Customer Success Advisor

Freightliner Ltd; Felixstowe; On-site; GBP 45,000 - 65,000; Full time

Job summary

Freightliner Ltd in Felixstowe is seeking a full-time, permanent Account Manager to lead customer onboarding, build trusted relationships, and drive growth across strategic accounts.

You will maintain accurate data, promote Freightliner Connect, and identify upselling opportunities while collaborating with Sales and Service teams to deliver measurable revenue.

Qualifications

• Proven experience in a similar customer-centric role.
• Strong ability to build trusted relationships with clients.
• Data-driven mindset for insights and decision making.

Responsibilities

• Lead customer onboarding to accelerate adoption and retention.
• Develop trusted customer relationships through proactive engagement.
• Maintain accurate customer and commercial data to generate insights.
• Drive adoption and utilisation of Freightliner Connect.
• Promote Freightliner Connect to identify upselling opportunities.
• Support account development plans to expand customer spend and retention.

Skills

Account management

Relationship building

Data analysis

Cross-functional collaboration

Sales support

Job description

Join our Felixstowe team on full-time, permanent basis!

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.

Personal 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