The Customer Success Manager is responsible for growth and retention of primary and key accounts. The main objective is to ensure our customers are deriving maximum value and utilization from our technology and services via relationship-focused client management. As the primary point of accountability, the Customer Success Manager develops strategic relationships, provides value creation, solution expansion, and ensures overall customer satisfaction. This is accomplished by cultivating trust, creating alignment of executive level customer contacts, and
customer advocacy. Additionally, this role drives results through strategic business reviews and strategic accountplans and owns the customer value proposition. This includes gathering and translating the VOC, contract negotiations, identifying opportunities, developing the customer improvement roadmap, budgeting, and continuous improvement through standardized project management methodologies.
DUTIES AND RESPONSIBILITIES
The duties and responsibilities of this position consists of, but are not limited to, the following:
Grow Profitably:
- Manage top and bottom lines of the accounts (~$1.5M+ in Net Revenue annually)
- Global account P&L / Financial management, including expense management
- Maintain monthly revenue projections and accurate resource allocation
- Leverage customer specific data, requirements, and expectations to create viable supply chain solutions
Global Capabilities:
- Champion the enterprise technical and operational capabilities to customer goals and requirements
- Manage customer expectations and requirements and plan desired outcomes aligned with strategy
- Develop collaborative strategic plan reflecting both the customer and TMC visions
- Advocate and utilize the enterprise project-based delivery model
Customer Relationships:
- Align internal and external business functions across all global regions to support long term strategic plan
- Develop initiatives and manage projects to support customer value proposition
- Develop trusting strategic relationships with executive level customer contacts and align leadership support
- Drive the holistic plan to ensure operational excellence and serve as an escalation point
- Align with customer on business management processes and planning cycles
- Understand industry and market trends and apply to customer strategy and business reviews
- Stay informed of changes within customer business through regular customer communication
Talent:
- Provide guidance and mentoring to the Service Delivery teams
- Promote a collaborative culture within the team
- Foster a mindset of growth and continuous improvement
Other duties and responsibilities as assigned
QUALIFICATIONS
Required:
- Bachelor’s degree from accredited college or university
- 2-4 years of related industry experience
- Ability to travel up to 25% (domestically and internationally)
Preferred:
- Advanced proficiency in Microsoft Office Suite of programs
- Knowledge of Supply Chain and/or Logistics industry
- Presentation experience with internal and external key decision makers
- Demonstrated experience in consultative and strategic sales
- Ability and desire to work in a fast-paced environment
- Strong negotiation and conflict resolution skills
- Advanced written and verbal communication skills
- Demonstrates skill of managing internal and external customer expectations
- Proven ability to build, lead, and foster a team-oriented environment
- Values a diverse and inclusive work environment
职能类别：大客户管理