Customer Success Manager, EU – MatchBox Exchange

At WiseTech Global, our people and teams worldwide are aligned in our vision to create the operating systems for global logistics. Our customers use our software to run their global logistics businesses and a key part of this end to end solution is MatchBox Exchange, where this role sits. MatchBox is a provider of a breakthrough online open market platform for the reuse and exchange of shipping containers between operators in the landside logistics space.

As a Customer Success Manager for MatchBox Exchange, you will play a vital role in ensuring growth, customer satisfaction and retention in our new and growing market in the EU. You will be the main point of contact, engaging with customers and being a critical part of the growing impact of our products in the region.

About Wisetech Global & Matchbox Exchange

Having listed on the ASX in 2016, WiseTech Global is an AU$25 billion+ company that is serious about expansion and technical innovation. We’re changing the world of logistics through technology, innovation, and intricate problem-solving. We build products using the latest software tools and the best hardware platforms and take pride in delivering solutions that make a significant difference to our customers, partners, staff, shareholders and the logistics industry at large. Our people are innovators and visionaries and we have a long track record of building global solutions that are changing the world of logistics. Matchbox Exchange is the leading digital platform for container triangulation and came aboard the WiseTech Global Group in October of 2023. They are experiencing rapid growth through exposure across various markets and are now looking for new team members to join their New Markets team.

WiseTech Global acquires MatchBox Exchange | WiseTech Global

Position Description

As a Customer Success Manager for MatchBox Exchange, you will play a vital role in ensuring growth, customer satisfaction and retention in our new and exciting market in the EU. You will be the main point of contact, engaging with customers and being a critical part of the growing team.

Key Duties and Responsibilities:

• Build and maintain strong relationships with new and existing customers;
• Ensure smooth onboarding and product adoption for new customers;
• Monitor customer health metrics and usage data;
• Conduct regular business reviews with clients;
• Act as the customer advocate within the organisation;
• Collaborate with other teams (sales, support, product, tax and legal) to deliver a cohesive customer experience;
• Drive customer value and satisfaction through communication and support;
• Provide onboarding and training for customer teams;
• Support global growth, especially in the EU.

Key Skills Required:

• Excellent communication and interpersonal skills;
• Strong problem-solving and analytical abilities;
• Empathy and customer-centric mindset;
• Project management capabilities;
• Data analysis and reporting skills;
• Technical aptitude for understanding product features and functionality;
• Experience in supply chain and logistics, ideally within a SaaS business;
• The ability to speak additional languages is beneficial.

Before you apply:

From time to time, WiseTech Global may use external service providers to assist us with assessing applications, including background checks, on our behalf. Accordingly, by applying for this role and providing your personal information to WiseTech Global, you consent to WiseTech Global providing this information to our external service providers who are required to treat such information with strict confidentiality in line with privacy and data protection laws and regulations.