Customer Success Partner

Date Posted: 30+ hari yang lalu

Job Description

The purpose of this role is to be the essence of customer centricity by not only selling the Twill value proposition to new potential customers but also taking excellent and pro-active care of them once they are onboard and growing them by always knowing their next need. The purpose is to win new customers, optimize retention and grow revenue and to do it in a digital first way; always focus on enabling customers to self-serve. Work closely with Engagement Managers to ensure a smooth transition of customer ownership.

We offer

  • You will be the spokesperson of Twill’s mission to make shipping simple, helping shape Twill into a commercial & operational success
  • You will be part of the most exciting Corporate Startup disrupting the End to end logistic industry with people and technology.
  • You will be part of a team that is young in spirit, ambitious, multicultural but also experienced in end to end logistics service provider.
  • Your work will be visible to the top leadership of Twill and the Maersk Group.
  • You can read more about being part in Twill in our blog:

Key responsibilities

Target new customers through a digital value proposition
  • Follow-up and qualify Marketing generating leads and logging activities in Salesforce with the aim of acquiring new customers through an office-based approach
  • Through an analytical approach and market mapping, find new leads through local insights
  • Log all activities in Salesforce and share insights on lead quality through an effective and structured lead qualification process
  • Manage objections professionally and share best practices across the team

Hand Over leads to Customer Engagement Manager
  • Effectively hand-over hot opportunities requiring a face to face engagement to successfully close/win the opportunity

Retain and upsell to existing customers through personalised self-service
  • Ensure smooth execution of the end-to-end shipment lifecycle by working closely with the customer as well as internal stakeholders from operations and back-offices across the globe
  • Pro-actively support the customer to build trust and operational confidence through phone, chat and email while encouraging/pushing self/service functions
  • Upsell new products and services to existing Twill customers to drive revenue growth
  • Actively monitor customer NPS and ensure that customer insights and suggestions for automation are shared with the Twill Manager
  • Effectively manage your time and priorities to balance sales and customer service activities
  • Support global team of colleagues in reaching key metrics trough collaboration and capacity sharing

We are looking for

  • Logistics expertise
  • Customer-centric and proactive
  • Selling over the phone
  • Continuous improvement and productivity drive
  • Self-service minded
  • Familiar with end to end process of shipping and logistics would be highly advantages.
  • Self-initiated along with Continuous improvement and productivity drive mindset.

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