Customer Success Manager

About

A freight forwarder, specializing in business operations, client service delivery, and strategic partnership management for enterprise accounts.

Main Responsibilities

• Operational Alignment: Develop and distribute standard operational workflows, address service deviations, and serve as the key escalation point for operational issues.

• Client Success & Experience: Monitor performance metrics, gather client feedback, and drive continuous improvement projects to optimize service delivery and operational efficiency.

• Account Strategy & Support: Partner with senior account leaders on account planning, project bidding, contract updates, and executive business reviews.

• Analytics & Reporting: Track key business metrics, analyze account performance, and deliver custom reporting on trends and operational outcomes.

• Process & Tool Adoption: Promote the use of internal technology platforms, support solution design, and refine process workflows.

Requirements

• Experience: 3–5 years of account management or operations experience in freight forwarding, logistics and or transportation industry

• Education: Bachelor's degree or equivalent experience preferred.

• Technical & Analytical Skills: Proficiency with CRM systems, data reporting tools, and office productivity software.

• Core Competencies: Strong verbal and written communication skills, high attention to detail, strong problem-solving capabilities, and the ability to work cross-functionally.
  

  Kate Chang Chu Yan
  EA Licence No: 25S2789|EA Personnel Reg: R25129471