Find Jobs
Find Jobs Near You – Available Work in Your Location
Skip to job details
E
Expeditors
Account Manager
Career Insights for Customer Success Manager
See where this job fits in the broader career landscape. Knowing your career path helps you see what's possible from here.
Scorecard
Based on California data
Review key factors to help you decide if this role fits your goals. How is this calculated?
What they do
A Customer Success Manager manages relationships with customers and works to make sure that customers are satisfied with a company's products or services. May provide technical or product support to customers. Establishes practices and policies to encourage good customer service. Manages customer success department staff.
$116,449 / year median in California
+1% projected growth
Job Description
Company Description"We're not in the shipping business; we're in the information business"
Job Description
Create and communicate a global strategic business plan in alignment with the customers' and Expeditors' company goals.
Penetrate customers' organization structure at all levels, developing relationships beyond the main point of contact at all locations.
Focus on product & GEO diversification by owning, being accountable for, and management of your sales pipeline to ensure you deliver revenue growth for Expeditors.
Improve your personal knowledge of your customers' supply chain and industry, their financial objectives, and general business goals in order to continually offer value add services. Create a network diagram to support you on this endeavor.
Initiate value add solutions based on Expeditors service offerings and technology.
Establish systems requirements (such as EDI) to better improve our customer connectivity and overall customer service.
Ensure global visibility and collaboration across Expeditors network (strategic updates, KPI's, service deliverables and initiatives).Follow our established bid process and engage key stakeholders so they are aware of, and actively supporting your efforts.
Create and deliver effective customer business reviews with emphasis placed on how Expeditors can support customers with achieving their goals and initiatives.
Establish and monitor performance standards according to agreed KPI's.
Ensure customer expectations are clearly documented (through SharePoint or Customer SOP) and communicated effectively.
Highlight and escalate customers at risk.
Ensure yields are managed and in line with company expectations with regular review either in SAS (CAM-GAM accounts), or through BI portal (LAM accounts).Ensure rates are kept up to date and communicated effectively to operations and customer either through customer SOP or SharePoint.
Ensure customer is properly set up in CRM & customer account according to CHQ expectations.
Document all meetings, opportunities and any other customer related information in CRM; and ensure data is accurate and consistent at all times.
Achieve and maintain acceptable scoring of related AM measurements including the engagement of corrective measures when applicable.
Travel when necessary.
Create and communicate a global strategic business plan in alignment with the customers' and Expeditors' company goals.
Penetrate customers' organization structure at all levels, developing relationships beyond the main point of contact at all locations.
Focus on product & GEO diversification by owning, being accountable for, and management of your sales pipeline to ensure you deliver revenue growth for Expeditors.
Improve your personal knowledge of your customers' supply chain and industry, their financial objectives, and general business goals in order to continually offer value add services. Create a network diagram to support you on this endeavor.
Initiate value add solutions based on Expeditors service offerings and technology.
Establish systems requirements (such as EDI) to better improve our customer connectivity and overall customer service.
Ensure global visibility and collaboration across Expeditors network (strategic updates, KPI's, service deliverables and initiatives).Follow our established bid process and engage key stakeholders so they are aware of, and actively supporting your efforts.
Create and deliver effective customer business reviews with emphasis placed on how Expeditors can support customers with achieving their goals and initiatives.
Establish and monitor performance standards according to agreed KPI's.
Ensure customer expectations are clearly documented (through SharePoint or Customer SOP) and communicated effectively.
Highlight and escalate customers at risk.
Ensure yields are managed and in line with company expectations with regular review either in SAS (CAM-GAM accounts), or through BI portal (LAM accounts).Ensure rates are kept up to date and communicated effectively to operations and customer either through customer SOP or SharePoint.
Ensure customer is properly set up in CRM & customer account according to CHQ expectations.
Document all meetings, opportunities and any other customer related information in CRM; and ensure data is accurate and consistent at all times.
Achieve and maintain acceptable scoring of related AM measurements including the engagement of corrective measures when applicable.
Travel when necessary.
Network Diagram review for all key customersIISB review for all key customersCustomer Engagement Toolkit
Retention RateRevenue GrowthProduct & GEO DiversificationRelationship AlignmentQualifications
Paid Vacation (first year prorated based off month of hire then eligible for 15 days)Holidays (10)Flexible Days (2)Paid Sick Time (accrual rate of 1 hour of sick time per 30 hours paid)401(k) Retirement Savings Plan with employer matchEmployee Stock Purchase Plan (ESPP)Medical, Prescription Drug, Dental & Vision CoverageHealth Savings Account (HSA)Life and Disability InsurancePaid Parental Leave (additional eligibility criteria)Dependent Care Flexible Spending Account (DC FSA)Commuter BenefitEmployee Assistance Program (EAP)Learning & Development ProgramEducational Assistance and ReimbursementAll your information will be kept confidential according to EEO Guidelines.
- Peter Rose, Expeditors FounderAs a Fortune 500 company, Expeditors employs more than 18,000 trained professionals in a worldwide network of over 300 locations across six continents.
Job Description
SCOPE OF POSITION
Develop, maintain and measure Expeditors' world-wide activity with your customer(s). Manage all aspects of our relationship to grow revenue and deliver exceptional customer service, including local and global alignment with our execution teams and the customer(s).REPORTING STRUCTURE
Customer Retention and Development ManagerPEER POSITION
District Sales Executive or Global Sales ExecutiveJOB EXPECTATIONS & KEY
RESPONSIBILITIESDedicate yourself to the success of Expeditors' and the customer using ethical business practices, personal commitment, passion, sacrifice and an obsession with the fundamentals of running the business.Create and communicate a global strategic business plan in alignment with the customers' and Expeditors' company goals.
