Customer Engagement Manager

tmhcareers; New York (NY); Hybrid; USD 83,000 - 121,000; Full time

Benefits offered by this job

Relocation assistance

Competitive Salary

Paid Time Off & Holidays

Dental & Vision plans

401(k) match

Job summary

Toyota Material Handling North America (TMHNA) is seeking a Customer Engagement Manager to drive high-value relationships with our largest accounts, translating business needs into product and service roadmaps. You will partner with S&SC, engineering, and product teams to deliver winning solutions and measurable outcomes.

This hybrid role offers in-person work at our Greene, NY or Columbus, IN offices with remote work on Thursdays and Fridays, up to 25% travel.

Qualifications

• Bachelor's degree in business administration, marketing, engineering or related field.
• 6+ years of broad experience in product management, product marketing, product engineering, or an analytical role.
• Excellent verbal and written communication skills, with the ability to communicate with all levels of the organization including senior and executive level staff as key to success.

Responsibilities

• Focus on our largest customers, build strong connections with customer teams and Directors.
• Communicate clearly to demonstrate alignment between customer needs and S&SC solutions, promoting opportunities for growth.
• Lead cross-functional collaboration to amplify the voice of the customer and escalate needs to internal teams.
• Schedule and lead recurring meetings (weekly, monthly, QBR) and deliver customer-facing materials with high attention to detail.
• Identify current and future customer and market needs through market intelligence and VOC efforts.
• Collaborate with engineering, project and product management for product roadmap and lifecycle management.
• Provide direction to senior management on pricing, product development, and marketing initiatives based on market feedback.

Skills

Stakeholder management

Cross-functional collaboration

Communication skills

Analytical thinking

Education

Bachelor's degree in business administration, marketing, engineering or related field

Job description

Join our Team as aCustomer Engagement Manager!

The Role:

We are hiring an experienced team player who serves as a trusted advisor, thought leader, and focal point to manage and improve customer satisfaction on our most important accounts. The Customer Engagement Manager will manage multiple stakeholders (internal and external), communicate roadmaps for projects and initiatives, lead with a solutions-based mindset, and execute on goals. They also have a strong passion for the data ecosystem and for deeply understanding our customer's business needs and objectives.

The Customer Engagement Manager understands the balance between meeting our customer’s goals and Raymond capability. This includes managing gathering and prioritizing product and customer requirements, defining the product vision and roadmap, and collaborating closely with cross functional teams including our Solution & Support Centers (S&SC’s) to deliver industry leading solutions.

What You’ll Be Doing:

• Focus on our largest customers, work closely with internal dedicated Directors and account teams, as well as build strong connections and relationships with customers on a daily basis.
• Communicate clearly and drive conversations with customers to demonstrate alignment between customer needs Raymond and S&SC solutions, promoting identified opportunities for growth.
• Work with cross-functional teams to amplify the voice of the customer and elevate their needs, issues, and requests to the proper internal teams and S&SC’s delivering on time solutions.
• Schedule and lead recurring weekly, monthly, and QBR meetings depending on the customer success plan and engagement strategy. Build & deliver customer facing material with a high attention to detail and limited review.
• Determine current and future customer and market needs through market intelligence and voice of customer efforts. Amiable personality, able to think and act from both customers and Raymond’s perspective.
• Work closely with engineering, project, and product management for product roadmap, strategic product planning, RFP response, and life cycle management. Act as an interface to champion the development of next generation solutions and services.
• Engage with and provide direction to senior management on business needs, challenges, opportunities,RFP’sand financial implications. Create programs,strategy, and content to increase market share and revenue.
• Prioritize tasks, manage multiple activities,monitorproject progress, and report program statuses to customer and executive management ina timelyfashion. Escalate situations asrequired.
• Meet customer requirements and commitment to customer service & satisfaction with a sense of urgency.
• Demonstrate sophisticated business judgment on both thepartof the Sales and Service Center and the Company.
• Cultivate a collaborative regional & local team culture that promotes accountability, innovation, and continuous improvement.
• Provide input to senior management on pricing, product development, and marketing initiatives based on market feedback and sales trends.

What We’re Looking For:

• Bachelor’s degree in business administration, marketing, engineering or related field required.
• 6 + years of broad experience in product management, product marketing, product engineering, or an analytical role.
• Possess a sense of urgency to meet or exceed customer requirements and quality expectations.
• Excellent verbal and written communication skills, with the ability to communicate with all levels of the organization including senior and executive level staff as key to success.

Where and When You’ll Work:

• Enjoy the best of both worlds with a hybrid schedule—collaborate in person at our Greene, NY or Columbus, IN offices Monday through Wednesday and work remotely Thursday and Friday.
• Up to25% travel may berequired.

What Your Total Compensation & Benefits Package will look like:

Salary-$83,340 - $120,540per year. Compensation depends on the selected candidate’s education and experience.

Relocation: This role may be eligible for relocation assistance.

World Class Benefits:

• Competitive Salary
• Generous Paid Time Off and 13 Paid Holidays
• Affordable Medical plans and no-cost Dental & Vision options
• 100% 401(k) match up to 6%
• Company-Paid Life Insurance, Short-Term Disability, and Long-Term Disability
• Tuition Assistance Program
• Employee Assistance Program (EAP) with access to mental health care, legal support, and financial guidance
• Recognition and Kaizen (continuous improvement) Reward Programs
• Meaningful opportunities for personal and professional development
• Best in class work culture!

Big Name | Big Opportunities | Life is Better at Toyota

Toyota Material Handling North America (TMHNA), the industry leader in forklift sales, comprises two main brands: Toyota Material Handling and The Raymond Corporation. We believe investing in the best people, products, and processes will fuel our future success, and we will always be driven by our foundational principles of “respect for people” and “continuous improvement”. With opportunities across North America, we are confident you will find the right position within TMHNA that can help you build a long, fulfilling career.

Learn more here: https://www.toyotaforklift.com/careers

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