Customer Success Expert
Ceva Logistics
Buffalo New York
Salary: Neg Per Hour
WHAT ARE YOU GOING TO DO?
Critical personal attributes for this role are:
- Must possess customer satisfaction passion and skill
set to address and resolve client issues as a customer and Ceva Logistics
advocate ensuring goals are met for both Ceva 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.
- Must be viewed by their peers as a mentor and possess a
willingness to grow, develop and support other account managers and
coworkers from various support areas within the BU
- 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.
KEY POSITION RESPONSIBILITIES
- 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 BDM 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
- Mentor and develop lower-level account managers and
support team in their development and skill set to ensure overall success
of the team
- 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.
- Engages solution engineers, finance and IS resources
and any other contributing support teams to execute new opportunities and
program enhancements
- 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 and
Experience:
- Bachelor’s degree (or equivalent work experience)
required, five years prior experience in the Sales or Operations
departments and/or 8+ years external account-project management/industry
experience.
- Must possess intermediate skills of PC programs such as
Microsoft Word, Excel, PowerPoint, Visio and Outlook. Ability to learn and
understand mainframe tools and system solutions used in supporting our
business, WMS, ERP and data collection tools
- Must possess the ability to effectively communicate in
written and verbal format as well as manage details and represent Ceva
Logistics in a professional manner.
- Strong interpersonal skills including the ability to work well
Job Overview
Posted Date: 15 Feb 2025
Location: Buffalo New York
Salary: Neg Per Hour
Company Information
CEVA Logistics provides global supply chain solutions to connect people, products and providers all around the world. Present in 170 countries and with more than 110,000 employees spread over 1,300 sites, we are well on our way to achieving our vision: to be a Top 5 global 3PL. We believe that our employees are the key to our success. We want to engage and empower our diverse, global team to co-create value with our customers through our solutions in contract logistics and air, ocean, ground, and finished vehicle transport. That is why CEVA Logistics offers a dynamic and exceptional work environment that fosters personal growth, innovation, and continuous improvement.
Name: Ceva Logistics
Web: https://www.cevalogistics.com/