Customer Success Manager

1 month ago

Auckland, New Zealand Pst.Ag Full time

Key Responsibilities

Develop and maintain strong relationships with key clients, serving as their trusted advisor and primary point of contact for all inquiries, issues, and escalations.
Collaborate with clients to understand their business objectives, challenges, and requirements, and provide tailored recommendations on how our customs data and software solutions can address their needs. These include quotation preparation and customization of contracts to align with the clients' requirements.
Lead the onboarding and implementation process for new clients, ensuring a seamless transition and successful adoption of our products and services.
Provide proactive support and guidance to clients throughout their lifecycle, including conducting regular check-ins, processing customers' tickets, collaborating internally with the team to provide solutions to customers' ongoing issues and facilitating product demonstrations.
Document, monitor, and analyze client usage and performance metrics to identify opportunities for optimization, upselling, and cross-selling additional solutions or services.
Act as the voice of the customer within the organization, advocating for client needs and priorities, and collaborating with internal teams to drive product improvements and enhancements.
Stay informed about industry trends, regulatory changes, and best practices in customs compliance and trade management, and share relevant insights and recommendations with clients.
Develop and deliver client success plans and business reviews to demonstrate value, track progress against goals, and drive retention and expansion opportunities.

To be a Successful candidate :

Bachelor's or Masters Degree on Business Administration, International Trade, Supply Chain Management, or any other related field from an accredited institution.
Minimum of 3 years of experience in a customer-facing role, preferably as a Customer Success Manager, Account Manager, or similar position within the Customs Data, Software, or Technology Industry
Proficiency in CRM software (e.g., Salesforce), Microsoft Office Suite, and other relevant business tools and technologies.
Must have experience in managing an ERP system, and ticketing system (preferably Odoo).
Excellent communication and interpersonal skills, with the ability to build rapport, establish trust, and foster long-term relationships with clients.
Proven track record of driving customer adoption, retention, and expansion, with a focus on delivering measurable business outcomes and value.
Ability to effectively manage multiple client accounts, prioritize competing demands, and thrive in a fast-paced, results-driven environment.
Strong problem-solving skills, with the ability to analyze complex issues, identify root causes, and develop practical solutions.
Experience in remote work preferred.
Experience in second language is and advantage.

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