Customer Success Manager Freight

To build and maintain relationship with global clients to drive excellence in operations and efficiencies in projects delivery.

Customer Success Manager needs to have a proven track records in well freight operations management and customer relationship building.

Principal Accountabilities

• Lead a team of 15 Freight Customer Success specialists in a new centralized setup for the global strategic accounts.
• Be an expert in AIR SEA LAND FREIGHT products and excel in customer relationship building
• Lead the performance dialogue internally (mainly with operations) in regards to the overall Aramex service performance. The performance dialogue will evolve around Aramex performance in regards to AIR SEA LAND FREIGHT delivery products.
• Lead the performance dialogue externally with strategic customers based on agreed Service Level Agreements for above mentioned products.
• Ability to present and portray performance via analytical data driven and scientific insights. (dashboards presentations analysis)
• Drive operational excellence and efficiencies projects. Ability to deep dive into processes identify bottlenecks eliminate waste and pragmatically implement new ones having a cross functional approach.
• Analyze review deep dive into data dashboard analytics in order to assess and evaluate current transactions costs and processes
• Collaborate with senior management in defining bestinclass customer Success strategy.
• To liaise and work seamlessly with Operations teams across the region. Be able to challenge seek improvements and build SLAs accordingly between Customer Success and Operations.
• Ensure compliance of teams following SOPs

Key Requirements

• Proven track record of achieving excellence across regional Control Towers
• Managing a portfolio of Global Oil & Gas / Manufacturing clients is preferred
• Very analytical data driven with strong engineering skills
• Strong air sea land freight knowledge
• Ability to build relationships with customers
• 8 Years Work Experience in the above mentioned products
• The role will also require dealing with stations on global level as well as directly with customers hence communication skills are key.
• Process Improvement / Compliance Knowledge
• Ability to work independently with little supervision
• Knowledge on Control Tower setup and large team leading skills
• Strong Problem Solving acumen
• Excellent cross functional skills including Sales Operations Invoicing IT etc.
• Adept knowledge of MS Office suite and presentation skills
• Strong people management and mentoring skills
• Desire and ability to work in a fastpaced highgrowth entrepreneurial environment
• Excellent English Verbal & Written skills
• Education: Min bachelor degree in industrial engineering/Supply Chain/ Logistics or business management. MBA is plus.
• PMP or any related certification in supply chain is plus

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