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Customer Success Manager

  • Ligentia
  • Leeds, England, (Hybrid), United Kingdom
  • Full time
  • Customer

The Customer Success team are pivotal to delivering a great service to our customer base and work to solve our customer problems and questions in a collaborative environment with Ligentia colleagues around the world. We pride ourselves on excellent customer service and the Customer Success Manager is key to delivering this. 

The Customer Success team work through our award winning Customer Hub and Ligentix software to promptly resolve questions and work with the wider Customer Experience team to provide full support to our customer base which ranges from well-known retailers, manufacturers and consumer brands and smaller businesses. The Customer Success team covers all transport modes and trade lanes, but with Asia to UK sea freight as a particular focus. 

Key Responsibilities 

  • Ensure all customers receive consistent excellent service levels through working with Customer Experience and Operations teams 
  • Resolve customer queries within defined SLA’s 
  • Escalate any issues as required 
  • Work with global Customer Success teams to resolve problems 
  • Manage customer expectations 
  • Use Zendesk software to manage all customer queries 
  • Manage all inbound processes on behalf of the customer and in correlation with the ops teams 
  • Ensure customer requirements are met as per agreed processes 
  • Managing weekly meetings with customers (via Teams) 

Key Skills & Experience 

  • Customer management skills through email, phone, live chat and other messaging tools 
  • Ability to manage multiple relationships simultaneously 
  • Industry knowledge – including retail focused International Supply Chains 
  • Analytical approach to problem solving 
  • Ability to manage multiple issues simultaneously, prioritise and resolve issues within defined Service Level Agreements (SLA’s) 
  • Work in a close team to manage the workload assist each other in resolving problems 

Our Working Environment 

We offer a hybrid working environment, requiring at least 3 days a week in the office for collaboration and team meetings.  

 To apply, please email people@ligentia.global. For more information about how we process your data please visit our candidate privacy policy.

Ligentia requests that recruitment agencies do not speculatively submit CVs to us unless expressly requested to do so by a member of our People team. Any CVs sent to us on an unrequested speculative basis will be ignored.

Ligentia will not be liable for any fee or commission payments claimed by a recruitment agent in respect to the employment by us of a candidate whose CV was sent to us on an unrequested speculative basis.