Customer Success Manager

Customer Success Manager - N-5030-0015

, Logistics 17 January 2024

Job Description

Manage Starlinks External Key Accounts and have oversee support with the cross departmental functions (Sales, OPS, CS). The high-level aim of the role is to maintain the long-term client relationship and to seek opportunities for development and commercial growth.  

Responsibilities & Duties

• Manage customer relationships including response to business-critical issues. Ensure that the key personnel are informed internally/externally as appropriate in line with agreed company procedures
• Oversee contract renewals and re-negotiations including the timeline for discussions and key dates & milestones
• Lead new business opportunities with the client base and ensure that each client has a development plan for new business and opportunities    
• Ensure the team achieves business results by considering successful attitude, confidence, and teamwork behaviors
• Oversee the preparation and management of the client’s key business metrics and performance measures
• Oversee all presentations & materials for all client interim reviews and interval meetings in advance
• Team-focused & displaying positive characteristics & demeanor at all with internal (Starlinks) and external customers  
• Maintain a dashboard at all times of client performance vs contract/forecast using real data to analyze and re-evaluate as appropriate and report this back to the Starlinks business
• Ensure that contract terms are met by the client and/or issues raised that may inhibit payments are raised and dealt with promptly
• Ensure the implementation and full compliance with training, communication, and awareness programs and procedures.
• Communicate timely audit reports and ensure of tracking audit’s actions and closure as planned
• Execute projects in alignment with Starlinks QSSE standards and local legislation
• Ensure that people development plans are met in QSSE areas
• To implement, sustain, and participate in the continual improvement of the QSSE Management System (MS) at the area of responsibility in accordance with the legislations, Starlinks QSSE management systems, and relevant QSSE standards, ensuring proper controls for all hazards and risks
• Report incidents related to quality, Safety, and Security to the QSSE department in a timely manner and in accordance with the incident reporting and investigation procedure
• Ensure product recalls are conducted in accordance with local regulations and Starlinks QSSE standards
• Ensure all accidents and reported hazards are investigated and proper C/PA are identified, monitor and support the implementation
• Perform other job-related projects and/or assignments that he/she might be asked to do by his/her direct supervisor/manager for special assistance that are often not mentioned in this job description as they arise under specific circumstances

Desired Experience:

• 10 years of experience
• Logistics and Supply chain experience preferred