Want to be part of a hyper growth, fast paced, global business that is radically changing the decades old delivery universe as we know it? If so, read on, as we’re looking for a Senior Customer Success Manager to join our Commercial team!
Our mission? To switch up the status quo and become the UK’s leading out-of-home business. With a fast-growing network of thousands of smart lockers, hundreds of leading retail partners and the launch of our InPost collection points, we’re bringing freedom to anyone with a parcel.
On our path to transforming e-commerce delivery in the UK, we’re building an unparalleled group of talent that’s hungry to help us disrupt the industry. Our team is packed full of top-notch experts in e-commerce, technology, scale-up growth, sustainability, logistics and supply-chain. We’re a passionate bunch and expectations are high, but we’re team players – collaborating, supporting, and leaving egos at the door.
About the role:
To support our rapidly growing e-commerce Retailer portfolio, focused on our largest Enterprise clients e.g. ASOS, BooHoo, New Look, and Inditex. We have an exciting opportunity for a passionate and extremely driven Senior Customer Success Manager to join our Customer Success team.
This role will primarily focus on the retention and growth of our existing Enterprise e-commerce Retailer base, ensuring their success, satisfaction, and continued partnership with InPost.
With a strong emphasis on up-selling new products and services and identifying incremental volume growth opportunities, the Senior CSM will be expected to collaborate closely with cross-functional teams to optimise operational efficiencies, customer value, drive long-term relationships, and ensure our clients maximise the opportunity to partner with InPost to its fullest extent.
If you are a born overachiever, with an abundance of energy and charisma and a hunger for doing the right thing for InPost and our partners this role has your name on it.
What you’ll be doing:
1. Responsible for the retention and growth of your client portfolio - Working closely with our clients to deepen relationships and deliver growth.
2. Creating and executing plans to sustain and grow the InPost business by providing first class service to consistently delight our customers.
3. Serve as the primary point of contact for Enterprise level high-value clients, managing day-to-day communications and ensuring their needs are met.
4. Proactively engaging partners regularly (via QBR/MBRs) to understand their evolving needs and business goals, maintaining stable communication and strong relationships across a wider reaching set of stakeholders.
5. Identify opportunities for upselling and cross-selling additional services based on customer needs, behaviours, and feedback.
6. Develop a comprehensive understanding of the business challenges faced by your clients and identify how InPost can partner to help to solve them.
7. Cross-functional and strategic project support feeding your customer insights into the heart of our product roadmap.
8. Sharing knowledge and learnings with wider Commercial team to ensure customer conversations are well informed.
9. Provide regular reporting on customer health, retention metrics, revenue growth, and opportunities for expansion.
What we need from you:
1. Demonstrated success in commercial account management, preferably in logistics/e-commerce logistics / e-commerce trade/growth focused role, with a proven track record in driving growth, up-selling, and customer retention.
2. Experience managing high-value clients and successfully navigating complex sales cycles.
3. Exceptional relationship building skills with the ability to establish rapport and credibility at all levels.
4. Ability to think strategically, analyse market dynamics and identify growth opportunities within a set portfolio.
5. Excellent verbal and written communicator - abundance of confidence and active listening skills, able to clearly articulate complex concepts in a clear and compelling manner.
6. Data and detail oriented, with advanced excel capability and able to use insight to surface new opportunities.
7. Able to adapt to ever changing circumstances, comfortable with a certain level of ambiguity and excited by fast-paced growth.
8. Outstanding influencing skills with a commercial mindset; ability to turn problems into solutions.
9. Trustworthy, honest and reliable - the person your friends turn to in their hour of need.
10. Passionate, self-motivated and highly organised.
We’re looking for people who are ready for a fast paced environment, get their kicks out of problem solving and can balance getting today's stuff done, whilst building for the future. We’re looking for people with drive and natural curiosity – who want to do things differently. And do them brilliantly.
Perks of the job!:
We love to reward our people for the great work they do:
1. Enhanced Annual Leave – 26 Days Plus the Option to Buy Additional Days per year.
2. Vitality Health Care.
3. Work from Anywhere – 4 Weeks per year.
4. Enhanced Parental Leave.
5. Rail Loan.
6. Volunteering Day.
7. Hybrid Working (Role suitability dependent).
8. The Tech You Need.
9. Perks at Work.
10. Bring Your Dog to Work Day (Every Friday).
The InPost process:
We pride ourselves on our candidate experience. We want to make this as straightforward as possible, for you and for us! We will try our best to get back to you within a few days to let you know if we’d like to take you to the first stage. This normally involves a 20 minute chat with our Talent Team. If we both feel the connection, you’ll then go through another one or two stages, depending on the level of the role.
At InPost, we love uniqueness. Our strength is our people.
We strive to create an open, equal, inclusive environment in which everyone has the opportunity to flourish and be themselves.
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