Customer Success Manager I

Ryder Supply Chain Solutions • Etna, OH

4d • $75,000 - $90,000 • Onsite

About The Position

The E-Commerce Customer Success Manager I works closely with their clients and Ryder E-Com operations. The CSM is responsible for the growth, development, and customer success of assigned Emerging or Enterprise e-commerce fulfillment accounts. This CSM will work with client brands to understand their needs and ensure the Whiplash application's end-to-end fulfillment solution is meeting and exceeding those needs. This role works closely with the key customer contacts, operations, information technology, the application development team, the parcel solutions team, and sales.

Requirements

• Bachelor's degree required or equivalent (8 or more years of work experience)
• Three (3) years to Five (5) years or more in e-commerce experience (either in fulfillment or retail)
• Experience building relationships with varying levels of management as well as regular customer engagement; Comfortable presenting and discussing business needs and expectations
• Excellent customer interaction / customer service skills.
• Strong analytical skills, in particular working with large data sets and BI tools.
• Strong communication skills: ability to work with external clients and internal stakeholders at multiple organizational levels.
• Extremely strong organizational and planning skills.
• Ability to work in a fast-paced and changing business development environment.
• Ability to prioritize, multi-task and work under tight deadlines.
• Effective written communication skills.
• Proven customer interaction and problem-solving skills.

Responsibilities

• End-to-end responsibility for customer success in the delivery of the Whiplash e-commerce application’s fulfillment service offering for assigned accounts.
• Key account liaison between the customer and the Ryder e-commerce operations team. Assist operations in understanding customer requirements and projections to ensure consistent execution and compliance with customer SLAs.
• Ensure customers understand our capabilities and contractual operating responsibilities.
• Prepare regular reporting for customers.
• Monitor KPIs / SLAs and inform operators of any performance related issues or concerns.
• Develop BI reporting based on data in the Whiplash and EVT platforms.
• Consistently evaluate the capabilities of the Whiplash e-commerce fulfillment application and work directly with application development team to plan, develop, and deliver enhanced capabilities.
• Actively track, manage, and resolve customer problems / issues; formalize the tracking and management process using CRM tools.
• Oversee the testing and implementation of new customer functionality, working with the application development team, operators, and customers to ensure seamless deployment.
• Arrange QBRs and prepare executive and operation teams for QBR meetings.
• Performs other duties as assigned.

Benefits

• Medical, Dental, Vision Benefits start at 30 Days
• 401 (K) Savings Plan with a company match
• Discounted employee stock purchase options
• Quality employee discounts that actually save you money on tools, cars, appliances, travel and more
• All major holidays paid and Paid time off within your first year
• Up to 12 weeks paid maternity leave
• comprehensive health and welfare benefits, to include medical, prescription, dental, vision, life insurance and disability insurance options, as well as paid time off for vacation, illness, bereavement, family and parental leave, and a tax-advantaged 401(k) retirement savings plan.

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: Associate degree