Customer Success Specialist

Job Summary

This position is responsible for cultivating long-term, trusting relationships with our Warehouse and Transportation customers and business partners. In addition, the Customer Success Specialist is responsible for supporting, engaging, and renewing Warehouse and Transportation customers. As part of an accounts team the Customer Success Specialist will partner with internal resources (sales and operations) in order to drive additional value for the customer. The Customer Success Specialist’s proactive engagement efforts across the entire account will uncover new opportunities and identify risks which will contribute to a modified account plan.

Essential Functions and Accountabilities

• Responsible for supporting full cycle relationship with Warehouse and Transportation customers.
• Customer Value Realization – Responsible for understanding customer’s KPI’s becoming a trusted advisor and educator to enable customers to realize the full potential of offerings provided by Probus Logistics.
• Ability to work with cross functional support teams, to drive collaborative discussions between various functional areas in support of operational execution against inventory, sales and operations etc.
• Lead account strategy to understand customer requirements, and tailor-fit product capabilities and business relations accordingly.
• Accountable for proactively maintaining the CRM to drive all customer interaction and track key milestones and metrics for each client.
• Champion and Advocate Customer Needs: Ensure customer needs and challenges are communicated and understood by executive and operational teams; anticipate future customer needs and proactively advocate internally to address them.
• Drive Customer Retention: Monitor account performance and utilization of the company, using data to track key account metrics; plan and lead strategic discussions with functional areas to maintain high levels of service and customer engagement across in all aspects of the relationship.
• Partners with the Executive Sponsorship team to prepare monthly and quarterly service KPI’s and reporting metrics for clients.
• Proactively communicates with carriers, customers and customer suppliers to develop multiple relationships across all customer contacts and deliver a positive experience to drive client retention and account growth.
• Communicate the ‘Voice of the Customer’ at various internal meetings, drive resolution, improvements based on customer feedback and an overall positive customer experience.
• Understand and comply with GMP requirements as applicable
• Promotes a safe work environment and supports all EHS policies

Qualifications

Experience:

• 5+ years working in challenging, Customer Success or Account Management roles, ideally within the logistics space.
• Must have significant experience working in GMP environment and Transportation Logistics.

Core Competencies:

• Proven ability to juggle multiple account management projects at a time, while maintaining sharp attention to detail and composure under pressure
• Demonstrated ability to negotiate and provide alternative solutions to complex problems.
• Works well under pressure.
• Able to work independently and unsupervised to complete assigned tasks.
• Excellent communication (oral and written) - effectively communication at all levels if the organizations, including Executive and C-Level.
• Exceptional client-facing skills.
• Strategic Thinker, Problem – solving ability and strong sense of ownership, urgency and drive.
• Computer literacy required - Microsoft Power BI, M 365, TWMS and CRM.
• Fosters an inclusive and respectful work environment for all.

Work Environment:

• Standard Office Environment
• Consistent physical activity efforts necessary to perform the job – walking, standing, sitting, lifting up to 10 kg (non repetitive)

Job Type: Full-Time, Permanent

Compensation: CA$60,000 annually

Benefits:

• Casual dress
• Company Events
• Dental care
• Extended Health Care
• On-site parking

** This role is a new opening role and is expected to report to the office, in person - not a remote or a hybrid position.

** We do not use (after LinkedIn Posting) artificial intelligence during the hiring process.