Customer Success Expert

6 days ago

Jonestown, United States CEVA Logistics Full time

YOUR ROLE

Develops and manages complex programs for key assigned accounts. 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 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 acumen and desire to build the relationship through growth and identification of new opportunities
  • Must possess the ability to think strategically and develop project plans to implement customer incentives. Demonstrated ability to identify problems develop and present solutions.
  • 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 monitoring
  • 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.
  • Manage billing process with other internal teams including the review of all invoicing inputs as well as following up on open non-paid invoices.

WHAT ARE WE LOOKING FOR?

Education:

  • Bachelor’s degree (or equivalent work experience) required, five years prior experience 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.

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