Customer Success Coordinator

About the Role

iMile Delivery is a global express logistics company seeking a proactive and customer-focused Account Coordinator / Customer Success Coordinator to support the management and growth of our customer portfolio across Australia.

In this role, you will work closely with Account Managers, Operations, Customer Service, and Pricing teams to ensure exceptional customer experiences, maintain strong customer relationships, and support commercial growth initiatives. You will play a key role in account administration, reporting, CRM management, contract renewals, service performance monitoring, and customer support activities.

This position is ideal for someone who enjoys working with data, improving processes, and collaborating across multiple teams to drive customer success.

Key Responsibilities

• Support the coordination and administration of customer accounts, including reporting, contract renewals, tenders, and onboarding activities.
• Maintain accurate customer records, account hierarchies, contacts, and activities within Salesforce CRM.
• Prepare and distribute customer performance reports, including DIFOT, service KPIs, operational metrics, and account insights.
• Monitor customer service performance and proactively identify opportunities for improvement.
• Manage service-related escalations and coordinate timely resolution with internal stakeholders.
• Assist with rate reviews, pricing updates, and customer data requests.
• Provide reporting, analytics, and commercial insights to support account management and sales strategies.
• Support customer onboarding and implementation activities to ensure a smooth customer experience.
• Collaborate closely with Operations, Customer Service, Pricing, and Sales teams to deliver seamless service outcomes.
• Drive efficiency through process improvement initiatives, reporting automation, and enhanced cross-functional collaboration.
• Ensure CRM hygiene by maintaining accurate customer information, interactions, opportunities, and account records.
• Assist with customer business reviews and preparation of account performance presentations.

About You

You're proactive, organised, customer-focused, and enjoy helping both customers and internal teams succeed. You have strong attention to detail, enjoy working with data and systems, and can confidently communicate with stakeholders at all levels.

We're Looking For

• Experience in Account Coordination, Customer Success, Sales Support, Customer Service, Administration, or a similar customer-facing role.
• Strong Excel and reporting skills, with the ability to analyse and interpret data.
• Experience using CRM platforms (Salesforce experience highly regarded).
• Excellent communication and stakeholder management skills.
• Strong organisational skills with the ability to manage multiple priorities simultaneously.
• A proactive approach to problem-solving and continuous improvement.
• High attention to detail and commitment to accuracy.
• Ability to work collaboratively across multiple departments.
• Experience within logistics, supply chain, transportation, e-commerce, or related industries is highly desirable.
• A positive team-player attitude with a strong sense of ownership and accountability.