Senior Manager (Customer Success) – Chicago – USA

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