Customer Success Manager, Parcels

3 weeks ago

Greater Toronto Area, Canada Canada Post - Postes Canada Full time

Job Requisition Id: 167473
Business Function: Sales
Primary City: GTA
Other Location(s):
Province: Ont. - GTA
Employment Type: Full-Time
Employment Status: Permanent
Language Requirement: English Essential
Employee Class and Level: MGTAE02
Number of Vacancies 1
Job Closing Date (MM/DD/YYYY): 06/26/2023

The Customer Success Manager (CSM), Parcels & e-Commerce is responsible for the corporation's larger enterprise, strategic and important customers. They have full accountability for the Parcels budget growth as well as joint responsibility for the delivery of the overall account budget (base revenue & new and incremental growth). Responsible for establishing and maintaining a trusted advisor relationship with customers that results in overall customer satisfaction, product adoption, and product retention. Acts as a relationship manager to the customer and continuously advocates for the customer's interest within Canada Post. Ensures that Canada Post's solutions, products, and services are considered and included in the development of customer's parcel fulfilment and spend. Creates, develops, and closes all parcels and eCommerce opportunities, while providing the customer solutions that leverage the breadth of Canada Post's products and services.

**Responsibilities**:
Below are the main job requirements and responsibilities for the Customer Success Manager, Parcels & eCommerce.
- Strategically plans and manages the Parcels Line of Business (LOB) growth within their assigned customer base. Facilitates and participates in joint strategic planning with customers to share short and long-term advertising goals, direction, and success indicators. Works to achieve agreed revenue and growth targets across the assigned list of customers and territory.
- Ensures the adoption and usage of Canada Post products and services across the customer’s organization and proactively monitors revenue growth that has been identified for the customer. Executes growth plans with assigned customers to expand the consumption of existing offerings and demand for new offerings.
- Builds deep, positive relationships with customer leads as well as their teams and works to maintain high levels of customer satisfaction and assigned volume and profitability expectations. Acts as the interface between the customer and Canada Post and continuously advocates for the customer’s needs across the corporation while providing feedback to CPC’s internal teams on how serve the customer better.
- Identifies growth opportunities and accelerates the adoption of new solutions by helping prioritize projects and supports activities that deliver the best return on the customer’s investment within the shortest timeframe. Acts as the technical resource for shipping and delivery solutions to their customers and industry, using their strategic capabilities and experience.
- Ensures growth in revenue within the customers’ business and across the assigned territory from parcel and eCommerce sales by managing strategic relationships with customers and influencers across their organizations, to drive product adoption and maximize customer retention by ensuring that CPC’s products and services meet their business needs.
- Gains an in-depth, thorough understanding of the customers’ business needs and provides advice, consultation, and recommendations to customer’s senior management regarding parcel and eCommerce solutions that address their business requirements. Establishes credibility with customer's executive and key influencers across the customer’s internal and external organization. Ensure integration with the customer’s platform across all CPC’s webservice

**Job Responsibilities (continued)**:

- Develops and employs appropriate competitive sales strategies, and continually modifies these strategies to meet changing business, industry, and customer circumstances. Maintains the customer’s success scorecard and ensure all assigned metrics are met in a timely fashion. Represents the voice of the customer to inform CPC’s sales process or product roadmap.
- Conducts customer and industry education sessions on the potential for CPC’s parcel and eCommerce solutions within organizations. Provides thought leadership and regular updates for key influencers to keep them current on the changing transportation scene.
- Maintains and grows existing customers through appropriate propositions and ethical sales methods, and extensive multi-level internal liaison, to optimize opportunities, quality of service, business growth, and customer satisfaction. Identifies and escalate potential Parcel solution expansion opportunities to Parcel LOB.
- Leads the negotiation, creation, execution, and renewal of customer contracts. Prepares customized business cases when required and manages the negotiation for customized rates. Ensures customer satisfaction is met or exceeded while manging business optimization. Design accurate and well documented strategies and

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