Strategic Customer Success Manager
About The Position
C.H. Robinson is seeking a Strategic Customer Success Manager to join our Robinson Managed Solutions (RMS) team. In this role, you will be responsible for the growth and retention of strategic global accounts. You will 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, you will develop strategic relationships, provide value creation, solution expansion, and ensure overall customer satisfaction. Cultivating trust, creating alignment of executive-level customer contacts, and customer advocacy are crucial. Additionally, you will drive results through strategic business reviews and strategic account plans and own the customer value proposition. This includes gathering and translating the Voice of Customer, contract negotiations, identifying opportunities, developing the customer improvement roadmap, budgeting, and continuous improvement through standardized project management methodologies.
Requirements
- Bachelor’s degree from accredited college or university
- Minimum 6 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 account (~$7M+ 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
- Drives 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
- Global oversight of all teams that work with dedicated customers, this includes regional Customer Service Managers.
- 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
- Plus a broad range of career development, networking, and team-building opportunities
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What This Job Offers
Job Type
Full-time
Career Level
Senior
