Interim Customer Success Manager

at  Ace Express Freight

WHAT WE OFFER:

• Generous starting salary on offer.
• Attractive bonus structure.
• Up to 23 days annual leave (once relevant criteria met).
• Company Pension.
• Positive office environment with a vibrant atmosphere.
  So, if you are ready to take on an exciting new role that will help you achieve both your personal and professional goals in 2025, please get in touch with today!
  To apply, please send a copy of your updated CV to cgeary@ace-express.com; Please insert job title in the subject line.
  This job description is intended as a summary of the primary responsibilities and qualifications for this position. The job description is not intended as inclusive of all duties an individual in this position might be asked to perform or that may be required to do either now or in the future.
  Ace Express Freight is an Equal Opportunities Employer

THE ROLE:

The primary function of this full-time, office-based role is to provide managerial guidance and support for the Customer Success Team & act as a point of contact for Senior Management regarding delivering total customer satisfaction through all communication channels.
This temporary role is an opportunity for a pro-active individual who is dedicated to career progression within Ace Express, to showcase their strengths and ability to manage under pressure. The focus of this role will be to manage the Customer Success team to achieve & deliver a high standard of professional service plus continuous improvement, throughout the departments.

The Interim Customer Success Manager will manage and guide the team to:

• Ensure the satisfaction and retention of our valued customers.
• Serve as the main point of contact to the team, supporting their needs internally, and guiding them through any challenges.
• Responsibility for building strong customer relationships, understand their needs and provide solutions to ensure their success with our services.
• Success in their roles will require a combination of excellent communication skills, a customer-focused mindset, excellent relations with other departments within the company and a proactive approach to problem-solving.
• Focus on hunting, retaining and developing new customers in Ireland, UK, Europe and Internationally.

KEY RESPONSIBILITIES:

• Management of the Customer Success team while also assisting the wider Sales team with daily requests and enquiries including meetings, scheduling and administrative duties.
• Build and maintain strong, durable relationships with clients through regular communication and engagement.
• Understand your customer’s individual needs and challenges to effectively address any issues of concern.
• Act as the primary point for escalations within the team, with the aim of resolving.
• Manage smooth onboarding processes for new and existing customers, ensuring they have a clear understanding of our services, capabilities and knowledge of the online web portal.
• Provide information and training on Ace Express Freight systems to enhance the team’s knowledge across all our services.
• Be alert to any opportunities, ensure they are recorded and managed effectively and encourage and guide the team to upsell additional company services to clients.
• Collaborate pro-actively with internal teams such as Operations, Finance, Air, Ocean, Planning & Solutions departments etc., to resolve any client issues in a timely manner.
• Oversee the team as the main client ‘owners’ and prepare to see any proposed solution through to its successful conclusion.
• Monitor key performance indicators (KPIs) to track client and team success and identify areas for improvement, both internal and external.
• Consolidate the regular reports from the team detailing client feedback, usage patterns, and overall satisfaction levels.
• Assist with training of the team to help them to serve as a strong anchor for clients within the organization, ensuring their needs are effectively communicated and addressed.
• Gather and merge client feedback and insights from the team to inform service improvements and inform the appropriate colleague(s) and ensure the correct use of quality and issues log.
• Managing quarterly business meetings diary, as defined by customer category and requirements.
• Ensure customer retention and growth across the team.
• Assist with the creation of SOPs with the guidance and input of the wider team and maintain SOPs.