Strategic Client Liaison

3 days 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 building and maintaining 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 that our clients receive the highest level of support and service.

The ideal candidate will have a background in Key Account Management within the logistics / freight forwarding industry, with a proven track record of success in building and maintaining strong relationships with clients. You will be responsible for proactively interacting with your portfolio of strategic clients to keep them engaged with WiseTech Global, ensuring that outstanding Support issues are resolved and helping our clients optimize the value of our CargoWise and Blume applications.

You will work closely with our sales and product teams to proactively support the growth of the client account and maximize their usage. Your interpersonal, leadership, and communication skills will be invaluable assets in this role, as you will be responsible for proactively communicating with your portfolio by phone, email, and MS Teams, gaining their trust and building a regular rapport.

The suitable candidate will report via our Sydney headquarters, but must be a business-level Japanese speaker. Your primary goal will be to ensure that critical or important issues raised by clients are escalated quickly and efficiently to the relevant Support/Product Team.

Key Responsibilities:

  • Undertake 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, gain their trust, and establish a regular rapport
  • Take a proactive stance to developing personal knowledge and experience of the CargoWise and Blume applications in order to guide and direct the strategic client
  • Using data to develop an understanding of how the client is using the CargoWise and Blume applications in order to advise the client of potential gaps and recommend WTG Products and Services
  • Build strong working relationships with WTG Product, Technical, and Commercial teams in order to provide the optimal solution for clients' needs
  • Build strong working partnerships with Service Partners in order to optimize the overall service offering for the client
  • Adhere to standard Customer Services operating procedures and fulfill reporting requirements
  • Be the first escalation point for any issues not resolved by standard support processes

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