Executive - Customer Success (DEL)

Customer Success Manager

To manage and deliver end-to-end Customer Success operations for DEL stations, ensuring high service quality, operational efficiency, customer satisfaction, and effective adoption of Teleport systems.

Manage end-to-end Customer Success activities for DEL stations.

Ensure high booking efficiency and data accuracy, including timely response to booking requests and accurate booking confirmation before AWB release.

Maintain full shipment visibility by providing daily tracking updates covering handover, uplift, transit, and arrival status.

Handle customer escalations and service issues, ensuring timely resolution in coordination with internal and external stakeholders.

Proactively communicate with customers to reduce repeat follow-ups and improve confidence and service experience.

Drive and support Teleport Core (TC) adoption, enabling agents and customers to move toward self-booking.

Onboard and support agents on TC, including training, troubleshooting, and process guidance.

Support the sales team during customer visits by managing rate coordination, bookings, and follow-ups.

Independently manage assigned customer accounts and station-level operations with high ownership.

Coordinate closely with operations, finance, and network teams to ensure smooth cargo movement and issue resolution.

Ensure compliance with internal SOPs, SLAs, and Teleport service standards across both stations.