Customer Success Manager

Job Purpose 

It’s the right moment and the right place for us to make an impact, as logistics and movement across Kenya, the region, continent, and globe is at a record high. And guess what? You can help us fulfil our mission 

What you’ll be doing 

•  Work with assigned Account Executive and Account Manager to onboard new Amitruck customers and provide internal and external stakeholders with the proper guidance and support as needed.
•  Train customers on how to navigate the Amitruck ecosystem.

Account Management

•  Work with Account Manager to ensure customers prioritize Amitruck for their transport needs.
•  Hold regular account review meetings with customers and take note of challenges, wins and opportunities.
•  Proactively address customer issues and act on opportunities.
•  Proactively manage customer escalations by collaborating with account managers and other internal stakeholders.
•  Advocate for the needs of the customer by calling attention of appropriate internal stakeholders to the deficiencies of existing processes, systems and tools.

Relationship Management

•  Understand customer needs to paint a picture of their short and long term needs.
•  Build relationships with customer stakeholders at strategic and tactical levels.
•  Serve as a trusted advisor and diagnose customer supply chain and logistics processes and recommend best practices to the customer’s stakeholders.
•  Maintain a high level of customer satisfaction.

Customer Health

•  Manage customer lifecycle and track customer’s trip and revenue performance over time.
•  Improve customer satisfaction by providing the best fit solutions for their needs and delivering on the Amitruck brand promise.
•  Identify churn risks early and work with internal stakeholders to mitigate the risks.
•  Engage in account recovery processes for churned accounts.
•  Create customer reference assets such as quotes, case studies and testimonials.

Revenue Management

•  Negotiating rates with customers in response to market dynamics.
•  Increase the customer lifetime value by upselling to customers solutions flitting to their existing and emerging needs.
•  Identify renewal risks, initiate renewal discussions and manage customer contracts renewal in a timely manner.

Collaboration

•  Work with the operations team (account managers, customer care and transport team) to grow revenue and maintain account health.
•  Collaborate with Amitruck’s sales and marketing teams to build customer collateral.
•  Work with the leadership team, product team and technology team to define new customer features, services and to address customer pain points.
•  Support finance team in account receivable processes.

What you bring to the table

•  3+ years in a previous Customer Success / Account Management / Business Development role across both SME and Enterprise clients.
•  A proactive and problem-solving mindset, including the ability to spot opportunities in existing and new sectors.
•  An enthusiasm for understanding your clients’ sector and particular challenges, and working to solve them creatively in a fast-paced environment.
•  A strategic, analytical, data-driven approach. You’re comfortable with numbers and use them to inform decision-making.
•  Exceptional proficiency in both written and spoken English.
•  Experience working cross-functionally to achieve wider strategic goals.