Customer Success Manager

hace 2 semanas

Bogotá, Bogotá D.E., Colombia Expeditors A tiempo completo

Position Overview

The purpose of this role is to deliver an exceptional customer experience at Expeditors through comprehensive ownership and accountability for:

  • Understanding Client Needs: Gain insights into the global client's profile, requirements, and expectations.
  • Business Retention: Maintain existing accounts while actively seeking opportunities for global business expansion.
  • Strategic Partnerships: Foster a mutually beneficial relationship between Expeditors and clients on a worldwide scale.

Reporting Structure
Reports to the District Customer Retention and Development Manager.

Systems, Tools, and Account Management

  • Ensure proper customer organization within the CRM, adhering to global standards.
  • Maintain data integrity through diligent CRM management.
  • Assist in developing and maintaining Customer Standard Operating Procedures (SOPs), ensuring operational and customer service teams take full ownership of tactical responsibilities.
  • Set clear expectations for both internal teams and clients.
  • Utilize Expeditors' reporting tools and value-added solutions effectively with selected clients.
  • Assess usage and quantify cost savings or avoidance.
  • Employ corporate-approved templates and presentations, customizing as necessary.

Client Retention Strategies

  • Conduct thorough customer business mapping to understand their global operations, stakeholders, spending habits, strategies, and objectives.
  • Develop and communicate a global strategic business plan aligned with customer mapping and Expeditors' goals.
  • Ensure visibility and collaboration across the Expeditors network, including strategic updates, KPIs, service deliverables, and initiatives.
  • Build relationships within the customer's organizational structure at all levels, extending beyond the primary contact.
  • Initiate value-added solutions based on Expeditors' service offerings and technology.
  • Drive global alignment and engagement with clients through regular meetings and reviews.

Business Development Initiatives

  • Seek to increase global wallet share with all clients while promoting up-selling and cross-selling opportunities.
  • Collaborate with various departments and branches through regular meetings and joint calls to promote existing and new service offerings.
  • Take ownership and manage the global pipeline and opportunities to ensure healthy growth potential and expedite business closures.

Qualifications

  • University degree or equivalent business qualifications.
  • Minimum of 3 years of experience in the industry or with Expeditors.
  • Demonstrated experience in business development.
  • Familiarity with Expeditors' products and services.
  • Knowledge of required operating systems.
  • Proficiency in MS Office and CRM software.
  • Strong presentation and project management skills.
  • Excellent analytical abilities.
  • Capability to meet KPI requirements.
  • Proven problem-solving and interpersonal skills.
  • Charismatic with a talent for building connections.

Additional Information
All personal information will be kept confidential in accordance with EEO guidelines.

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