Customer Success Partner

Company Description

Connecting people and communities| Driving eCommerce | Moving Australia & New Zealand

With an unrivalled and expansive network, Global Express builds unique, innovative, and tailored transport and logistics solutions.

From a shipload of containers full of fresh produce, urgent medical deliveries on the next available flight, end-to-end retail to every corner by road or rail, or simply delivering gifts to friends and family, we connect people, communities, and businesses across Australia and New Zealand.

Backed by Allegro Funds, Australia's most awarded and largest transformation and turnaround private equity firm, we're looking to the future and working towards new and exciting ways to put our customers' businesses at the heart of ours.

**Job Description**:
An exciting opportunity is available for a Customer Success Partner to join Toll Global Express on a permanent basis. This opportunity will see you grow and be mentored to the next step of your career.

The purpose of the Customer Success Partner is to ensure their customers receive an exceptional customer and service experience from the organisation resulting in high net promoter scores (NPS). They are responsible for monitoring and reporting service performance, investigating and remediating exceptions and service failures and working with the customer to identify and implement improvement opportunities inside the customer's operational processes and systems.

The role is responsible for developing deep and trusted relationships with the customers operational and mid-level management teams. They work closely with Global Express operational and technology teams to identify and implement performance improvement teams. They will also work closely with the customer implementation team(s) to ensure a smooth transition to business as usual for the customer.

**Key Responsibilities**:

- Develop and maintain deep and trusted relationship with the Customer's operational and mid-level teams.
- Establish the daily/weekly/monthly operating rhythm with the customers on operational planning, performance, and issue management.
- Investigate performance exceptions and failures to identify root causes.
- Prepare and present service performance reports and analysis to the customer.
- Manage all service-related escalations and escalation pathways from the customer and/or operational teams to ensure timely resolution and communication back to the relevant stakeholders.
- Identify new business and share of wallet opportunities and register them in the CRM for the Strategic Account Manager to develop a proposal.
- Identify and capture win: win opportunities to reduce handling costs, process waste, time loss, errors, rework or duplicated effort from the customers and our own operations.
- Identify and capture any revenue leakage opportunities where the customer is not being charged a fee and where they should be charged.

**Qualifications**:
**About you**

An open mindset to continuously develop and strive for a career at Global Express along with a can-do attitude will set you apart.

The role requires someone driven, passionate, organised, and tenacious and works well in a close-knit team.
- An understanding of operational and service management for large and complex customer relationships
- Operational and systems knowledge to be able to identify and implement improvements
- Proven ability to provide operational service solutions and improvements for customers
- Reporting skills to create accurate and timely performance reports
- Experience working in a logistics environment is preferred
- Negotiating skills to be able to negotiate priorities and deadlines with customers
- Experience and knowledge of basic account management principles and CRM management
- Strong communication and relationship management skills
- Strong prioritisation and organisational skills
- Positive, "can do" attitude
- Keen to make a difference

Additional Information
**Be Connected**

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.

It's never been a more exciting time to join our team as we take the next step in our journey.

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.