The Strategic Customer Success Manager is responsible for the rollout of the TMC program to a customer that is utilizing TMC services in multiple regions of the world, as well as the growth and retention of the strategic global account. The role will act as a liaison between TMC Implementation resources, customer resources, and the TMC Operational teams. The position’s main objective is to ensure the customers is deriving maximum value and utilization from our technology and services via relationship-focused client management. As the primary point of accountability, the Strategic Customer Success Manager is responsible for delivering and executing the global project plan and rollout, the successful receipt of the project from implementation, and ensuring successful execution operations and account strategy. This role will also establish the customer’s global savings hierarchy, joint KPI scorecards, and operational support and management plan. The role develops strategic relationships, provides value creation, solution expansion, and ensures overall customer satisfaction. This is accomplished by cultivating trust, creating alignment of executive level customer contacts, and customer advocacy. Additionally, this role drives results through strategic business reviews and strategic account plans and owns the customer value proposition. This includes gathering and translating the VOC, contract negotiations, identifying opportunities, developing the customer improvement roadmap, budgeting, and continuous improvement through standardized project management methodologies.
The duties and responsibilities of this position consists of, but are not limited to, the following:
- Responsible for the launch and the ongoing strategic management of the client’s global TMC program and serves as an escalation point. Actively leads and reports to the joint Steering Committee and appropriate stakeholders in all regions of the world
- Works directly with TMC Implementation resources in North America, South America, APAC, and Europe to deliver TMC solution to customer in each region
- Ensures a seamless handoff from implementation resources in each region to the operations teams in each region around the world
- Develops strategic relationships with TMC customer contacts in all region
- Collaborates with IT, business process experts, and other subject matter experts to achieve defined objectives to innovate, deliver, and support the clients TMC global program rollout
- Aligns with client leadership for project approval, alignment, and monitoring of all global supply chain projects that drive cost reduction and/or performance improvement. Establishes TMC Global Project Management Office. Works with TMC project managers globally to follow standardized project management process
- Develops and deploys with a TMC global customer their 3-5-year logistics and supply chain strategy
- Supports the discovery, design, testing, implementation, and monitoring of all continuous improvement initiatives in all regions
- Stays informed of changes within the customers’ business, industry and sector through regular customer communication; applies that knowledge to identify new opportunities
- Holds TMC Global account team and ancillary contributing team members accountable to project timelines
- Works with internal and external leadership to align TMC’s technical and operational capabilities to customer’s goal requirements in each region
- Understands key processes such as S&OP, demand management, procurement, forecasting, scheduling, warehouse management and continuous improvement methodology such as lean/six sigma
- Leads, coaches and mentors TMC team personnel
- Assesses and improves the capability of each team member
Grow Profitably:
- 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
Global Capabilities:
- 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 mode
Customer Relationships:
- 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
Talent:
- 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
- Other duties or responsibilities as assigned according to the team and/or country specific requirements
QUALIFICATIONS Required:
- Bachelor’s degree from accredited college or university
- Minimum 6 years of related industry experience
- Ability to travel up to 25% (domestically and internationally)
Preferred:
- 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
- Knowledge of Global transportation management systems Technology infrastructure
- Ability to understand global supply chain processes
- Demonstrated ability to work creatively and analytically in a problem-solving environment with multiple regions of the world
- Ability to understand and document customer’s global supply chain processes
- Experience delivering a global customer solution
- Comprehensive understanding of operational excellence methodologies
- 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
