Key Customer Success Manager

Chicago, Illinois

Posted in Retail

This job has expired.

Job Info

The Key Customer Success Manager is responsible for growth and retention of key and strategic accounts. The main objective is to ensure our customers are deriving maximum value and utilization from our technology and services via relationship-focused client management. As the primary point of accountability, the Key Customer Success Manager develops strategic relationships, provides value creation, solution expansion, and ensures overall customer satisfaction. This is accomplished by cultivating trust, creating alignment of executive level customer contacts, and customer advocacy. Additionally, this role drives results through strategic business reviews and strategic account plans and owns the customer value proposition. This includes gathering and translating the VOC, contract negotiations, identifying opportunities, developing the customer improvement roadmap, budgeting, and continuous improvement through standardized project management methodologies.


  • Grow Profitably:

    • Manage top and bottom lines of the accounts (~$3M+ in Net Revenue annually)

    • Global account P&L / Financial management, including expense management

    • Maintain monthly revenue projections and accurate resource allocation

    • Leverage customer specific data, requirements, and expectations to create viable supply chain solutions

    Global Capabilities:

    • Champion the enterprise technical and operational capabilities to customer goals and requirements

    • Manage customer expectations and requirements and plan desired outcomes aligned with strategy

    • Develop collaborative strategic plan reflecting both the customer and TMC visions

    • Advocate and utilize the enterprise project-based delivery model

    Customer Relationships:

    • Align internal and external business functions across all global regions to support long term strategic plan

    • Develop initiatives and manage projects to support customer value proposition

    • Develop trusting strategic relationships with executive level customer contacts and align 3x3 leadership

    • Drive the holistic plan to ensure operational excellence and serve as an escalation point

    • Align with customer on business management processes and planning cycles

    • Understand industry and market trends and apply to customer strategy and business reviews

    • Stay informed of changes within customer business through regular customer communication


    • Provide guidance and mentoring to the Service Delivery teams

    • Promote a collaborative culture within the team

    • Foster a mindset of growth and continuous improvement

    • Other duties or responsibilities as assigned according to the team and/or country specific requirements

Required Qualifications:

  • Bachelor's degree from accredited college or university

  • 4-6 years of related industry experience

  • Ability to travel up to 25% (domestically and internationally)

Preferred Qualifications:

  • Advanced proficiency in Microsoft Office Suite of programs

  • Knowledge of Supply Chain and/or Logistics industry

  • Presentation experience with internal and external key decision makers

  • Demonstrated experience in consultative and strategic sales

  • Ability and desire to work in a fast-paced environment

  • Strong negotiation and conflict resolution skills

  • Advanced written and verbal communication skills

  • Demonstrates skill of managing internal and external customer expectations

  • Proven ability to build, lead, and foster a team-oriented environment

  • Values a diverse and inclusive work environment

Equal Opportunity and Affirmative Action Employer

C.H. Robinson is proud to be an Equal Opportunity and Affirmative Action employer. We believe in equality for all and celebrate the diversity of our employees, customers and communities. We believe this increases creativity and innovation, drives business growth and enables engaged and thriving teams. We're committed to providing an inclusive environment, free from harassment and discrimination, where all employees feel welcomed, valued and respected.

Affirmative Action Employer/EOE/M/F/Disabled/Veteran


We are proud to offer a top-tier benefits package, including medical, dental, vision, life and disability insurance, prescription drug coverage, paid parental leave, paid holidays and paid time off (PTO), 401K, employee stock purchase plan, as well as a broad range of career development opportunities.

About C.H. Robinson

From the produce you buy, to the water you drink, C.H. Robinson delivers products to people all around the globe. We are one of the world's largest 3rd party logistic providers. Join our diverse team to innovate, solve problems, have fun and thrive.

This job has expired.

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