Digital Account Manager

CHEP helps move more goods to more people, in more places than any other organization on earth via our 347 million pallets, crates and containers. We employ approximately 13,000 people and operate in 60 countries. Through our pioneering and sustainable share-and-reuse business model, the world’s biggest brands trust us to help them transport their goods more efficiently, safely and with less environmental impact. 
What does that mean for you? You’ll join an international organization big enough to take you anywhere, and small enough to get you there sooner. You’ll help change how goods get to market and contribute to global sustainability. You’ll be empowered to bring your authentic self to work and be surrounded by diverse and driven professionals. And you can maximize your work-life balance and flexibility through our Hybrid Work Model.

Job Description

Position Purpose

You’ll be responsible for driving customer satisfaction, retention and growth by ensuring clients achieve their desired outcomes through a combination of value-add and fostering strong relationships. You’ll collaborate with cross-functional teams to identify customer needs, providing proactive support, and developing strategies to enhance the overall customer experience. You’ll also play a crucial role in empowering customers to realize the full value of our products and services, ultimately contributing to business growth and long-term partnerships.

Major/Key Accountabilities

• Understand customer needs and pain points: Utilise market research and customer feedback to understand customer needs and pain points, aligning solution offerings with market demand.
• Expand the reach and adoption of our solutions: Use information from customers around use and adoption along with technical knowledge of the solution to identify opportunities to increase retention and expand adoption and reach of the solution, as well as identifying further sales opportunities, both for new and underutilized features.
• Customer metrics follow up: Understand different customer metrics and take timely, appropriate action to create multiple touchpoints.
• Health Monitoring and Risk Mitigation: Monitor the health of customer accounts, identifying any potential risks or issues that may impact retention based on their usage and feedback
• Customer Advocacy: Serve as the voice of the customer within the organisation, advocating for their needs and priorities. Champion customer success stories and testimonials to highlight the value of the solution
• Success Planning: Develop success plans for each customer, outlining their goals, milestones, and metrics for success. Work collaboratively with customers to achieve their desired outcomes and drive value from the solution.
• Collate customer feedback/connect to researcher to enhance solution features & roadmap: Build and maintain a close relationship with the customer, using regular touchpoints to develop a deep understanding of both the pain points and needs within their process, feeding it back to enhance the solution roadmap.
• Drive Customer Engagement and Adoption: Monitoring how frequently and effectively customers use the product can indicate whether they are deriving value from it. High engagement levels suggest successful onboarding and ongoing support

Experience

• 3+ years experience commercial experience with SaaS or IoT focused products with supply chain/CPG or retail
• Excellent communication and interpersonal skills, with a proven ability to build strong customer relationships analyze data and translate insights into actionable strategies.
• Strong project management skills and ability to manage multiple priorities simultaneously.
  Experience with CRM and customer success platforms.

Qualifications

• Bachelor's Degree in Business Administration, Marketing, Communications, or a related field or equivalent relevant experience
• Desirable - Experience with supply chain management and industry regulations. Knowledge of food safety standards and practices

Remote Type

Hybrid Remote

We are an Equal Opportunity Employer, and we are committed to developing a diverse workforce in which everyone is treated fairly, with respect, and has the opportunity to contribute to business success while realizing his or her potential. This means harnessing the unique skills and experience that each individual brings and we do not discriminate against any employee or applicant for employment because of race, color, sex, age, national origin, religion, sexual orientation, gender identity, status as a veteran, and basis of disability or any other federal, state, or local protected class.

Individuals fraudulently misrepresenting themselves as Brambles or CHEP representatives have scheduled interviews and offered fraudulent employment opportunities with the intent to commit identity theft or solicit money. Brambles and CHEP never conduct interviews via online chat or request money as a term of employment. If you have a question as to the legitimacy of an interview or job offer, please contact us at [email protected].