Customer Success Associate

4 weeks ago

Auckland, New Zealand Kotahi Logistics Full time

We have an opportunity for a Customer Success Associate to join Kotahi's Customer team. This is a full-time, permanent role.

The Customer Success Associate is an integral part of the Customer team's drive to build strong partnerships with our customers and cross-functional teams, with a focus on performance and improvement so we can continue to set new standards for customer experiences.

In this role you will:

Support and coordinate all H1 and H2 NPS activities resulting in an annual action plan.
Support and drive the coordination of our Kotahi Customer team to maximise their customer-facing time.
Manage reporting processes to ensure the Customer team have the latest insights and information to be able to present monthly MOT to customers. Include these insights into customer presentations for reporting back to customers.
Prepare and coordinate Kotahi stakeholders for RFP season.
Support all forums and meetings whether regular cadence or ad-hoc through diary management, organisation, presentations and content build to ensure they are outcome and action focused.
Take the lead on coordinating and preparation required for all customer (internal & external) meetings.
Assist and contribute to customer initiatives, business projects and continuous improvement initiatives as appropriate.
Work with the National Customer Managers, Customer Development Managers, Key Account Managers and Account Managers to ensure that they have the insight, disciplines, processes and support to ensure that they can maximise time with our customers to add value for Kotahi and deliver on our key goals for the year.
Be a "guardian" of Kotahi's brand guidelines to ensure the brand look and feel is across all external-facing collateral. Manage customer merchandise.
Establish and maintain the right communication channels (e.g. Campaign Monitor & emails) for customers and drive regular communications to customers (e.g. distributing Supply Chain Update).
Create opportunities for our people to experience the role we play in enabling New Zealand business to win on the world stage, sharing these back to everyone so we learn more about our customers.
Identify a calendar of industry events for participation or sponsorship. Secure sponsorship and pitch CEO speaking opportunities. Manage customer team and customer attendance e.g. Red Meat Conference, Seafood Conference, PINZ.
Manage Customer team travel and assist in the coordination of external Kotahi corporate and Customer events.

You will bring:

The ability to build genuine partnerships (internal and external), at various levels of seniority with a focus on leveraging these to achieve improved outcomes for all parties.
High level of initiative, detail orientation and a flexible adaptive solution-based focus.
The ability to drive a process improvement initiative and bring customers and colleagues along on the journey.
Excellent listening skills and the persistence to dig to achieve understanding and find the real needs and drivers of key stakeholders.
Ability to communicate with a wide range of personalities, seniorities and skill sets.
Excellent stakeholder management skills - to focus on and own initiatives through to agreed close-out and with the understanding that this is not achieved until all stakeholders are aligned.
Ability to understand and participate in the key processes around performance to meet or exceed targets.

Apply now to learn more.

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