Customer Success Manager

3 weeks ago

Plymouth, United Kingdom Shift Group Ltd Full time

**Customer Success Manager**

**Plymouth**

**Who are Shift?**

Shift are a rapidly growing marketplace disrupting the logistics industry. Our teams create solutions using technology to solve everyday logistics problems. These solutions create opportunities for drivers, businesses, retailers and consumers to move bigand bulky things in a way they haven't before.

We have an entrepreneurial ethos and focus on investing and developing cutting edge technology. We use algorithms to match van and truck capacity of drivers already on the road to offer consumers and businesses a way to move anything, at any time, on theirschedule. For customers and drivers, we create availability, flexibility and efficiency.

**The opportunity as a Customer Success Manager**:
At Shift, our B2B team works with a variety of clients, offering a variety of logistics services such as on-demand courier, freight and contract removals. We are always looking for ways to improve and iterate the ways we work and service our customers, andas such we have a new opportunity for a Customer Success Manager to join the team. You'll support our business clients throughout the full lifecycle of a booking... and beyond.

Customers will be a mix of existing and new. Your tasks will range from creating a booking in our bespoke platform, to gaining feedback on our service, to making decisions on what's the best way to retain your accounts - so you can guarantee a diverse anddynamic working day.

Working hand in hand with our Live Operations and Marketplace functions, you'll collaborate on process changes and improvements that can be made to our technology with the overall aim of increasing client satisfaction.

You can expect a fast paced, dynamic environment where you will be cross-skilled, embrace change and be at the heart of our B2B proposition.

Are you ready for the challenge ?

**Requirements**:
**Responsibilities included as a Customer Success Manager**:

- Supporting our B2B customers with their on-demand courier, and removals bookings
- Maintaining and nurturing strong relationships with your portfolio of clients to ensure overall retention and high customer satisfaction levels
- Creating bookings in our platform that accurately reflect our clients requirements
- Knowing our customers, their requirements and their pain points - and working proactively to make their experience better
- Communicating customer requirements to the wider Operational Team - both day-to-day and at a strategic level
- Problem solving with autonomy and initiative
- Interrogating data and communicating the meaning of the data to customers
- Advocating and promoting the value of our service, keeping clients engaged with Shift
- Becoming a SME for our B2B customers

**What you need to demonstrate to be successful in this role**:

- Experience in an Account Management or Customer Success role, preferably within the Courier industry
- Excellent verbal and written communication skills
- A pragmatic approach to problem solving
- High attention to detail
- Willingness to take ownership, be accountable and go above-and-beyond for your clients
- An ability to multitask
- High levels of patience and a can-do attitude
- A passion for solving customer and driver problems
- An inquisitive nature - you love to look into the detail, gain context and knowledge
- An ability to "live in the grey" and be adaptable
- Pride - we're looking to grow our brand in the B2B market, and we'll need you to champion our service
- Be a team player (we never say, it's not my job)

**What does working for Shift look like?**
- Collaborative working environment, working within cross functional teams across the business
- We are focused on finding solutions for our customers, drivers and partners through the use of technology.
- Ambitious, flexible and challenging culture
- Solutions orientated
- You will have a direct impact on the growth of the business - we will always need and want you to bring ideas to the table

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