Customer Success Advisor - Commercial

Title:

Customer Success Advisor - Commercial

Location:

Felixstowe
Salary: £35000-£42000
Position Type:
Permanent, full-time Hours of work:
Monday-Friday 8.30am-5pm  
Our client, a leading UK rail freight and logistics company, are looking for a commercially driven Customer Success Manager to join their friendly team.
 
The role
As a Customer Success Advisor, you will be responsible for commercial accountability, growth and revenue responsibility, customer retention and engagement and onboarding and adoption activities.

Main duties and responsibilities:
- Lead customer onboarding activity to accelerate adoption, maximise customer value, and support long-term account growth and retention.

- Develop trusted customer relationships through proactive engagement, ensuring customer needs are understood and translated into growth opportunities.

- Maintain accurate customer and commercial data to generate actionable business intelligence, supporting strategic account development, retention, and revenue growth initiatives.

- Drive adoption and utilisation of Freightliner Connect, enhancing customer lifetime value and strengthening customer loyalty and retention.

- Proactively promote Freightliner Connect's capabilities to identify upselling opportunities, increase customer engagement, and deliver incremental revenue growth.

- Support account development plans by identifying opportunities to expand customer spend, improve retention, and enhance overall commercial performance.

Key Measures:
- Account Adoption of Freightliner Connect
- Drive customer adoption and utilisation of Freightliner Connect, embedding the platform within customers' operating models to increase engagement, retention and long-term account value.
- Lead adoption initiatives across strategic accounts, ensuring customers maximise the value of Freightliner CONNECT's capabilities and digital services.
- Develop and execute account adoption plans that improve customer engagement, strengthen relationships and increase platform utilisation.

Commercial Performance Through Freightliner Connect:
- Leverage Freightliner Connect as a commercial growth platform, identifying opportunities to increase customer spend, improve retention and support revenue growth.
- Convert customer engagement and platform usage into measurable commercial outcomes, including account expansion, upselling opportunities and increased customer lifetime value.
- Monitor and analyse platform activity to identify commercial opportunities, improve customer performance and support strategic account development.
General Volume and Revenue Generation
- Support the delivery of volume growth, revenue generation and margin improvement through proactive account management and customer development activities.
- Identify and cultivate opportunities within existing and prospective accounts to increase volumes, expand service utilisation and achieve commercial growth targets.
- Work collaboratively across Business Development, Sales and Service teams to convert opportunities into sustainable revenue streams and long-term customer partnerships.

Person Specification:

Relevant Industry or Role

Experience:

Proven background in a similar industry or role, demonstrating a strong understanding of the field.

Commercial and Operational Leadership:
Possess good leadership skills, with the ability to communicate effectively both internally and externally.

Financial Acumen:
Financially literate, with the ability to navigate and respond to daily commercial challenges.

Collaborative

Experience:

Demonstrated experience working closely with account management and operational teams, ensuring effective collaboration by Sales Support Team to deliver results.

Agility and Initiative:
Capable of working independently to drive the team, adapting to the day-to-day demands of the business to ensure success.

Behavioural

Competencies:

- Approaches objectives with drive, energy, and enthusiasm.
- Proactive approach to work and uses own initiative to implement improvements.
- Sets high standards of work for self, and team,
- High level of integrity and openness
- Energetic, highly motivated, in pursuit of business growth and success.
- Leads by example
Benefits:
 
Pensions:
Access to a highly regarded final-salary (defined benefit) pension scheme.
Workplace Perks:
Access to the company Life scheme, which provides retailer discounts, technology loans, and transport options
Health & Wellbeing:
Health cash plans, dental packages, and private medical options (depending on…