Career Opportunities: Global Customer Success Manager (3736) Requisition ID 3736 - Posted - Sales Operations - Job Location (country) (1) - Job Location (region) (1) OIA Global provides customers with an unparalleled suite of scalable and flexible supply chain solutions. Supported by 1,100 forward-thinking employees, we specialize in 3PL, 4PL, sustainability, technology, contract logistics, packaging design and optimization, and raw materials management. Since 1988, we have grown into a $1.3 billion company with a presence in 27 countries and industry expertise in fashion and apparel, consumer goods, healthcare, energy, and industrials. OIA Global is privately held by LDI, Ltd. Summary: Global Customer Success Manager As a Global Customer Success Manager, you are a crucial member of the Sales Enablement Team who is dedicated to operational excellence, ensuring a seamless and personalized service experience for both internal and external stakeholders. We serve as the trusted go-to resource for solutions and insights, fostering deep customer loyalty and enhancing overall satisfaction. Through our expertise in operational management and trend analysis, we deliver exceptional value, building lasting relationships that drive customer retention. Our adaptable problem-solving approach ensures we meet the evolving needs of our customers, solidifying our role as a central pillar in their success. Supervisory Responsibilities: None Duties and Responsibilities: The role of Global Customer Success Manager is centered around ensuring our customers feel valued and receive quality customer service underscored by excellent operational support. Customer Experience Improvement Customer-Centric Approach: Build strong relationships by understanding customers' business needs, being attentive, sharing industry and market insights, and aligning OIA's values and product offerings to meet those needs. Dedicated Support: Serve as the primary contact for operations management, providing specialized management to high-value and enterprise customers through various communication channels (email, phone, Teams, etc.). Ensure responsiveness, follow-through on assigned tasks, and reliability. Solutions Architect: Gather regular customer feedback on potential pain points and collaborate with internal stakeholders to develop proactive solutions to prevent problem escalation. Operational Excellence Flexibility and Proactivity: Participate in and conduct with root cause analysis and resolution for operational, process, and systems issues to maintain high levels of customer satisfaction and retention. Project Management: Lead the execution of strategic customer and operational projects. Oversee and document customer onboarding and implementation processes. Ensure that customer SOPs, KPIs, report cards, and regular reviews are established and maintained to uphold operational excellence. Effective Collaboration: Work closely with Account Managers and interface with cross-functional OIA teams (Operations, Sales, Finance, Supply Chain Management, Reporting, Data Custodians, etc.). Develop and disseminate best practices and scalable, solutions-oriented products across customer and company networks. Support Functional Pricing Promote Customer Activity Growth: Create spot quotes for non-contract shipments using OIA's internal quoting tools, resources, and carrier relationships. Oversee and ensure the completion of shipments once awarded. Support Global Sales Initiatives: Collaborate with Commercial, Vertical Market, and Regional Sales leadership to manage programs and initiatives that align with strategic objectives. Identify and share product promotion opportunities as appropriate. Required Skills and Abilities: To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. Microsoft Suite application and use. Working knowledge of CargoWise One and its capabilities. Knowledge of industry tools, programs, resources (Freightos, WebCargo, Cubemaster, 3GTMS, Carrier Sites, and HubSpot) is preferred. Strong organization with the ability to use multiple programs simultaneously. Problem-solving skills with the ability to sort challenges to identify root causes and provide solutions. Strong written and verbal communication skills with the ability communicate, collaborate, and engage across all levels of the organization and with external partners. Excellent reasoning, negotiation and listening skills with the ability to configure solutions for complex business cases. Ability to work independently and as part of a team. Ability to adapt to changing environments and work well with a variety of people and customers in a cross-cultural environment. Education and Experience: Must have 3+ years of operations, customer service, and/or account management experience in the international supply chain, logistics, freight forwarding, and transportation industries. Bachelor's degree or equivalent work experience; focus in Business Administration, Logistics, Supply Chain or related field preferred. Proven track record of managing and growing key accounts. Experience working with multi-functional and cross-cultural organization preferred. Physical Requirements: Prolonged periods of sitting at a desk and working on a computer The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. OIA Global is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, or disability. We offer an exciting and growth-oriented work environment, and OIA employees enjoy competitive salaries and excellent benefits.
#J-18808-Ljbffr