C.H. Robinson

Senior Manager (Customer Success) – Chicago – USA

Job Overview


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

Required Qualifications

  • 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)

Preferred Qualifications

  • 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

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C.H. Robinson

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