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Core Competencies
Role fitCore Competencies
Use this summary to align your resume positioning with the role.
Demonstrates expertise in leading customer excellence initiatives, focusing on customer lifecycle management, implementation processes, and performance optimization. Proficient in leveraging data analytics and cross-functional collaboration to enhance customer satisfaction and drive commercial growth.
Highest-signal resume keywords
Customer Lifecycle ManagementTeam Leadership in SaaSImplementation Process ImprovementData Analytics ProficiencyCross-Functional Project Coordination
ATS Keywords
Tailor your resumeApplicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills
Customer OnboardingImplementation ManagementPerformance Metrics TrackingCustomer Health Metrics AnalysisDocumentation CreationIssue Resolution ManagementAccount Growth StrategyRetention Strategy DevelopmentSLA ImplementationWorkflow Optimization
Soft Skills
MentoringCollaborationAccountabilityCommunicationProblem-Solving
Tools & Technologies
Cargobase PlatformExcelGoogle SheetsPowerBIMetabaseQlikTicketing SystemsKnowledge Base ToolsSelf-Service ResourcesEnterprise Systems
Industry Keywords
Post-Sales Customer ExperienceSaaSLogisticsB2B PlatformsSupply ChainFreight ForwardingCustomer SuccessCommercial GrowthCustomer EngagementAI in Business Workflows
About the role
Key responsibilities & impact- Lead, mentor, and grow a global team of Customer Excellence Consultants
- Define expectations across delivery excellence, customer ownership, and commercial awareness
- Build career paths, conduct performance reviews, and promote accountability and collaboration
- Oversee implementation of the Cargobase platform for new customers
- Maintain implementation frameworks, playbooks, timelines, and quality standards
- Coordinate with Product, Engineering, and Sales to address blockers and meet go-live commitments
- Ensure implementations support future scope expansion, integrations, and volume growth
- Manage the post-sales experience across onboarding, support, and customer success
- Establish workflows for timely support, issue resolution, and proactive account engagement
- Develop scalable customer touchpoints and lifecycle strategies
- Track and optimize customer health metrics including NPS, CES, adoption rates, and time-to-resolution
- Identify churn risk, upsell timing, and account growth opportunities
- Partner with Sales on expansion, renewals, and commercial growth
- Identify, qualify, and document expansion opportunities
- Establish ownership boundaries and handoff models between Customer Excellence and Sales
- Track and report retention, expansion contribution, and at-risk revenue
- Own and improve the Customer Excellence Playbook
- Implement systems, SLAs, and metrics to manage workload and performance
- Support internal tools, knowledge base, ticketing, and self-service resources
- Bring customer insights to Product, Engineering, and Sales
- Drive feedback loops to influence product improvements
- Contribute to strategic planning for scaling the customer experience function
Requirements
What you’ll need- 6–8 years of experience in post-sales customer-facing roles, including implementation, onboarding, and support
- 3+ years in a team leadership or management role, ideally within SaaS, logistics, or B2B platforms
- Demonstrated ownership of customer lifecycle outcomes including retention and expansion
- Comfortable in spreadsheet software (Excel, Google Sheets) and BI solutions (PowerBI, Metabase, Qlik)
- Familiarity with practical applications of AI in business workflows is a big plus
- Proven track record of owning and improving customer onboarding and implementation processes
- Structured management of customer relationships, support cases, and follow-ups
- Effective coordination of cross-functional projects and implementations
- Clear, scalable documentation for customers and internal teams
- Experience working with enterprise systems and integrations is a plus
- Knowledge of supply chain/freight forwarding background is a plus
Benefits
Comp & perks- 21 days annual leave plus all national public holidays
- Additional Years of Service Leave
- Flexible wellness benefit for gym memberships and more
- Remote work from South Africa
- Opportunity to work in a fast-growing global technology company with strong career growth potential