BE DIFFERENT, BE MPL

The APAC Customer Success Analyst will serve as the Digital Single Point of Contact (SPOC) for all internal employees within the APAC region. This pivotal role involves driving (proactively) employee success and productivity, supporting employees (reactively), leading productivity campaigns, proactively improving work processes, and collaborating with the global Customer Success Team to implement productivity improvements and transformations.

MPL’s vision on employee productivity consists of two types:

• Business Productivity: Focuses on core business applications, including our transport management system (LQS), as well as business support applications such as finance, HR, CRM, and more.

• Workplace Productivity: Centers on workplace tools like Microsoft Teams.

The APAC Customer Success Analyst will primarily focus on business productivity, with a significant emphasis on the LQS part, our core business application. However, they will also be responsible for supporting other business applications and enhancing workplace productivity.

KNOWLEDGE IS POWER

Role & Responsibilities

1. System Expertise & Documentation:

   • Stay on top of all (core) business applications and the digital workplace of MPL

   • Ensure data quality of our (core) business applications.

   • Measure the local productivity and adoption of technology & business processes.

   • Foresee localized documentation based on global Customer Success documentation for local employees

2. Drive adoption - Configuration and Customization:

   • Maintain and enhance the current productivity levels of APAC employees by providing timely and effective support.

   • Ensure smooth operation and optimal use of existing digital tools and business applications.

   • Identify opportunities to enhance employee productivity through the adoption of best practices, tools, and technologies.

   • Execute productivity campaigns aimed at boosting employee efficiency and effectiveness. Drive adoption of productivity tools and practices across the region.

   • Measure and report on the impact of productivity initiatives.

3. Troubleshooting:

   • Act as the primary point of contact for all APAC employees regarding digital tools and productivity resources.

   • Provide reactive support to address and resolve employee inquiries and challenges promptly.

4. Training and Support:

   • Training of Digital Champions in the APAC region.

   • Training of end users in the APAC region

   • Implement best practices and standards to improve day-to-day work processes and efficiency.

5. Digital Community Building:

• Develop and maintain strong relationships with APAC employees, Digital Champions & management to understand their needs and ensure their success.

• Collaborate with local digital champions to promote best practices and ensure widespread adoption.

• Stay connected with the global customer success team & MPL’s Digital Transformation Officer

Qualifications:

• Bachelor’s degree in Business, Logistics, Information Technology, or a related field. Experience in forwarding is a plus.

• 3+ years of experience in a customer success, support role, productivity management, Digital Champion, or similar role, preferably within a multinational organization.

• Strong understanding of digital tools and technologies used to enhance productivity.

• Excellent interpersonal and communication skills, with the ability to build relationships and collaborate effectively with a diverse range of stakeholders.

• Proven ability to lead and execute projects, campaigns, and initiatives that drive productivity improvements.

• Analytical mindset with the ability to measure and report on the effectiveness of productivity initiatives.

• Proactive and innovative approach to problem-solving and process improvement.

Key Competencies:

• Employee Focus: A deep commitment to understanding and meeting the needs of internal employees, ensuring their success and satisfaction.

• Collaboration: Strong ability to work collaboratively with APAC employees and Digital Champions and start engaging with global teams and stakeholders.

• Business applications knowledge: A proactive approach to identifying and implementing new ways to improve productivity and efficiency with the existing business applications and digital workplace to solve problems, configurate the business applications and deliver end user support.

• Communication: Excellent verbal and written communication skills, with the ability to convey complex information clearly and concisely.

• Analytical Thinking: Ability to analyze data and metrics to measure the impact of productivity initiatives and make informed decisions.

WE EMPOWER YOU

Empowering people in a sustainable & enthusiastic culture to provide logistics services in a different way.  A strong quote to where we strive within MPL. Our employees work at a brisk pace, we know. That's why we invest heavily in their benefits and development.

Personal development

• A modern, dynamic and professional working environment with the opportunity to develop your talents

• An online training platform 

• The chance to grow further within your position, or another position, international or otherwise.

LET'S MEET UP

Interested in a challenging role as MPL’s new APAC Customer Success Analyst? Be sure to send your resume and motivation letter by clicking below.