Mô tả công việc
Job Summary
The Customer Success Manager leads tactical, strategic, and customer experience initiatives for high‑value accounts, coordinating with Global, Regional, or National Account Managers and the Customer Experience team.
Responsibilities
- Strategic Development and Initiatives (20‑30%)
- Tactical, Operational & Process Management (70‑80%)
- Increase consistency in operational performance: SOP creation, report monitoring, client‑specific SOPs, QBR preparation, milestone tracking, claims handling, non‑conformity monitoring, escalation management, analytics development, and new lane implementation.
- Coordinate customer experience surveys, establish scorecards, deploy improvement initiatives (supply‑chain, transport flow, cost reductions), and monitor external KPIs.
- Support GSAM/RAM/NAM with overall business relationships, commercial analytics, net cost monitoring, AR escalation, volume trends, and forecasts.
- Conduct market analysis and industry awareness.
- Drive collaboration on customer reviews, operational execution, value‑add programs, process improvements, and technology offerings.
Core Elements
- Lead Customer Experience: consistency, competency, response speed, executive alignment, account management, market updates, claims.
- Lead Value‑Add Programs: innovation, savings tracking, engagement, product diversification.
- Lead Process Improvements: cycle‑time analysis, cost, technology, product.
- Lead Technology: deployment, integration, adoption.
- Support GSAM/RAM/NAM on strategic plans, bid management, customer business reviews, and profitability.
Organizational Structure & Compensation
- GCSM reports to VP, Global Strategic Account Management.
- RCSM reports to Regional Head of Account Management.
- NCSM reports to Country Head of Account Management.
- Dedicated to 1‑4 accounts, with periodic adjustments based on volume, client structure, or account needs.
Qualifications
- Excellent organizational, written, verbal, presentation, and interpersonal skills.
- Thorough knowledge of transportation logistics, freight forwarding, and sales techniques.
- Strong computer skills (Microsoft Office). Detail‑oriented, multitasking, deadline‑driven, self‑motivated, team‑player.
Education and Experience
- College degree preferred.
- 3‑5 years of sales, account management, or operations experience in freight forwarding, logistics, or transportation.
- Experience with CRM systems.
Measurements
- Monthly GP report (Actual vs Budget).
- Monthly volume report.
- Calls/meetings via Teams.
- Completed improvement/supply‑chain optimization initiatives.
- Survey completion count.
Additional Notes
Responsibilities may change with business needs. The role may include additional duties as required. Management retains discretion to add or change duties at any time.