Customer Success Manager

YOUR ROLE

Develops and manages assigned accounts. The accounts may or may not have a CL Account Executive assigned and will be either large in size (to $50million in annual fee revenue), or a combined portfolio of medium and large sized accounts (with various fee revenue targets). The CL Customer Success Expert is responsible and accountable for the overall planning, leadership, and direction of the assigned portfolio growth, profitability, and the value-add relationship as well as managing and building the executive and strategic relationships for long term stability and growth. Essential to this role is the ability to work independently and oversee key account activities and responsibilities within an assigned account base. Primary focus is the overall customer experience, account profitability and growth both organically and through the development of new initiatives, being the customer advocate by driving solutions within CL and the Ceva organization.

WHAT ARE YOU GOING TO DO?

• Must possess customer satisfaction passion and skill set to address and resolve client issues as a customer and IM-CLS advocate insuring goals are met for both CL and the client. Understands the accounts business model company environment and sales potential to develop solutions and better service the account.
• Sales acumen and desire to build the relationship through growth and identification of new opportunities
• Must be able to provide clear and concise directions to cross functional departments on projects documentation customer correspondence deadlines sales opportunities contract development and all other action items required in customer program development. Must develop and achieve strategic revenue and profit and loss objectives.
• Must possess the ability to adapt to evolving business practices and display leadership in meeting company objectives departmental regional and team goals. Investigates sales opportunities as well as resolves issues and provides solutions on a continuing basis.
• Must possess the ability to think strategically and develop project plans to implement customer incentives. Demonstrated ability to identify problems develop and present solutions.
• The ability to compile and analyze data into meaningful reports, presentations as well as determine recommendations supported by data for program changes, gaps or improved performance to meet the required goals.
• Responsible for developing the formal Business Review(s) for assigned accounts. Develops and manages business plans, proposals, pricing models, contracts, operations reports, SLA tracking and any other pertinent documents to support key assigned accounts.
• Understands and utilizes all software e-mail task management and desktop applications used by the department. Engages on new business opportunities where appropriate.
• Management and execution of contracts and Statement of work per client
• Maintenance account revenue and profit goals established for the account
• Identify opportunities for new revenue and growth, working with BD on converting account growth opportunities
• Coordinates the involvement of company personnel, including support, service, and management resources, in order to meet account performance objectives and customers’ expectations
• Account / portfolio P&L responsibility
• Provide recommendations for process improvements
• Monitor and report KPI’s
• Plan and conduct regular business reviews and meetings
• Manage the client relationships at the tactical and execution level
• Proactively leads a joint company-strategic account planning process that develops mutual performance objectives, financial targets, and critical milestones for a one and three-year period.
• Proactively assesses, clarifies, and validates customer needs on an ongoing basis. Leads solution development efforts that best address customer needs, while coordinating the involvement of all necessary company personnel.
• Document and prepare summaries, action list, meeting notes to maintain a client history and progressive agenda to maintain momentum in account performance, resolutions and growth
• Problem solving where development of new solutions, methods and systems will result in a major impact on department's overall success.
• Implement own recommendations and see projects through to completion.
• Analyze current methods and procedures, recommend and implement improvements.

WHAT ARE WE LOOKING FOR?

Education :

WHAT DO WE HAVE TO OFFER?

With a genuine culture of recognition, we want our employees to grow, develop and be part of our journey. We offer a benefits package with a focus on your wellbeing. This includes competitive Paid Time Off, 401(k), health insurance and an employee benefits platform that offers discounts on gym memberships and a diverse range of retail, travel, car and hospitality brands, including important offerings like pet insurance.

We are a team in every sense, and we support each other and work collaboratively to achieve our goals together.

It is our goal that you will be compensated for your hard work and commitment, so if you’d like to work for one of the top Logistics providers in the world then let’s work together to help you find your new role.

ABOUT TOMORROW

We value your professional and personal growth. That’s why we share plenty of career opportunities for you to thrive within CEVA. This role can be the first step on your career path with us. You can stay in the same job family, find a new family to grow in (how about sales or supply chain?) or find your own path. Join CEVA for a challenging and rewarding career.