Job Description

Ride the next mile with us!
ResponsibilitiesLead and inspire a team of account managers, account specialists and B2B agents, providing guidance, setting objectives, and ensuring the team's success in meeting and exceeding client expectations. Cultivate and maintain strong relationships with key clients, understanding their needs, ensuring maximum value delivery, and identifying opportunities for upselling or cross-selling additional services or features. Daily monitoring of service performance while rapidly addressing issues to maintain high level of quality and maximize daily volume. Monitor KPIs to evaluate customer success initiatives' effectiveness and service level, ensuring high customer satisfaction, retention rates, and maximizing revenue from existing accounts. Maintain a robust governance of customer monthly touch points along with quarterly business reviews. Act as a customer advocate within the organization, ensuring that client feedback is heard and integrated into product development and service enhancement initiatives. Collaborate with internal teams, including, revenue growth management, operations, marketing, and product development, to ensure alignment and effective communication of new services, features, and updates to clients. Contribute to the annual budgeting process working with key internal stakeholders. Implement training programs for account managers and B2B agents, equipping them with the necessary skills and knowledge to effectively support clients and identify growth opportunities.

QualificationsMinimum of 7-10 years of experience in customer success or account management, with at least 3-5 years in a leadership or managerial role. Experience in a B2B service industry, preferably in logistics or transportation, is highly desirable. Proven ability to lead and develop high-performing teams, with strong coaching, mentoring, and motivational capabilities. Demonstrated dedication to understanding customer needs, ensuring their success, and driving long-term relationships. Strong analytical and problem-solving skills, utilizing data-driven insights to enhance customer success strategies. Excellent communication and interpersonal skills, with the ability to effectively engage with clients and internal stakeholders. Ability to adapt to evolving business needs and maintain composure in a fast-paced, dynamic environment. Flexibility and ability to travel and meet with customers. Bachelor's degree in Business Administration, Marketing, or a related field. An MBA or relevant post-graduate degree is a plus.

Intelcom is a leading last-mile carrier in the e-commerce sector. Our teams across Canada as well as our network of independent contractors contribute to Intelcom's daily operations.
Our goal is simple: in a constantly evolving business sector, we don't just follow, we get ahead. In addition to standing out through innovative services and delivery methods, Intelcom is also undergoing a technological transformation where the integration of customer experience and logistics technologies are at the heart of its evolution.
At Intelcom, we know experience comes in many forms and are committed to building a culture where difference is valued. We are always looking for talented and diverse individuals to join our teams. With over 60 delivery centers across Canada, we may have the right opportunity for you.