Ocean Network Express North America · 22 hours ago
Analyst, Customer Success
Meridian, ID
Full-time
Hybrid
Mid Level
3+ years expOcean Network Express is a global container carrier company, and they are seeking an Analyst for Customer Success to manage and execute customer onboarding processes. The role involves collaboration with stakeholders to ensure customer satisfaction and adherence to contractual agreements, ultimately contributing to long-term customer retention.
Transportation/Trucking/Railroad
Responsibilities
Own the Customer Onboarding Process from start to finish for all new and existing customers
Accountable for ensuring customer success with ONE by communicating and providing essential requirements, including eCommerce, payment methods and key internal contacts across the organization
Accountable for analyzing and reporting key onboarding KPIs to senior leadership
Manage a high-volume portfolio of onboarding projects, ensuring 100% contractual alignment during peak renewal seasons Customer Relationship Management & Support
Act as a representative of ONE in customer meetings, business reviews and daily transactions
Foster strong relationships within the organization and with customers to enhance their experience and cultivate long-term partnerships
Ensure alignment between ONE and the customer by reviewing key terms and exceptions in the service contract and addressing them with the customer Collaboration & Internal Coordination
Work closely with internal stakeholders at regional and global levels to ensure customer requirements and expectations are clearly understood, agreed upon and effectively communicated
Partner with Sales as a subject matter expert (SME) to bridge the gap between service contracts and operational execution
Collaborate with Cargo Management teams (Key Accounts and Global Services) to share account knowledge and effectively communicate contracts, business lanes and special handling requirements
Provide assistance to the Digital Service team, as required
Identify and resolve complex issues related to new or existing customer requirements and internal alignment within ONE
Manage situations that may require adjusting responses or conducting in-depth research based on customer needs
Leverage in-depth knowledge of ONE’s products, services, and processes to proactively anticipate customer needs and optimize the onboarding experience
Requires familiarity with ONE service contracts and standard terms and conditions Process Improvement & Operational Support
Collaborates with BPIT or other departments to discuss ongoing and future development of ONEForce projects
Leads/Participates in User Acceptance Testing (UAT) and provides feedback to BPIT to optimize the ONEForce ecosystem
Develop, maintain, and enhance Standard Operating Procedures (SOPs) and How-To guides to support continuous improvement in the onboarding process
Gather customer feedback throughout the onboarding process to identify pain points and areas for improvement
Analyze trends and share insights with internal teams to refine onboarding processes and enhance customer engagement strategies
Support the development of new training materials, knowledge bases, and best practices for improved onboarding experiences
Qualification
Required
3+ years of experience in customer success, account management, logistics, or a related field
Advanced problem-solving abilities
Strong attention to detail
Team-oriented mindset
Effective collaboration skills
Excellent verbal and written communication skills
Strong multitasking ability
Excellent organizational skills
Recognizes future needs and addresses them proactively
Uses logical methods and analytical skills to provide recommendations and achieve optimal results
Excellent presentation skills
Experience in customer success, account management, logistics, or a related field
Working knowledge of lifecycle project management
Familiarity with ONE service contracts and standard contractual terms and conditions
Proficiency in CRM platforms (Salesforce/ONEForce preferred) and data visualization tools to track onboarding health and performance metrics
Bachelor's Degree preferred
Company
Ocean Network Express North America
ONE (Ocean Network Express Pte.
501-1000 employees
Funding
Current Stage
Late StageCompany data provided by crunchbase