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Head of Customer Success
5 months ago
**Join one of Australia’s fastest growing 4th Party Logistics (4PL) organisations.**
We create clever solutions for complex logistics.
Our customers have broad logistics requirements and seek our help to manage the “last mile” of their supply chain. We do this by designing solutions which involve a combination of carriers and services, complemented by our customer support structures and integrated technology. This ensures our customers can focus on their core business whilst leveraging our resources, networks and technology to take care of their logistics activities.
**Position Overview**:
**Responsibilities**
Leadership and Team Management:
- Lead and manage a team of customer success managers within the vertical, providing guidance, mentorship, and support to maximize their performance.
- Foster a positive and collaborative team culture, encouraging continuous learning and professional development within the specific vertical.
- Set clear goals and objectives for the team and track their progress to ensure high-quality customer success outcomes aligned with the vertical’s goals.
Customer Success Strategy:
- Develop and implement a customer success strategy specifically tailored to the vertical, aligned with the company's overall goals and objectives.
- Identify and implement best practices for customer success within the vertical, including customized onboarding processes, industry-specific customer engagement strategies, and proactive support initiatives.
- Continuously evaluate and improve customer success metrics and KPIs within the vertical to measure the team's performance and the overall success of our customers in that specific market.
Customer Relationship Management:
- Build and maintain strong relationships with key customers within the vertical, acting as their trusted advisor and advocate within the company.
- Proactively engage with customers within the vertical to understand their unique needs, challenges, and goals, and ensure their expectations are met or exceeded within their specific market.
- Collaborate with cross-functional teams, including sales, marketing, and product, to align customer success initiatives within the vertical with the overall business objectives and market requirements.
Customer Retention and Expansion:
- Develop and execute strategies specific to the vertical to increase customer retention and drive revenue expansion opportunities within that market.
- Conduct regular business reviews with customers in the vertical to assess their satisfaction, identify industry-specific areas for improvement, and present solutions to meet their evolving needs within that specific market.
- Work closely with the sales team focused on the vertical to identify upsell and cross-sell opportunities, providing insights and recommendations to maximize customer lifetime value within that market.
Customer Advocacy and Product Feedback:
- Act as the voice of the customer within the vertical internally, ensuring their feedback and insights are effectively communicated across the organization.
- Champion customer advocacy initiatives specific to the vertical, such as industry-focused testimonials, case studies, and referrals, to showcase the value our company delivers within that market.
- Collaborate with the product team to provide industry-specific customer-driven insights and feedback to drive product enhancements and improvements that cater to the needs of customers within the vertical.
**Requirements**:
- Bachelor's degree in business, marketing, or a related field.
- Proven experience in a leadership role within customer success or account management within the logistics industry.
- Strong understanding of customer success principles, methodologies, and best practices.
- Excellent communication and interpersonal skills, with the ability to build rapport and trust with customers and internal stakeholders.
- Strong analytical acumen with experience in budgeting and forecasting.
- Excellent leadership and people management skills, with the ability to inspire and motivate teams.
- Excellent strategic thinking, problem-solving, and decision-making abilities.
- Experience in process optimization and operational excellence.
- Ability to thrive in a fast-paced, dynamic environment.
- Flexibility for regular travel.
**Why cora?**
- A key player in the fastest growing category of the Australian supply chain and logistics industry
- Rapidly growing business with expanding teams across all functions
- Extremely competitive remuneration, inclusive of short and long term incentives which provide significant earnings potential
- Board and executive team committed to investing in people and creating a great culture
- Enjoy an additional day of leave for your birthday
