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Customer Success Manager

2 months ago

Jeffersonville In, United States CMA CGM Full time

CEVA Logistics provides global supply chain solutions to connect people, products and providers all around the world. Present in 170 countries and with more than 110,000 employees spread over 1,300 sites, we are well on our way to achieving our vision: to be a Top 5 global 3PL.

We believe that our employees are the key to our success. We want to engage and empower our diverse, global team to co-create value with our customers through our solutions in contract logistics and air, ocean, ground, and finished vehicle transport. That is why CEVA Logistics offers a dynamic and exceptional work environment that fosters personal growth, innovation, and continuous improvement.

DARE TO GROW Join CEVA Logistics, and you will be part of a team that values imagination, encourages boldness and exemplarity, and is committed to excellence in everything we do. Join us in our mission to shape the future of global logistics as we become a global leader in the logistics industry. As we continue growing at a fast pace, will you “Dare to Grow” with us?

 

YOUR ROLE

 

Develops and manages complex programs for key assigned accounts. The accounts may or may not have a CL Account Executive assigned and will be either large in size (to $50million in annual fee revenue), or a combined portfolio of medium and large sized accounts(with various fee revenue targets). The CL Customer Success Expert is responsible and accountable for the overall planning, leadership, and direction of the assigned portfolio growth, profitability, and the value-add relationship as well as managing and building the executive and strategic relationships for long term stability and growth. Essential to this role is the ability to work independently and oversee key account activities and responsibilities within an assigned account base. Primary focus is the overall customer experience, account profitability and growth both organically and through the development of new initiatives, being the customer advocate by driving solutions within CL and the Ceva organization.

 

WHAT ARE YOU GOING TO DO?

  • Must possess customer satisfaction passion and skill set to address and resolve client issues as a customer and IM-CLS advocate insuring goals are met for both CL and the client. Understands the accounts business model company environment and sales potential to develop solutions and better service the account.
  • Sales accuman and desire to build the relationship through growth and identification of new opprotunities
  • Must be able to provide clear and concise directions to cross functional departments on projects documentation customer correspondence deadlines sales opportunities contract development and all other action items required in customer program development. Must develop and achieve strategic revenue and profit and loss objectives.
  • Must possess the ability to adapt to evolving business practices and display leadership in meeting company objectives departmental regional and team goals. Investigates sales opportunities as well as resolves issues and provides solutions on a continuing basis.
  • Must possess the ability to think strategically and develop project plans to implement customer incentives. Demonstrated ability to identify problems develop and present solutions.
  • Must be viewed by their peers as a mentor and possess a willingness to grow, develop and support other account managers and co workers from various support areas within the BU
  • The ability to compile and analyse data into meaningful reports, presentations as well as determine recommendations supported by data for program changes, gaps or improved performance to meet the required goals.
  • Responsible for developing the formal Business Review(s) for assigned accounts. Develops and manages business plans, proposals, pricing models, contracts, operations reports, SLA tracking and any other pertinent documents to support key assigned accounts.
  • Understands and utilizes all software e-mail task management and desktop applications used by the department. Engages on new business opportunities where appropriate.
  • Management and execution of contracts and Statement of work per client
  • Maintenance account revenue and profit goals established for the account
  • Identify opportunities for new revenue and growth, working with BD on converting account growth opportunities
  • Coordinates the involvement of company personnel, including support, service, and management resources, in order to meet account performance objectives and customers’ expectations
  • Account/portfolio P&L responsibility
  • Mentor and develop lower level account managers and support team in their development an skill set to insure overall success of the team
  • Provide recommendations for process improvements
  • Monitor and report KPI’s
  • Plan and conduct regular business reviews and meetings
  • Manage the client relationships at the tactical and execution level
  • Proactively leads a joint company-strategic account planning process that develops mutual performance objectives, financial targets, and critical milestones for a one and three-year period.
  • Proactively assesses, clarifies, and validates customer needs on an ongoing basis. Leads solution development efforts that best address customer needs, while coordinating the involvement of all necessary company personnel.
  • Engages solution engineers, finance and IS resources and any other contributing support teams to execute new opportunities and program enhancements
  • Document and prepare summaries, action list, meeting notes to maintain a client history and progressive agenda to maintain momentum in account performance, resolutions and growth
  • Problem solving where development of new solutions, methods and systems will result in a major impact on department's overall success.
  • Implement own recommendations and see projects through to completion.
  • Analyze current methods and procedures, recommend and implement improvements.

 

WHAT ARE WE LOOKING FOR?

 

Education:

 

  • Bachelor degree (or equivalent work experience) required, five years prior experience at Ceva in the Sales or Operations departments and/or 8+ years external account-project management/industry experience.
  • Must possess intermediate skills of PC programs such as Microsoft Word, Excel, Powerpoint , Visio and Outlook. Ability to learn and understand mainframe tools and system solutions used in supporting our business, WMS, ERP and data collection tools
  • Must possess the ability to effectively communicate in written and verbal format as well as manage details and represent Ceva in a professional manner.
  • Strong interpersonal skills including the ability to work well with others and build a team-oriented environment.

 

WHAT DO WE HAVE TO OFFER?
 

With a genuine culture of recognition, we want our employees to grow, develop and be part of our journey. We offer a benefits package with a focus on your wellbeing. This includes competitive Paid Time Off, 401(k), health insurance and an employee benefits platform that offers discounts on gym memberships and a diverse range of retail, travel, car and hospitality brands, including important offerings like pet insurance.

 

We are a team in every sense, and we support each other and work collaboratively to achieve our goals together.

 

It is our goal that you will be compensated for your hard work and commitment, so if you’d like to work for one of the top Logistics providers in the world then let’s work together to help you find your new role.

 

ABOUT TOMORROW
 

We value your professional and personal growth. That’s why we share plenty of career opportunities for you to thrive within CEVA. This role can be the first step on your career path with us.  You can stay in the same job family, find a new family to grow in (how about sales or supply chain?) or find your own path. Join CEVA for a challenging and rewarding career.

 

CEVA operates in a multicultural, global environment and is a richly diverse organization operating seamlessly as one company. We aim to attract, motivate and retain the best people in our industry, whatever their background.  We share the same passion to deliver world-class solutions to our customers. We have the best supply chain professionals in the industry and develop this talent in an inspiring work environment.

CEVA Logistics is proud to be an equal opportunity work place and an affirmative action employer.  All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability, age, veteran status or any other characteristic.  We are an Equal Opportunity Employer of Minorities, Females, Protected Veterans, and Individual with Disabilities.

Please note:  Legitimate CEVA Logistics recruitment processes include communication with candidates through recognized professional networks, such as LinkedIn or via an official company email address: firstname.lastname@cevalogistics.com. We recommend that you do not respond to unsolicited business propositions and/or offers from people with whom you are unfamiliar.

Information provided is true and accurate.  False statements or information will result in the application voided.

Outstanding benefits for employee and family including multiple health plans(company contribution to health savings account), prescription, dental and vision coverage.
Company paid life insurance, accident insurance, short- and long-term disability coverage and employee assistance plan.
Voluntary benefits including additional life insurance, AD&D coverage, buy-up short- and long-term disability, critical illness, identify theft & legal plan.
401(k) with company match.
Flexible Paid Time Off programs including company paid holidays.
Tuition reimbursement program.