Customer Success Manager

Job Description

Duties & Responsibilities:

• Develop and maintain a deep, intimate understanding of E2OPEN (especially INTTRA and Amber Road) product and systems, business, service and product roadmaps, corporate goals, and active strategic projects.
• Manage the delivery of projects which address the business and technical needs of the assigned accounts witin budget and timeframes (upgrades, roll outs, and other transitions).
• Coordinate account roll outs and ensure these are conducted in alignment with established sales, integration, SD or product launchupgrade project plans. Tasks will include (but may not be limited to) monitoring activity at customer/carrier (trading partner) level with their counterparts within the Service Delivery or Sales organizations (in charge of revenue and transaction push), mapping and roll out coordination, support of ad hoc, post production complex issues, and error overview of post production data to ensure that DQ maintains standards achieved after the integration or product go live process.
• Leverage the LSP BU domain knowledge, with the same in-depth understanding of the customer s business processes and global ecommerce operations, to become the customer s trusted advisor related to INTTRA s portal, as well as the key Transportation and Logistics and Global Trade Management products and services.
• Leveraging the insights developed above, act as the Voice of Customer to secure horizontal alignment, drive the prioritization, and action plan that will come in the form of customer specific programs, integration projects, report requests, escalations, and solution approaches that will improve performance results and the customer experience and align with the customer s and INTTRA s ecommerce transaction growth or adoption goals.
• Drive any tactical work efforts to resolve root cause of INTTRA customer anomalies or technical/operational/data quality related performance issues.
• Assess customer behavior to recognize and share internally possible new revenue opportunities and provide alerts to Service Delivery and CommercialSales regional management on customer retention risks, not only for INTTRA but for other E2OPEN products.
• Create annual Solution Review / Value Assessment plan for each assigned customer account, to ensure customer needs are met and getting maximum service value. Other teams (Sales, Product) may participate in this review to support specific business goals.
• Identify and define the key satisfaction factors for each of the assigned customer accounts, create a baseline view or rating against each of these factors (if one does not exist) and coordinate resources to meet and exceed customer satisfaction against each of these factors.
• As needed, lead and conduct professional service discovery sessions, with at times the support of assigned Sales representatives or managers, to better understand and address carrier and customer logistics and operational needs, including technical readiness capabilities, prior to engaging on new (EDI or other) connections, or projects.
• Based on the Commercial Growth Plans and on the operational needs shown by the customer, review and analyze customer data (reports, QCs, Integrations, LSP meetings, etc.), and work with the line of business (product/account) owner to integrate data into specific product roadmap and strategy.

Job Specifications:Education & Professional Qualifications:

• BA/BS. MS/MBA in Business, International Business, Logistics, Supply Chain, Analytics preferred.

Prior Experience:

• Proven track record of achieving superior results against defined customer onboarding and account management metrics and goals.
• Minimum 7 - 10 years experience in a customer facing role (preferably logistics related), including performing (or managing resources to perform) business process data and transaction analysis related to ecommerce transactions, as well as coordinating customer communications and driving service process improvements for customer s use of ecommerce software.
• Minimum 2 years of project management experience.
• Experience presenting complex eCommerce issues in simplified terms to technical and business audiences (internal and external), positioning INTTRA as a value added ecommerce solution provider.
• Experience conducting business process workflow analysis, researching and understanding customer needs and expectations, and documenting and reviewing results with recommended solution path(s) or approaches with a wide variety of internal and external audiences.
• Previous service and operations management experience for Carriers, Freight Forwards or Shippers in the Ocean Freight and Transportation Industry is a plus.

Skills & Qualities:

• The ability to influence others and situations without formal authority as well as ability to prioritize important business elements and influence decision makers to achieve desired results.
• Must possess excellent analysis, communication (written and verbal), presentation, collaboration, coordination and interpersonal skills, and have demonstrated experience in documenting and presenting high level business process workflows, issues, gaps, and uses cases, including an understanding of complex ecommerce and data transaction system and processes.
• In depth Knowledge of Logistics in particular, Ocean.
• Knowledge of API, EDI (EDIFACT, ANSI, and XML) and other inter-business communication message formats and protocols.
• Must be able to use independent judgment to identify and solve diverse problems and propose solutions by using solid analytical skills where limited precedent or guidelines exist.
• Must be able to comfortably and effectively communicate to business and technical members across multiple levels of an organization.
• Individual must be highly motivated, eager to participate in and contribute to continual improvement,

and self-driven to excel with a Can do positive attitude, in a dynamic, demanding, and high-performance culture.

• Willingness to take ownership coupled with ability to make decisions and take action based on factual analysis, balanced with experience and intuition.
• Excellent organizational and reporting skills, with the ability to multi-task while proactively setting and managing work priorities in a pragmatic fashion.
• Fluent in English and another language (Spanish, Portuguese, German or Mandarin Preferred).
• Proficient in the use of Microsoft Word, Excel, PowerPoint, Outlook and familiar with MS Project and MS Visio.

Special Work Requirements:

• European Working hours.
• Evening teleconferences or web based meetings with US, Europe or Asia based colleagues, teams, and managers, as well as the LSP BU Customers.
• Occasional travel is required.

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Keyskills :
salescustomer servicecustomer relationsmarketingonboardingdelivery of projectsglobal trade managementms projectroot causesupply chainmusic makingocean freight