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 c ommercial 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 eligibility)
- Family Support: Enhanced maternity and paternity leave options alongside flexible working policies.
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