Customer Success Manager

JAS is an international, non-asset-based supply chain services and solutions company. Our services include air and ocean freight forwarding, contract logistics, customs brokerage, distribution, inbound logistics, truckload brokerage and other supply chain management services, including consulting, the coordination of purchase orders and customized management services.

Global Customer Success Manager (GCSM)

Regional Customer Success Manager (RCSM)

National Customer Success Manager (NCSM)

The Customer Success Manager is responsible for leading tactical, strategic, and customer experience initiatives for designated high-value accounts. This work is carried out in close coordination with the Global Strategic Account Manager, Regional Account Manager, and/or National Account Manager, depending on scope. The role also collaborates with Customer Experience team members as needed to ensure a seamless and effective customer journey.

The time allocation should be approximately;

· 20-30% - Strategic Development and Initiatives

· 70-80% - Tactical, Operational & Process Management

Responsibilities

• Increased Consistency in Operational Performance
  • SOP Creation & Distribution
    • Ensure understanding by operations.
  • Report Creation / Monitoring / Distribution
  • Develop and maintain client specific SOP requirements.
  • Support GSAM/RAM/NAM with preparation of subsidiary QBRs internally on behalf of the client and account management team
  • Monitor and report on milestones as well as engage in claims and operational escalations.
  • Record and monitor non-conformities and make sure corrective actions are implemented timely.
  • Ensure operational teams keep track of all specific customer requirements.
  • Support operational staff when external client escalations occur. Act as main escalation point on external operational challenges.
  • Designs, develops, and manages client specific reports or analytics.
  • Support on implementing new lanes/new businesses within the account.

• Customer Experience
  • Coordinate customer experience surveys and establish external scorecards with customers.
  • Deploy targeted improvement initiatives as value add resulting from survey feedback.
    • Supply chain optimizations.
    • Transport flow optimizations.
    • Cost reductions
    • Others as needed and identified.
  • Measures and monitors all external KPI elements to ensure client satisfaction and internal compliance.
• Support GSAM/RAM/NAM with overall business relationship
• Commercial Analytics supporting GSAM/RAM/NAM
  • Compilation, monitoring and analyzing of net costs, achieved costs and costs optimizations,
  • Monitor AR regionally and escalate situations as needed.
  • Report on and monitor volume trend, customer forecasts and business realized.
• Market Analysis / Industry Awareness
• Drives collaborative efforts within team, supporting and sharing best practices in the following key areas.
  • Customer Reviews/QBR feedback
  • Operational Execution
  • Value add Programs
  • Process Improvements
  • Technology Offerings

Core Elements

• Lead Customer Experience
  • Consistency Across Accounts and Region
  • Improved competency
  • Speed of Response
  • Executive Alignment
  • Consistency of Account Management (at each level)
  • Market Analysis / updates
  • Claims
• Lead Value Add Programs
  • Innovation
  • Savings Tracker
  • Customer Engagement
  • Product Diversification
• Lead Process Improvements
  • Cycle Time Analysis / savings
  • Cost
  • Technology
  • Product
• Lead Technology
  • Deployment
  • Integration
  • Customer Adoption
• SupportGSAM/RAM/NAM on Strategic Business Plans
  • Clear Objectives
  • Real Measurable Goals
  • Ownership and Alignment
    • Geo / Product
• SupportGSAM/RAM/NAM on bid management in collaboration with stakeholders like procurement and RFQ desk etc.
  • Preparation
  • Strategy
  • Execution
  • Team Management
  • Solution Design
  • Rate discussions / revisions / updates
  • Contractual discussions and updates
• SupportGSAM/RAM/NAM on Customer Business Reviews
  • Preparation
  • Branding, data, reporting & other analytics
  • Formatting
  • Consistency
    • Content
    • Presentation
  • Value Tracking
• SupportGSAM/RAM/NAM on Profitability
  • Yield/Margin Management
  • Market Competitiveness
  • Stakeholder Participation

Organizational Structure & Compensation

• Customer Success Manager Org Structure
  • GCSM Reports to VP, Global Strategic Account Management
  • RCSM Reports to Regional Head of Account Management
  • NCSM Reports to Country Head of Account Management
  • The Customer Success Manager will be dedicated to 1-4 accounts and closely work with GSAM/RAM/NAM on global, regional, and/or national tactical, operational and customer experience initiatives
  • Accounts Managed
    • Periodically accounts may be added and/or removed from an individual Customer Success Manager. Reasons include, but are not limited to;
      • Shipment Volume / Workload
      • Change in Client Organization Structure
      • Account Needs (current or new accounts)

Qualifications

• Excellent Organizational Skills
• Excellent written and verbal skills
• Excellent presentation and interpersonal skills
• Thorough knowledge of transportation industry logistics and freight forwarding
• Thorough knowledge of successful sales techniques
• Strong computer skills including Microsoft Office suite
• Detail oriented, able to multitask and meet deadlines
• Self-motivated, able to work in a team and independently

Education and Experience

• College degree preferred
• 3-5 years successful sales or account management or operations experience in freight forwarding, logistics and or transportation industry
• Experience with CRM system

Measurements

• Monthly GP report - Actual vs Budget
• Monthly volume report
• Number of calls / meetings conducted via Teams
• Completed Improvement / Supply Chain optimization Initiatives
• Amount of survey conducted.
• Defined subject to Account portfolio and customer specific requirements

ADDITIONAL:

The responsibilities associated with this job will change from time to time in accordance with the Company’s business needs. More specifically, the incumbent may be required to perform additional and/or different responsibilities from those set forth above.

The above declarations are not intended to be an all-inclusive list of the duties and responsibilities of the job described, nor are they intended to be such a listing of the skills and abilities required to do the job. Rather, they are intended only to describe the general nature of the job.

Management retains discretion to add or change duties of this position at any time.