AnyVan makes moving anything easier, more affordable and greener for everyone. Our sole objective is to use technology and innovation to improve the efficiency and experience of the entire delivery and moving process.
With over 2.8 million customers across the UK, Germany, France, Spain, Italy and Ireland since launch over a decade ago, such work has made...
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Your role is essential in ensuring that our TPs are satisfied, engaged on our platform, and operate at the level of excellence required by AnyVan. You will use your account management skills, your problem-solving mindset and your analytical abilities to help them succeed and grow.
What you'll be doing:
Work to agreed targets focusing platform and feature adoption & engagement metrics
Leverage digital tools such as Hubspot and product retention platforms such as Chameleon to influence retention and user engagement at scale
Drive retention and growth among our TPs through regular, meaningful conversations that build and nurture relationships and identify and resolve issues
Provide meaningful insight to the business and the product team to improve the TP experience
Generate reports and analyse data to produce insights for impactful decision-making to support TP retention and engagement goals
Ensure TPs are enabled by creating training content such as mailer campaigns, videos, and platform tours
Score and evaluate TP training outcomes to ensure they meet AnyVan’s standards and set goals and timeframes for TPs to implement solutions and improvements and then monitor success through TP performance on an ongoing basis
Build and nurture a network of key stakeholders across AnyVan and collaborate with departments like Allocations, Recruitment & Onboarding, and TP Support, to resolve complex issues and improve the TP experience
Review and update training materials to reflect business changes
What you'll need to succeed:
Solid experience working with SAAS based products in a fast paced commercial organisation in a b2b Customer success role
Advanced Excel/Google sheets skills with the ability to produce accurate and effective insights and reporting to help drive decisions
Comfortable using digital tools such as CRM and training platforms
Data competency such as use of SQL or BI Tools highly beneficial
Strong problem solving skills with an analytical approach that uses data to support and inform solutions
The ability to develop, multiple high quality, trust-based working relationships that demonstrates we understand TP's needs and are able to support and guide them through processes to meet those needs and achieve strong results for AnyVan
Proactive and action orientated, you demonstrate high degrees of curiosity, accountability and ownership to consistently deliver
Proven track record working to and consistently delivering against targets
Thrive in a fast paced environment in which you need to prioritise and re-prioritise to managing multiple relationships and tasks
Excellent verbal and written communication skills to effectively interact with TPs and internal stakeholders
Able to commute to our offices in the central business district in Cape Town at least 3-4 days a week
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