Customer Success Partner – Twill

  • Full time
  • Prague
  • Posted 1 week ago

Be the essence of customer centricity by not only selling the Twill value proposition to new potential customers but also taking excellent and pro-active care of them once they are onboard and growing them by always knowing their next need. The purpose is to win new customers, optimize retention and grow revenue and to do it in a digital first way: always focus on enabling customers to self-serve, while pro-actively support them through phone, chat, and email.

We offer

• A truly international, open, and engaging working environment in a modern working location
• Value and team-based leadership
• Improve international trade knowledge
• A wide range of international career opportunities.
• Opportunities for personal and professional growth in a dynamic environment
• Learning from the best in shipping

Key responsibilities

• Target new customers through a digital value proposition
▪ Follow-up and qualify Marketing generated leads and logging activities in Salesforce with the aim of acquiring new customers through an office-based approach
▪ Through an analytical approach and market mapping, find new leads through local insights
▪ Log all activities in Salesforce and share insights on lead quality through and effective and structured lead qualification process
▪ Manage objections professionally and share best practices across the team
• Retain and upsell to existing customers through personalized self-service
▪ Ensure smooth execution of the end-to-end shipment lifecycle by working closely with the customer as well as internal stakeholders from operations and back-offices across the globe
▪ Pro-actively support the customer to build trust and operational confidence through
phone, chat and email while encouraging/pushing self-service functions
▪ Upsell new products and services to existing Twill customers to drive revenue growth
▪ Actively monitor customer NPS and ensure that customer insights and suggestions for automation are shared with the Twill manager
▪ Effectively manage your time and priorities to balance sales and customer service activities
▪ Support global team of colleagues in reaching key metrics trough collaboration and capacity sharing

You will be accountable for:

• End to End Customer Experience
• Generating lead and Acquiring new customers
• Onboarding new customers
• Revenue Growth

We are looking for

• You have a demonstrated a deep understanding of end-to-end experience in the logistics industry
• You are customer-centric and proactive person and know how to deal with ambiguity
• You have skills in supporting customers via online chat
• You possess excellent selling over the phone skills;
• Fluent CZ/SK and advanced English communication skills both verbal and written
• You are striving for continuous improvement and productivity drive
• You are self-service minded

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