Head of Customer Success

2 days ago

Riyadh, Saudi Arabia Shipa Full time

Shipa Delivery is an online platform that makes it easier for businesses and consumers to send and receive parcels within the GCC. Our expanding operation connects users with a network of delivery assets and services via mobile apps and online business dashboards. We make collection of packages within one hour a reality, along with a choice of on-demand, same-day, next-day, and cross-border delivery services. Shipa Delivery’s technology stack provides real-time parcel tracking via GPS; and for businesses, an integrated solution to streamline last-mile logistics and automate delivery management.

**Role Summary**

As the Head of Customer Success, you will serve as our clients' trusted advisor by providing strategic guidance on operational and product-related issues. You will be responsible for building genuine and durable customer relationships while converting those relationships into opportunities for long-term business and revenue growth. You will lead and oversee the Account Management Team, ensuring the delivery of exceptional service to clients and the achievement of business objectives.

You need to be a strategic leader who excels at networking and is passionate about customer satisfaction, retention, and growth.

R**esponsibilities include but are not limited to**:

- Building deep and trusting long-term relationships with clients by identifying partner
pain points, providing solutions, and recognizing opportunities for growth
and revenue generation.
- Building deep and trusting long-term relationships with major clients and
providing solutions that will help them meet their last-mile delivery needs.
- Acquiring a thorough understanding of clients’ needs and preferences to help streamline Shipa’s operations.
- Expanding relationships with existing clients by continuously proposing solutions that satisfy their objectives.
- Ensuring that products and services are delivered to customers accurately and on time.
- Analyzing customers’ performances to drive their growth and revenue generation.
- Serving as the link of communication between major clients and internal teams.
- Quickly resolving issues and problems faced by clients and dealing with complaints.
- Playing an integral role in generating new sales that will turn into long-lasting relationships.
- Recommending solutions based on clients’ needs by using industry knowledge.
- Organizing workshops for clients to inform and update them on the latest developments in the industry.
- Preparing regular progress reports and forecasts to internal and external stakeholders using accurate account metrics.
- Constantly creating revenue-generating channels from Cross Selling and Upselling streams.
- Introducing and managing projects designed to cater to the needs of new clients.

**Requirements**:
**Qualifications**
- Bachelor's degree in Business Administration, Marketing, or a related field (Master's degree preferred).
- 5+ years of sales or account management experience (preferably in e-commerce and/or e-fulfillment).
- In-depth knowledge of the express logistics industry.
- Knowledge of and experience in CRM systems is a must.
- Excellent communication, negotiation, and interpersonal skills.
- Demonstrated ability to lead and motivate a team.

**Proficiencies**
- Be fluent in English and Arabic.
- Be articulate and accustomed to dealing with clients on a one-to-one basis.
- Be adept at problem solving.
- Proficiency in MS Office and CRM software.
- Have in-depth experience in Customer Relationship Management.
- Have a good grasp of MS Office and data analysis.
- Strong work ethic and a customer-centric mindset.
- Excellent communication and presentation skills.

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