Customer Success Advisor

Join our Felixstowe team on full-time, permanent basis!

Main duties and responsibilities:

• Lead customer onboarding activity to accelerate adoption, maximise customer value, and support long-term account growth and retention.

• Develop trusted customer relationships through proactive engagement, ensuring customer needs are understood and translated into growth opportunities.

• Maintain accurate customer and commercial data to generate actionable business intelligence, supporting strategic account development, retention, and revenue growth initiatives.

• Drive adoption and utilisation of Freightliner Connect, enhancing customer lifetime value and strengthening customer loyalty and retention.

• Proactively promote Freightliner Connect's capabilities to identify upselling opportunities, increase customer engagement, and deliver incremental revenue growth.

• Support account development plans by identifying opportunities to expand customer spend, improve retention, and enhance overall commercial performance.

Key Measures:

Account Adoption of Freightliner Connect

• Drive customer adoption and utilisation of Freightliner Connect, embedding the platform within customers' operating models to increase engagement, retention and long-term account value.

• Lead adoption initiatives across strategic accounts, ensuring customers maximise the value of Freightliner CONNECT's capabilities and digital services.

• Develop and execute account adoption plans that improve customer engagement, strengthen relationships and increase platform utilisation.

Commercial Performance Through Freightliner Connect

• Leverage Freightliner Connect as a commercial growth platform, identifying opportunities to increase customer spend, improve retention and support revenue growth.

• Convert customer engagement and platform usage into measurable commercial outcomes, including account expansion, upselling opportunities and increased customer lifetime value.

• Monitor and analyse platform activity to identify commercial opportunities, improve customer performance and support strategic account development.

General Volume and Revenue Generation

• Support the delivery of volume growth, revenue generation and margin improvement through proactive account management and customer development activities.

• Identify and cultivate opportunities within existing and prospective accounts to increase volumes, expand service utilisation and achieve commercial growth targets.

• Work collaboratively across Business Development, Sales and Service teams to convert opportunities into sustainable revenue streams and long-term customer partnerships.

Personal Specification:

Relevant Industry or Role Experience: Proven background in a similar industry or role, demonstrating a strong understanding of the field.

Commercial and Operational Leadership: Possess good leadership skills, with the ability to communicate effectively both internally and externally.

Financial Acumen: Financially literate, with the ability to navigate and respond to daily commercial challenges.

Collaborative Experience: Demonstrated experience working closely with account management and operational teams, ensuring effective collaboration by Sales Support Team to deliver results.

Agility and Initiative: Capable of working independently to drive the team, adapting to the day-to-day demands of the business to ensure success.

Behavioural Competencies:

• Approaches objectives with drive, energy, and enthusiasm.

• Proactive approach to work and uses own initiative to implement improvements.

• Sets high standards of work for self, and team,

• High level of integrity and openness

• Energetic, highly motivated, in pursuit of business growth and success.

• Leads by example