Customer Success Manager

CEVA Logistics; Jonestown (Lebanon County); On-site; USD 80,000 - 120,000; Full time

Job summary

A leading logistics provider, CEVA Logistics, is seeking a Customer Success Expert responsible for managing key accounts and enhancing customer satisfaction. This mid-senior level role involves strategic planning, leadership, and solving client issues while fostering growth within the assigned accounts. Candidates should have a strong background in sales or operations and excellent interpersonal skills.

Benefits

Competitive Paid Time Off

401(k)

Health insurance

Discounts on retail and travel brands

Qualifications

• Minimum five years prior experience in Sales or Operations.
• Must possess intermediate skills of PC programs.
• Ability to effectively communicate in written and verbal format.

Responsibilities

• Develop and manage complex programs for key assigned accounts.
• Ensure customer satisfaction and develop solutions for clients.
• Analyze current methods and recommend improvements.

Skills

Sales acumen

Customer satisfaction

Problem solving

Leadership

Interpersonal skills

Education

Bachelor’s degree (or equivalent work experience)

Tools

Microsoft Word

Microsoft Excel

Microsoft PowerPoint

Microsoft Outlook

Visio

Job description

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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 1,500 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 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 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 coworkers from various support areas within the business.
• The ability to compile and analyze 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
• 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.

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.

Seniority level

• Seniority level

  Mid-Senior level

Employment type

• Employment type

  Full-time

Job function

• Job function

  Customer Service, Distribution, and Supply Chain

• Industries

  Transportation, Logistics, Supply Chain and Storage, Warehousing and Storage, and Freight and Package Transportation

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Inferred from the description for this job

Medical insurance

Vision insurance

401(k)

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