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Customer Implementation Manager

2 months ago

Charlotte, United States Maersk Company Limited Full time

We have a vision larger than the ocean: to be a true integrator of container logistics connecting and simplifying our customers' supply chain.We count on our people to make it happen.

Key Responsibilities

Project Management

  • Prepare and drive the overall implementation project plan across all geographies and functions, including operations, IT, HR, and finance.

  • Provide clear visibility of project status to internal and external stakeholders by establishing project milestones, go/no-go stage gates, and operational readiness criteria. Track the progress against these and escalate issues and delays in a timely manner.

  • Set expectations and confirm agreements with internal and external stakeholders.

  • Manage risks rigorously from award to stable operation to ensure sustainable profitability and monitoring risk.

  • Remove roadblocks and impediments to meet timelines and customer requirements.

  • Proactively manage delivery of other involved parties (IT, operational suppliers, workstream owners).

  • Establish and evaluate the success criteria for the project and adjust solutions and timelines as needed throughout the implementation.

  • Successfully "close" implementations based on mutually defined criteria between Maersk and the client (external) and Implementation and operations (internal).

Client Relationship Management

  • Establish, maintain, and develop strong relationships with Regional and Global key clients at strategic and operational levels.

  • Lead the client through the on-boarding process and act as the clients' center of gravity on implementations and issue resolution.

  • Strictly manage scope with clients and ensure solution implemented stays in line with the solution sold.

  • Hold regular client meetings to discuss progress, issues, mitigations to risks, and introduce development opportunities.

Operational Engagement

  • Participate in the solution design process and develop creative solutions to operational challenges.

  • Ensure infrastructure for new client solutions is in place including:

  • Recruitment and training of staff.

  • Detailed process flows, SOPs and IOPs.

  • IT & EDI integration.

  • Client and vendor training and introduction.

  • KPI reporting and performance management routines.

  • Ensure initial SOP/IOP compliance across all origin and destination offices.

  • Ensure operations are optimized and products are delivered under the highest service quality possible.

Commercial Engagement

Contribute to securing new business wins by actively engaging in the sales process and presenting the implementation methodology, a tailored project approach and demonstrating our competency of smooth on-boarding.

Implementation Community

  • Capture and share learnings and best practices across the implementation community.

  • Assist in creating, reviewing, and improving the implementation methodology including, but not limited to project planning, stakeholder management and project execution.

Required skills and experience

  • Minimum 5 years' experience in logistics including international supply chain management and forwarding services.

  • Proven experience in project management on implementations.

  • PMP, ACP-PMI certification or equivalent preferred.

  • Without certification, 4-year degree with a minimum of 36 Months of Project Management Experience, or Secondary Education Diploma or equivalent, with 60 Months of Project Management Experience.

  • Willingness to travel and work on-site on a project basis.

  • Prior experience in dealing with new supply chain solutions.

  • Prior commercial experience in engaging with strategic clients.

  • Advanced proficiency in project management tools including MS Project, Excel, and PowerPoint.

  • Good IT and EDI understanding and capabilities.

  • Excellent interpersonal and communication skills.

  • Strong communication and negotiation skills.

  • Consistent ability to meet and adhere to deadlines.

  • Passion, initiative, and drive to continuously develop and work with creativity and innovation.

  • Operational background including supply chain operations, ocean, air, and local origin services (trucking, customs, and milestone visibility).

  • Strong problem-solving skills and customer service skills.

  • Ambitious and result oriented self-starter with initiative and strong drive.

Job Type:

Full Time

Salary:

$80,000 to $115,000

(salary range to be agreed upon with hiring manager)

Benefits:

Full time employees are eligible for Health Insurance, Paid Time Off, and 401k Match.

The above stated pay range is the anticipated starting salary range for this position. The Company may adjust this range in light of prevailing market conditions and other factors such as location.The Company will work directly with the selected candidate(s) on the final starting salary in accordance with all applicable laws.

Notice to applicants applying to positions in the United States

You must be authorized to work for any employer in the U.S.

Maersk is committed to a diverse and inclusive workplace, and we embrace different styles of thinking. Maersk is an equal opportunities employer and welcomes applicants without regard to race, colour, gender, sex, age, religion, creed, national origin, ancestry, citizenship, marital status, sexual orientation, physical or mental disability, medical condition, pregnancy or parental leave, veteran status, gender identity, genetic information, or any other characteristic protected by applicable law. We will consider qualified applicants with criminal histories in a manner consistent with all legal requirements.

We are happy to support your need for any adjustments during the application and hiring process. If you need special assistance or an accommodation to use our website, apply for a position, or to perform a job, please contact us by emailing accommodationrequests@maersk.com.