Strategic Client Liaison

4 weeks ago


Sydney, New South Wales, Australia WiseTech Global Full time

As a Strategic Client Liaison at WiseTech Global, you will play a crucial role in fostering strong relationships with our key clients in Japan. Your primary responsibility will be to serve as the escalation point for critical client and staff-related issues, ensuring timely resolution and optimal utilization of our core software suites.

The ideal candidate will possess excellent interpersonal, leadership, and communication skills, with a background in Key Account Management within the logistics / freight forwarding industry. You will be responsible for proactively engaging with your portfolio of strategic clients, gaining their trust, and building a regular rapport through phone, email, and MS Teams communication.

Key objectives for this role include ensuring that critical or important issues raised by clients are escalated quickly and efficiently to the relevant Support/Product Team, supporting the function and deliverables of the Global Key Account Management Team and wider Customer Services team, stabilizing the relationship with own clients, and retaining and growing key client accounts.

Responsibilities will include undertaking deep dive investigations to establish and report back on clients' motivations, strategies, and preferences, using interpersonal, leadership, and communication skills to proactively engage with clients, and taking a proactive stance to developing personal knowledge and experience of the CargoWise and Blume applications.

Additionally, you will be responsible for building strong working relationships with WTG Product, Technical, and Commercial teams to provide optimal solutions for clients' needs, adhering to standard Customer Services operating procedures, and fulfilling reporting requirements.

Required competencies for this role include fluency in English and Japanese, ability to build rapport and gain trust, taking ownership of issues and tracking through to resolution, ability to build strong relationships externally with clients and partners and internally, strong communication skills, experience within Key Account Management or Relationship Management, and technical knowledge/technically enabled skills.



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