The Senior Manager Customer Success is responsible for leading and overseeing a team of Customer Success Managers across a portfolio of accounts to deliver high customer satisfaction and contract renewals. The main objective is to ensure our customers are deriving maximum value and utilization from our technology and services via relationship-focused client management. The Senior Manager Customer Success will work closely with leadership to provide a proactive, programmatic, and long-term vison of the customer’s journey and ensure a best in class Customer Success framework is implemented. This role will focus on understanding our customer strategy and drive the growth and retention of accounts, develop strong senior level relationships with stakeholders, and ensure proper resource alignment to business needs. An essential part of this role will be to recruit, assess, and develop talent to ensure we are meeting the needs of our customers.
The duties and responsibilities of this position consists of, but are not limited to, the following:
Strategic Business Planning:
Understand customer strategy and ensure proper resource alignment to business needs
Drive framework for Customer Success management, including planning and execution of regular strategic focused business reviews
Drive growth strategies by creating a culture where Customer Success Managers are naturally driven to grow their business through cross selling and upselling, including value added services
Collaborate with Service Delivery and Operational Excellence to ensure development of cost savings and performance improvement initiatives, aligned with customers strategic plans and key initiatives
Relationship Management:
Develop and maintain strong senior level relationships and partnerships with customers
Ensure high level Net Promoter Score and optimize closed-looped process to drive continuous improvement
Advocate for client Technology requests and ongoing strategic development of technology roadmap
Financial Management:
Ownership of customer account P&L’s
Successfully manage P&L and demonstrate ability to continually improve financial metrics
Responsible for organic growth through expansion of freight under management and supply chain management services
Talent Management:
Develop, support, and conduct quality employee checkpoints including weekly team meetings and one to ones by incorporating disciplined management routines
Lead and mentor direct reports in personal and career development by providing regular feedback, coaching and guidance on their PDP, and encouraging ownership of their career path
Establish and implement initiatives to achieve high level employee engagement that builds a strong team and collaborative culture
Other duties or responsibilities as assigned according to the team and/or country specific requirements
Bachelor’s degree from accredited college or university
Minimum 8 years of related industry experience
Minimum 3 years of leading and managing team(s)
Ability to travel up to 35% (domestically and internationally)
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
Questioning if you meet the mark? Studies have shown that women and people of color may be less likely to apply unless they match the job description exactly. Here at C.H. Robinson, we’re building a diverse and inclusive workplace where all employees feel they belong. If this position excites you, we welcome you to apply whether you check all the preferred qualifications or just a few. You may just be our next great fit!
Equal Opportunity and Affirmative Action Employer
C.H. Robinson is proud to be an Equal Opportunity and Affirmative Action employer. We believe in equality for all and celebrate the diversity of our employees, customers and communities. We believe this increases creativity and innovation, drives business growth and enables engaged and thriving teams. We’re committed to providing an inclusive environment, free from harassment and discrimination, where all employees feel welcomed, valued and respected.
Affirmative Action Employer/EOE/M/F/Disabled/Veteran
Benefits
Your Health, Wealth and Self
Your total wellbeing is the foundation of our business, and our benefits support your financial, family and personal goals. We provide the top-tier benefits that matter to you most, including:
Two medical plans (including a High Deductible Health Plan)
Prescription drug coverage
Enhanced Fertility benefits
Flexible Spending Accounts
Health Savings Account (including employer contribution)
Dental and Vision
Basic and Supplemental Life Insurance
Short-Term and Long-Term Disability
Paid and floating holidays
Paid time off (PTO)
Paid parental leave
Paid time off to volunteer in your community
Charitable Giving Match Program
401(k) with 6% company matching
Employee Stock Purchase Plan
Plus a broad range of career development, networking, and team-building opportunities
Dig in to our full list of benefits on OUR CULTURE page.
Standing out among the world’s largest logistics platforms, C.H. Robinson solves logistics problems for companies across the globe and across industries, from the simple to the most complex. For 100+ years, our global suite of services has innovated trade to seamlessly deliver the products and goods that drive the world’s economy. With 20 million shipments annually for 100,000 customers, and millions of dollars contributed to support causes that matter to us, our people and technology literally move the world.
As a FORTUNE 200 company, FORTUNE has also named C.H. Robinson one of the World’s Most Admired Companies 2022. Headquartered in Eden Prairie, Minnesota, we are proud to be recognized as one of LinkedIn’s Top Companies in Minneapolis-St. Paul 2021. And we’re not stopping there… Join us as we collaborate, innovate, and work as one global team to make life better and more sustainable for our customers, communities, and world.
Our people, processes and technology improve the world’s transportation and supply chains, delivering exceptional value to our customers and suppliers.
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