Job Description

POSITION SUMMARY

The Senior Manager Customer Success is responsible for leading commercial strategy and account management teams for the Warehouse and Consolidation business within the LTL Service Line. This role will focus on overseeing our customer strategy to drive growth and retention of accounts, lead and develop product commercial teams, and develop strong senior level relationships with internal and external stakeholders. The Senior Manager Customer Success will work closely with leadership to provide a proactive, programmatic, and long-term vison of product commercial support and ensure a best in class Customer Success framework is implemented. An essential part of this role will be to recruit, assess, and develop leadership and talent to ensure we are meeting the needs of our customers.

Ideally this position would be located in Eden Prairie, Dallas or Plainfield but we do have flexibility to consider one of our major consolidation market locations i.e. Los Angeles, Atlanta or Memphis.

*Minimum 80% in-office expectation

DUTIES AND RESPONSIBILITIES

The duties and responsibilities of this position consists of, but are not limited to, the following:

Strategic Business Planning:

• Develop product commercial strategy and alignment to support NAST customer segments and commercial teams
• Drive framework for Customer Success management, focused on high customer satisfaction, improved modal account health, and focused growth for existing customer portfolio.
• Understand customer portfolio strategies for broader Warehouse and Consolidation Product and ensure proper resource alignment to business needs
• Drive growth strategies by creating a culture to grow business through cross selling and upselling, including value added services
• Collaborate with execution and operational excellence teams to ensure development of cost savings and performance improvement initiatives, aligned with commercial strategic plans and key initiatives

Relationship Management:

• Develop and maintain strong senior level relationships with internal and external stakeholders
• Identify and drive continuous improvement with customers, commercial teams, and internal cross-functional teams
• Advocate for client and commercial needs and ongoing strategic development

Financial Management:

• Successfully manage P&L and demonstrate ability to continually improve financial metrics
• Ownership of overall Warehouse and Consolidation existing customer portfolio health and strategy
• Responsible for growth through expansion of freight under management and value-added services

Talent Leadership and Management:

• Lead and mentor manager level direct reports providing regular feedback, coaching and guidance based on performance, dashboards and Personal Development Plan
• Establish and implement initiatives to achieve high level employee engagement that builds a strong team and collaborative culture
• Develop, support, and conduct quality employee and team checkpoints including weekly team meetings and incorporating disciplined management routines

QUALIFICATIONS

Required:

• Bachelor’s degree from accredited college or university
• Minimum 8 years of related industry experience
• Minimum 3 years of leading and managing team(s)
• Ability to travel up to 35% (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
• 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

Equal Opportunity and Affirmative Action Employer

C.H. Robinson is proud to be an Equal Opportunity and Affirmative Action employer. We believe in equality for all and celebrate the diversity of our employees, customers and communities. We believe this increases creativity and innovation, drives business growth and enables engaged and thriving teams. We’re committed to providing an inclusive environment, free from harassment and discrimination, where all employees feel welcomed, valued and respected.

Affirmative Action Employer/EOE/M/F/Disabled/Veteran

Benefits

We are proud to offer a top-tier benefits package, including medical, dental, vision, life and disability insurance, prescription drug coverage, paid parental leave, paid holidays and paid time off (PTO), 401K, employee stock purchase plan, as well as a broad range of career development opportunities.

About C.H. Robinson

From the produce you buy, to the water you drink, C.H. Robinson delivers products to people all around the globe. We are one of the world’s largest 3rd party logistic providers. Join our diverse team to innovate, solve problems, have fun and thrive.