Customer Experience Lead

Job Description: Customer Success Lead (Final Mile Industry)Position OverviewWe are seeking a highly organized and proactive Customer Success Lead to manage the end-to-end onboarding of new shippers in the courier (final mile) industry. This role is critical in ensuring a seamless transition for new customers, from contract signing through operational launch and post-implementation review. The Onboarding Lead will act as the primary point of contact, coordinating across internal teams—including Operations, Sales, IT, and Customer Service—to deliver a smooth and efficient onboarding experience.Key ResponsibilitiesCustomer Onboarding ManagementLead and manage the onboarding process for new shippers, ensuring a structured, efficient, and positive experience.Develop and maintain onboarding project plans, timelines, and milestones.Act as the central liaison between customers and internal stakeholders to ensure all onboarding requirements are met.Project Management & Workflow DesignCreate process documentation, workflows, and visual charts using MS Visio.Build and manage onboarding project schedules using MS Project or equivalent tools.Design and implement automated workflows using MS Power Automate to improve onboarding efficiency and consistency.Cross-Functional CoordinationCollaborate with Operations, Sales, IT, and Customer Service teams to ensure all aspects of onboarding (systems integration, operational setup, service-level alignment) are completed successfully.Proactively identify potential risks or bottlenecks in the onboarding process and escalate solutions.Post-Onboarding Performance ReviewsFacilitate 30-, 60-, and 90-day post-launch performance reviews with customers and internal teams.Track KPIs, SLAs, and customer satisfaction metrics during the stabilization period.Provide insights and recommend process improvements to strengthen customer relationships and service performance.Qualifications & SkillsBachelor’s degree in Business, Operations, Supply Chain, or related field (or equivalent experience).2-3 years of project management or onboarding experience, ideally within logistics, courier, or final mile delivery.PMP and/or Agile certification required.Strong knowledge of project management methodologies and tools.Proficiency in MS Visio, MS Project (or equivalent scheduling tools), and MS Power Automate.Exceptional organizational, problem-solving, and multitasking skills.Strong communication and stakeholder management abilities.Customer-centric mindset with a focus on delivering excellent service.