Customer Success Executive -JHB at Tych Business Solutions

RESPONSIBILITIES:

Implementation & Onboarding

• Lead and coordinate the full customer implementation process between Sales, CRM, Operations, Customs, IT, and Business Analysts.
• Attend client onboarding meetings to gather shipment requirements, operational preferences, and commercial terms.
• Coordinate system integration requirements with IT/BIE teams (e.g., CargoWise workflows, automated alerts).

Post‑Implementation Monitoring (First 90 Days)

• Oversee the operational rollout for each new client, ensuring adherence to customer requirements.
• Identify and resolve operational issues early, escalating where required.
• Ensure alignment between Operations, Sales, CRM, and Finance on the customer’s operational profile and expectations.

Cross‑Functional Collaboration & Support

• Ensure freight is represented appropriately in internal KPI and governance meetings.
• Support Operations with compliance requirements (e.g., RLA with SARS, Africa export requirements).

Automation & Quality Assurance

• Drive implementation of CargoWise alerts and automated workflows to ensure adherence to customer‑specific requirements.
• Conduct quality checks to ensure compliance with SOPs and freight regulations.
• Monitor and report on process deviations and recommend improvements.

REQUIREMENTS:

Education

• Matric (Grade 12) essential.
• Tertiary qualification in Supply Chain, Logistics, or Business advantageous.

Experience

• Proven freight/logistics industry experience essential.
• CargoWise experience advantageous.

Technical Skills

• Strong proficiency in Microsoft Office (Word, Excel).
• Leadership Behaviors