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Customer Success Manager

4 months ago

Oakville, Canada Pivotal Integrated HR Solutions Full time

Customer Onboarding & Success Manager

Our client, a successful well known 3rd party distribution/logistics company is currently searching for a Customer Onboarding & Success Manager to join their team in Oakville. This is a newly created role due to growth


Responsibilities:

  • Develop a system to measure periodic customer satisfaction score against customer goals and expectations. Understand pain points and challenges to proactively engage with customers at risk. Measure and report customer retention.
  • Drive revenue growth by owning the annual rate increases including general rate increases as well as custom increases applied to specific customers and/or services.
  • Develop long term synergistic relationships with key customers
  • Develop a repository of all customer contracts tracking expiration dates, renewals, notice periods, reviewing amendments.
  • Develop a system to measure Operating Performance against the contracted SLA's
  • Manage customer portfolio by measuring, monitoring and reporting key metrics such as spend, revenue, profit, acquisition costs, pricing, net revenue retention, growth rate, cost to serve, service metrics, risk score, first contact resolution %, customer health score.
  • Develop, lead and manage end to end customer onboarding process
  • Develop a comprehensive strategy for proactive communication with all key customers to ensure top notch customer experience


Skills and Qualifications;

  • 3+ years of previous experience in a similar role preferably within a Logistics/ 3PL/Supply Chain environment is a must.
  • Previous experience in onboarding/launching B2B customers.
  • Demonstrated skills in managing large scale cross functional projects.
  • Previous background in Sales, Customer Service, Business Development, Account Management is strongly preferred.
  • Strong domain knowledge of supply chain, warehousing, transportation and/or 3PL is critical.
  • Familiarity with Salesforce, warehouse and transportation management systems is a plus.
  • Previous Lean, Project Management and/or Six Sigma experience/certification preferred.
  • Post-Secondary education in Logistics or Supply Chain field is preferred.