An Exciting Supply Chain Career Awaits
We are expanding our team and are in search of a energetic Customer Success Manager to help fuel our growth within Australia’s rapidly evolving 4th Party Logistics (4PL) sector. This role offers the chance to engage with one of the fastest-growing categories in Australian logistics, providing substantial opportunities for career advancement.
Why choose cora Group?
Experience a supportive management team that is focused on nurturing talent and fostering a positive work culture.
- Be part of a leading team in a fast-growing industry sector.
- Great office locations in Melbourne and Sydney, with easy walks through lakes, waterfalls, and gardens, close to cafes, public transport and parking.
- Enjoy a competitive salary with a bonus scheme and a special day off you’re your birthday!
Our Values:
- Unity: We Walk Together
- Integrity: We Are Our Word
- Courage: Embrace Every Challenge
- Responsibility: Pride In Our Environment
- Innovation: Create “Different”
The Role:
The Customer Success Manager will be responsible for managing a portfolio of Customers within a specified vertical. The primary focus of this role will be on nurturing and maintaining strong Customer relationships, understanding their business needs, and providing strategic solutions that align with their goals. This role requires a combination of strong customer service skills, business acumen, and logistics expertise. This role will be based in Melbourne or Sydney.
The successful candidate will be responsible for:
Customer Relationship Management
- Build and nurture relationships with stakeholders across all levels of the customer’s organisation
- Act as the primary point of contact for operational escalations from customers and the internal customer care team
- Conduct regular business reviews and providing reporting and analysis to customers on key performance indicators
Financial & Performance Management
- Manage an assigned customer portfolio and performance against financial targets (ensuring NIL leakage of revenue & gross margin)
- Work closely with the finance team to investigate invoicing queries and credit requests and provide support to the finance team for on-time collections
Operational Excellence
- Diligently update and maintain all key notes and activities in the CRM, ensuring complete and accurate records at all times.
- Ensure adherence to all contractual agreements and service-level agreements
- Engage with carriers to support BAU operations, resolve customer escalations and address recurring service failures
- Assist with the development and execution of consistent customer management processes across allocated engagement activities
- Support the Head of Customer Success on complex operational projects requiring scoping, documentation, implementation support, reporting and monitoring
Continuous Improvement
- Deliver on any agreed continuous improvement initiatives, optimising service levels and driving cost/efficiency benefits
- Conduct root cause analysis and design corrective actions internally and externally for recurring service issues and ‘at risk’ customers
Business Growth
- Unlock, pursue, and deliver upon the extension of business opportunities which exist within our existing customer base
- Proactively identify and pursue upselling and cross-selling opportunities within assigned accounts, including identifying leads for new business opportunities within assigned accounts
- Support end-to-end implementation processes as required for identified new customers and drive key activities to their scheduled commencement date
The successful candidate will have:
- In-depth knowledge of logistics and supply chain concepts, including transportation, warehousing, inventory management, and distribution
- Strong communication, negotiation, and presentation skills
- Excellent problem-solving and decision-making abilities
- Ability to build and maintain strong client relationships based on trust and deliver exceptional customer service
- Results-driven mindset with a track record of meeting or exceeding sales and account growth targets
- Proficient in using Hubspot, Microsoft Office Suite, Machship and other relevant tools
- Highly organised with strong attention to detail and the ability to prioritise and manage multiple client accounts simultaneously
- Tertiary qualification in Business Administration, Marketing, or a related field or lived experience with proven outcomes.
- Proven experience in a client-facing role, preferably as an Account Manager within the logistics or supply chain management industry
We value versatility and a proactive approach. As our team evolves, you may find yourself taking on new challenges beyond the outlined responsibilities to contribute to the dynamic needs of cora. Consider this an opportunity to showcase your adaptability and make a meaningful impact beyond the defined scope.
Learn More and Apply
If you are ready to advance your career with cora Group, please submit your CV and a cover letter using our application link.
Share a bit about yourself and explain why you are a good fit for this role.
Your journey with cora Group starts here.
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📌 Customer Success Manager
🏢 Cora Group
📍 Melbourne