Key Customer Success Manager

C.H. Robinson•Chicago, IL

21h•Hybrid

About The Position

C.H. Robinson is seeking a Key Customer Success Manager to join their Robinson Managed Solutions (RMS) team. This role is responsible for the growth and retention of key and strategic accounts, ensuring customers maximize value and utilization of technology and services through relationship-focused client management. The Key Customer Success Manager will be the primary point of accountability, developing strategic relationships, providing value creation, solution expansion, and ensuring overall customer satisfaction. This is achieved by cultivating trust, aligning executive-level customer contacts, and fostering customer advocacy. The role also drives results through strategic business reviews and account plans, owning the customer value proposition. This position is a hybrid role requiring 4 days in the office in Chicago.

Requirements

Bachelor’s degree from accredited college or university
Minimum 4 years of related industry experience
Ability to travel up to 25% (domestically and internationally)

Nice To Haves

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

Responsibilities

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
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
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
Provide guidance and mentoring to the Service Delivery teams
Promote a collaborative culture within the team
Foster a mindset of growth and continuous improvement

Benefits

Three medical plans which include 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 observed holidays
2 paid floating holidays for U.S. hourly employees
Flexible Time Off (FTO) offered to U.S. salaried employees — no accruals and no caps.
Paid Time Off (PTO) offered to all other employees in the U.S. and Canada
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
Career development, networking, and team-building opportunities