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Customer Success Manager
3 months ago
Team Global Express is an Australian owned logistics business driving more sustainable transport solutions for our customers. Built on a 130-year-old history, our innovative thinking, assets, and capabilities support national interests, helping businesses operate efficiently.
Our dynamic teams deliver across an expansive road, rail, air, and sea network, providing transport, logistics, and business solutions to customers throughout Australia and New Zealand.
Team Global Express is led by Christine Holgate, Group CEO, and backed by Allegro Funds, Australia's most awarded transformation and turnaround private equity firm.
Our organisation is undergoing transformation across the business and now is a great time to join to make this role your own.
About the Role
As the Customer Success Manager, you'll play an important role, leading a dynamic team of Customer Success Partners, empowering them to provide unparalleled support to customers they serve, while also working directly with a select number of key customers to help them achieve their own desired service outcomes & have an easy service experience with Team Global Express.
Primary Duties & Responsibilities
- Lead, manage & coach a small team of Customer Success Partners
- Partner directly with a small number of our most strategic customers
- Develop a deep understanding of supported customers, their industries & what Team Global Express does for them today.
- Understand our own business, products, services & technology solutions & what drives successful outcomes for customers & Team Global Express
- Develop & nurture long term, trusting relationships with key customer contacts as well as internal business stakeholders (e.g Strategic Account Managers)
- Identify and implement improvement opportunities using datadriven, structured problemsolving approaches.
- Monitor, report & present service performance, proactively identifying and addressing ongoing service failures, investigating root cause & putting in place corrective actions.
To be successful in this role, you embody a customer-focused attitude, exceptional interpersonal skills, and a keen interest in driving improvement.
In addition, you will need to have:
- Proficiency in Microsoft products (Outlook, Excel, Word, PowerPoint, Teams, SharePoint) with advanced skills in MS Excel.
- Experience leading & developing teams.
- Experience in a similar role, either within the logistics industry or other industry where you developed trusted relationships with large, complex customers & were responsible for delivering improved outcomes for them & the business you worked for.
- Previous experience using Salesforce Sales Cloud & and BI tools (e.g., PowerBI) is desirable.
- Some familiarity with Continuous Improvement methods & tools is desirable.
- Degree qualified while not essential, will be viewed positively.
- Australian car drivers' licence is required.
- LinkedIn's Top Companies of 2023 in Australia.
- Competitive salaries, 82% of our employees considered salaries competitive/high.
- Excellent career development and progression opportunities.
- TGE offers all employees wellbeing and mental health services.
- Uncompromising dedication to the safety of all our employees.
- Staff discounts via the likes of Coles Express, G'Day Rewards, Officeworks, Hertz, etc.
- Up to 14 weeks paid primary carers parental leave.
- Nominated 'Best Carrier' (NORA Solution Partner Awards)
- Our sector is very secure, much sought after, growing and worth over $115 billion AUD every year.
- We invest heavily through Environmental, Social & Governance (ESG) framework.
- Strong Corporate Social Responsibility (CSR) business model.
We celebrate difference.
- Why Team Global Express
- Team Global Express
We believe nurturing a diverse and inclusive workplace, which celebrates different points of view and gives everyone the chance to contribute, as we build to a bigger and brighter future.
As an Equal Opportunity Employer, all qualified applicants will receive consideration for employment without regard to race, religion, gender identity or expression, sexual orientation, age, marital or disability status.
To be considered, you must be entitled to work in the specified country and be prepared to undertake pre-employment checks including a criminal history check and medical assessment.
