Customer Engagement Manager

Ryder•Troy, MI

11h•Onsite

About The Position

The Customer Engagement Manager (CEM) is responsible for managing an established book of business across the greater Metro Detroit area - Birmingham, Troy, Flint, Auburn Hills, Saginaw, Ann Arbor, and surrounding communities - while educating customers on additional Ryder services (including Full-Service Lease, Programmed Maintenance, Lease Financing, and Fleet Management Services) using the Ryder Sales Process. This is a relationship-driven, field-based role built for someone who genuinely enjoys getting out from behind a desk: visiting customers, building trust, and being the face of Ryder in their local market. The CEM's book of business will typically consist of smaller, less complex local accounts with power fleet opportunities of 1-5 units - roughly 65-75 accounts across the territory.

Requirements

Sales skills
Account management skills
Negotiation skills
Comfort learning contractual leasing and pricing (training provided)
2 years or more experience providing service to customers.
2 years or more experience selling to customers.

Nice To Haves

Bachelor's degree in business, marketing, or transportation preferred, or equivalent experience
Prior experience in customer service or sales is a plus, but candidates who are coachable and eager to grow are encouraged to apply even without direct sales experience

Responsibilities

Attain or exceed assigned sales quotas and profit targets
Maintain regular and consistent in-person and virtual contact with customers to meet customer requirements
Develop a sales penetration plan to expand Ryder's wallet share
Segment account base by opportunity for growth, renewal (retention), and potential for risk of loss
Present Ryder services and capabilities; develop relationships with all customer buying influencers
Develop a complete understanding of customers' business, goals, and objectives
Work collaboratively with DTS/SCS to develop upsell opportunities for the application of those services as appropriate
Serve as facilitator between customers and Ryder departments or Ryder vendors
Ensure contracted services are delivered to customers; maintain appropriate customer contact and manage customer satisfaction
Conduct regularly scheduled customer reviews and monitor VOC results by account
Update CRM with relevant account-specific details and interactions
Proactively anticipate problems through continuous dialogue with customers and Ryder staff
Provide customers with information on new services, policy changes, and best practices for using leased trucks efficiently
Performs other duties as assigned