Customer Success Manager, Automotive

Job Overview:

Managing the relationship for Starlinks Key Accounts (B2B), including supporting the cross departmental functions (Sales, OPS, CS). The high-level aim of the role is to maintain the long-term client relationship and to seek opportunities for development and commercial growth, while managing the Customer Success to deliver strong customer satisfaction. Build, manage and grow team and capabilities.

Job Responsibilities:

• Policy and Procedure Improvement: Recommend and support the implementation of improvements to departmental policies, procedures, and controls.
• Customer Communication and Engagement: Implement company programs to promote key customer messages, ensuring SOPs, SLAs, and communication tools are fit for purpose.
• Operational and Financial Reporting: Develop financial reports, operational performance dashboards, and present insights to manage internal and customer-related KPIs.
• Customer Onboarding and Relationship Management: Create and maintain processes for end-to-end customer onboarding in collaboration with sales and support functions, and manage customer relationships, including response to critical issues.
• Business Review and Alignment: Establish business review processes and operational alignment activities to ensure customer KPIs are communicated and met, including managing client contract renewals and negotiations.
• New Business Development: Seek and develop new business opportunities with the customer base, ensuring each customer has a development plan for new business opportunities.
• Invoicing and Payment Management: Ensure the Partnership Success team owns and manages the invoicing and payment processes, including validation of invoices prior to issuing.
• Quality and Data Management: Establish quality metrics, track trends, and ensure data is correctly updated and inputted for successful customer onboarding and operations, liaising with various departments to remove roadblocks.

Job requirement:

• Bachelor’s degree in business administration/Sales & Marketing/ Logistics CS / Supply Chain Management or equivalent.
• Over 5 years of experience in customer service and account management within the automotive sector, focusing on Business-to-Business (B2B) operations.
• Excellent communication, presentation, and interpersonal skills.
• Strong project management skills with relevant accreditation.
• Strong commercial acumen.
• Strong data and analytical skills