The Key Customer Success Manager is responsible for growth and retention of key and strategic accounts. The main objective is to ensure our customers are deriving maximum value and utilization from our technology and services via relationship-focused client management. As the primary point of accountability, the Key Customer Success Manager develops strategic relationships, provides value creation, solution expansion, and ensures overall customer satisfaction. This is accomplished by cultivating trust, creating alignment of executive level customer contacts, and customer advocacy. Additionally, this role drives results through strategic business reviews and strategic account plans and owns the customer value proposition. This includes gathering and translating the VOC, contract negotiations, identifying opportunities, developing the customer improvement roadmap, budgeting, and continuous improvement through standardized project management methodologies.
Responsibilities:
The duties and responsibilities of this position consists of, but are not limited to, the following:
Grow Profitably:
- Manage top and bottom lines of the accounts (~$3M in Net Revenue annually)
- Global account P&L / Financial management, including expense management
- Maintain monthly revenue projections and accurate resource allocation
- Leverage customer specific data, requirements, and expectations to create viable supply chain solutions
Global Capabilities:
- Champion the enterprise technical and operational capabilities to customer goals and requirements
- Manage customer expectations and requirements and plan desired outcomes aligned with strategy
- Develop collaborative strategic plan reflecting both the customer and C.H. Robinson's visions
- Advocate and utilize the enterprise project-based delivery model
Customer Relationships:
- Align internal and external business functions across all global regions to support long term strategic plan
- Develop initiatives and manage projects to support customer value proposition
- Develop trusting strategic relationships with executive level customer contacts and align 3x3 leadership
- Drive the holistic plan to ensure operational excellence and serve as an escalation point
- Align with customer on business management processes and planning cycles
- Understand industry and market trends and apply to customer strategy and business reviews
- Stay informed of changes within customer business through regular customer communication
Talent:
- Provide guidance and mentoring to the Service Delivery teams
- Promote a collaborative culture within the team
- Foster a mindset of growth and continuous improvement
- Other duties or responsibilities as assigned according to the team and/or country specific requirements
Required Qualifications:
- Bachelor's degree from accredited college or university
- Minimum 4 years of related industry experience
- Ability to travel up to 25% (domestically and internationally)
Preferred Qualifications:
- Advanced proficiency in Microsoft Office Suite of programs
- Knowledge of Supply Chain and/or Logistics industry
- Presentation experience with internal and external key decision makers
- Demonstrated experience in consultative and strategic sales
- Ability and desire to work in a fast-paced environment
- Strong negotiation and conflict resolution skills
- Advanced written and verbal communication skills
- Demonstrates skill of managing internal and external customer expectations
- Proven ability to build, lead, and foster a team-oriented environment
- Values a diverse and inclusive work environment
Questioning if you meet the mark? Studies have shown that women and people of color may be less likely to apply unless they match the job description exactly. Here at C.H. Robinson, we're building a diverse and inclusive workplace where all employees feel they belong. If this position excites you, we welcome you to apply whether you check all the preferred qualifications or just a few. You may just be our next great fit!
Equal Opportunity and Affirmative Action Employer
C.H. Robinson is proud to be an Equal Opportunity and Affirmative Action employer. We believe in equality for all and celebrate the diversity of our employees, customers and communities. We believe this increases creativity and innovation, drives business growth and enables engaged and thriving teams. We're committed to providing an inclusive environment, free from harassment and discrimination, where all employees feel welcomed, valued and respected.
Affirmative Action Employer/EOE/M/F/Disabled/Veteran
Benefits
Your Health, Wealth and Self
Your total wellbeing is the foundation of our business, and our benefits support your financial, family and personal goals. We provide the top-tier benefits that matter to you most, including:
- Two medical plans (including a High Deductible Health Plan)
- Prescription drug coverage
- Enhanced Fertility benefits
- Flexible Spending Accounts
- Health Savings Account (including employer contribution)
- Dental and Vision
- Basic and Supplemental Life Insurance
- Short-Term and Long-Term Disability
- Paid and floating holidays
- Paid time off (PTO)
- Paid parental leave
- Paid time off to volunteer in your community
- Charitable Giving Match Program
- 401(k) with 6% company matching
- Employee Stock Purchase Plan
- Plus a broad range of career development, networking, and team-building opportunities
Dig in to our full list of benefits on OUR CULTURE (https://jobs.chrobinson.com/culture) page.
Why Do You Belong at C.H. Robinson?
Standing out among the world's largest logistics platforms, C.H. Robinson solves logistics problems for companies across the globe and across industries, from the simple to the most complex. For 100 years, our global suite of services has innovated trade to seamlessly deliver the products and goods that drive the world's economy. With 20 million shipments annually for 100,000 customers, and millions of dollars contributed to support causes that matter to us, our people and technology literally move the world.
As a FORTUNE 200 company, FORTUNE has also named C.H. Robinson one of the World's Most Admired Companies 2022. Headquartered in Eden Prairie, Minnesota, we are proud to be recognized as one of LinkedIn's Top Companies in Minneapolis-St. Paul 2021. And we're not stopping there... Join us as we collaborate, innovate, and work as one global team to make life better and more sustainable for our customers, communities, and world.