhancements for the weekly tech call
- Internal continuous improvement on all client processes and engagement
- New client opportunities and sales processes. Identifying opportunities into workflow documents for business review. 
- Working on existing clients to increase wallet share
- Identify and convert client relationships beyond initial engagement to long term partnerships

Attributes:
Self driven and motivated, can work autonomously whilst working within a team. Must have excellent communication skills and be able to engage with all levels of the business. Humble, friendly and supportive in engagement with all customers, partners and suppliers.

KPI's :
- Meet customer retention revenue KPI's (90%)
- Grow existing customer revenue by 10%
- Grow new business by 6 clients at a minimum revenue of $4,800.00 per month for start up subscriptions
- Ensure Monday.com boards are completely up to date at all times
- Ensure all MBR and QBR’s are delivered on time

School of Life

Co-founder & CEO

0, but with opportunities to grow into a leadership role supporting a growing CS team

A leader, solution focussed, a collaborator, organised, a relationship builder