Manager, Customer Lifecycle I-II Position Available In Pitt, North Carolina

• Job Title
• Manager, Customer Lifecycle I-II
• Job Category
• Product Support
• Job Description
• What starts with
• YOU•, moves the world!

Hyster-Yale Materials Handling, Inc, a world-class manufacturer of industrial lift trucks, has an outstanding opportunity for an exceptional and talented

• Manager, Customer Lifecyle I-II
• based at our
• Greenville, NC
• location.

• What You Will Do:

• + Ensure customers are never let down during the aftersales journey by driving customer success, operational excellence, and retention from order to replacement for all Major Account customers.

+ Lead a business unit comprising Sales Operations and Service Operations personnel, managing the customer’s aftersales journey. + Oversee a Sales Operations team responsible for order and inventory management, ensuring flawless execution of customer commitments and minimizing marketing inventory carried by HYMH. + Manage the execution of OEM-led services (e.g., maintenance and centralized billing/Fleet Management) through the Service Operations team for Major Account customers under contract. + Strengthen customer relationships by identifying and mitigating pain points through strategic collaboration and strong dealer relationships to support retention and growth. + Develop, implement, and execute processes to manage Major Accounts from order receipt to invoice, ensuring flawless execution of customer expectations. + Oversee inventory and forecast management, order quality assurance, pricing and program compliance, and financial services renewal processes.

• Sales Operations Excellence:

• + Order Quality
• establish and maintain performance standards and accountability measures to ensure order quality. + Design, implement, and drive adoption of an integrated sales process, including management of handoffs between Major Accounts, dealers, and customers. + Act as business owner for sales order technology
• engage with NOVO, Corporate and Dealer IT leaders, and outside vendors to ensure adoption of best practices and leading CRM, Sales Engagement, and Sales Enablement platforms. + Working Capital Management
• provide leadership and oversight in managing the company’s investment in marketing inventory.

Collaborate with commercial leaders and dealers to remove obstacles to shipping and installing finished goods inventory in a timely manner. + Lead the team responsible for delivering value-added OEM services that ensure productivity, uptime, and lowest cost of ownership for Major Account customers. + Provide accurate and timely management of service events that drive customer value and retention while generating aftersales revenue and profit. + Promote a thorough implementation process by effectively training team members and dealers on the requirements needed for effective service delivery per specific contractual obligations. + Deliver market-leading fleet management services that drive customer satisfaction and promote acquisition of HY products to support market share growth.

• Strategic:

• + Continuously improve and innovate processes and systems that support the order-to-replacement journey.

+ Monitor key performance indicators that measure employee and customer health, satisfaction, and retention. + Ensure appropriate staffing levels to meet or exceed customer expectations while controlling costs. + Collaborate effectively with dealers to ensure contractual service performance. Conduct structured business reviews with dealers to identify and close performance gaps. + Cultivate internal and external relationships to leverage company synergies that support customer success and retention. + Lead and proactively manage direct reports to ensure successful performance and accountability. + Promote an environment of growth and development aimed at achieving overall employee success.

• What You Will Need (Education):
• + BS Degree in a business-related field from an accredited college or university. + Seven to ten years of relevant business experience.

• Skills, Experience & Abilities:

• + Strong business, critical thinking, and organizational skills.

+ Ability to define, plan, and manage projects, programs, and teams independently and strategically. + Demonstrated effective leadership skills to engage and motivate individuals across departments and levels, building collaborative teams that support business solutions. + Experience and proficiency with order management systems, CRMs, quoting, service platforms, and other business tools (Salesforce.com preferred). + Outstanding written and oral communication and presentation skills, with advanced expertise in Microsoft Office Suite. + Ability to develop innovative system and process architecture that reduces manual touches while increasing services provided to customers. + Ability to assess situations to determine importance, urgency, and risk, making timely decisions in the best interest of the customer and organization. + Financial management skills, with an in-depth understanding of balance sheets and P&L statements. + Understanding of the lift truck industry, truck applications, and service management areas of the business.

• Travel:

• + Less than 15%
• Who we are:
• _Hyster-Yale Materials Handling, Inc, designs, engineers, manufactures, markets, and services a complete range of application-tailored lift trucks, attachments and fuel cell solutions that are transforming the way the world moves materials.

As a global leader in the Materials Handling industry, Hyster-Yale Materials Handling, Inc, have been building relationships with our customers, suppliers, dealers, and employees for over 90 years._

• What we offer:
• _Hyster-Yale Materials Handling, Inc, offers competitive pay, tuition reimbursement, supportive work environment, hybrid work option, and opportunities for growth and development.

A full benefits package:

paid time off; medical, dental, vision, and life insurance, employer-sponsored profit sharing and 401(k)._ #LI-TE1 #LI-HYBRID

• Job Type
• Permanent
• Time Type
• Full time
• Work Hours
• 40 •Travel Required•1-10% •Primary Location•HY US Greenville, NC (Headquarters) •Address•1400 Sullivan Drive •Zip Code•27834 •Field-Based•No •Relocation Assistance Available•No •We are an equal opportunity employer with an excellent benefit package including medical, dental and life insurance, 401(k) and profit sharing.
• EOE/Minorities/Females/Veterans/Disabled

•