Penetrate customers' organization structure at all levels, developing relationships beyond the main point of contact at all locations.
Focus on product & GEO diversification by owning, being accountable for, and management of your sales pipeline to ensure you deliver revenue growth for Expeditors.
Improve your personal knowledge of your customers' supply chain and industry, their financial objectives, and general business goals in order to continually offer value add services. Create a network diagram to support you on this endeavor.
Initiate value add solutions based on Expeditors service offerings and technology.
Establish systems requirements (such as EDI) to better improve our customer connectivity and overall customer service.
Ensure global visibility and collaboration across Expeditors network (strategic updates, KPI's, service deliverables and initiatives).Follow our established bid process and engage key stakeholders so they are aware of, and actively supporting your efforts.
Create and deliver effective customer business reviews with emphasis placed on how Expeditors can support customers with achieving their goals and initiatives.
Establish and monitor performance standards according to agreed KPI's.
Ensure customer expectations are clearly documented (through SharePoint or Customer SOP) and communicated effectively.
Highlight and escalate customers at risk.
Ensure yields are managed and in line with company expectations with regular review either in SAS (CAM-GAM accounts), or through BI portal (LAM accounts).Ensure rates are kept up to date and communicated effectively to operations and customer either through customer SOP or SharePoint.
Ensure customer is properly set up in CRM & customer account according to CHQ expectations.
Document all meetings, opportunities and any other customer related information in CRM; and ensure data is accurate and consistent at all times.
Achieve and maintain acceptable scoring of related AM measurements including the engagement of corrective measures when applicable.
Travel when necessary.
JOB EXPECTATIONS & KEY
RESPONSIBILITIESDedicate yourself to the success of Expeditors' and the customer using ethical business practices, personal commitment, passion, sacrifice and an obsession with the fundamentals of running the business.Create and communicate a global strategic business plan in alignment with the customers' and Expeditors' company goals.
Penetrate customers' organization structure at all levels, developing relationships beyond the main point of contact at all locations.
Focus on product & GEO diversification by owning, being accountable for, and management of your sales pipeline to ensure you deliver revenue growth for Expeditors.
Improve your personal knowledge of your customers' supply chain and industry, their financial objectives, and general business goals in order to continually offer value add services. Create a network diagram to support you on this endeavor.
Initiate value add solutions based on Expeditors service offerings and technology.
Establish systems requirements (such as EDI) to better improve our customer connectivity and overall customer service.
Ensure global visibility and collaboration across Expeditors network (strategic updates, KPI's, service deliverables and initiatives).Follow our established bid process and engage key stakeholders so they are aware of, and actively supporting your efforts.
Create and deliver effective customer business reviews with emphasis placed on how Expeditors can support customers with achieving their goals and initiatives.
Establish and monitor performance standards according to agreed KPI's.
Ensure customer expectations are clearly documented (through SharePoint or Customer SOP) and communicated effectively.
Highlight and escalate customers at risk.
Ensure yields are managed and in line with company expectations with regular review either in SAS (CAM-GAM accounts), or through BI portal (LAM accounts).Ensure rates are kept up to date and communicated effectively to operations and customer either through customer SOP or SharePoint.
Ensure customer is properly set up in CRM & customer account according to CHQ expectations.
Document all meetings, opportunities and any other customer related information in CRM; and ensure data is accurate and consistent at all times.
Achieve and maintain acceptable scoring of related AM measurements including the engagement of corrective measures when applicable.
Travel when necessary.
ONE-ON-ONE MEETING PREPARATION WITH
CRDMAccount Managers are responsible to meet regularly with their CRDM/DM to ensure they are on track with meeting AM expectations. Preparation for these meetings includes the following:Network Diagram review for all key customersIISB review for all key customersCustomer Engagement Toolkit
- AM to update presentation slides (12-24) for all key customersERS (Expeditors Revenue Summary) for all key customersSAS (Yield Management) CAM-GAM OnlyYield Management Reports
- LAM OnlyTime Spent Review
- start, stop, continue doingProduct-GEO-Value Add Diversification for all key customers
MEASUREMENT OF
SUCCESSMeet Expeditors AM measurement criteria as per below.Retention RateRevenue GrowthProduct & GEO DiversificationRelationship AlignmentQualifications
- Local applicants only
QUALIFICATIONS
University or equivalent business qualificationsMinimum 3 years Expeditors' or industry experienceProven work experience in business developmentKnowledge of Expeditors' product and servicesKnowledge of required Expeditors' operating systemsProficient in MS Office and CRM softwareAbility to communicate up and down management hierarchy with equal effectivenessStrong presentation skillsStrong analytical skillsProven problem solving and interpersonal skillsCharismatic with an ability to connectAdditional InformationExpected base salary: $70,304.00 Eligible for bonusExpeditors offers excellent benefits:Paid Vacation (first year prorated based off month of hire then eligible for 15 days)Holidays (10)Flexible Days (2)Paid Sick Time (accrual rate of 1 hour of sick time per 30 hours paid)401(k) Retirement Savings Plan with employer matchEmployee Stock Purchase Plan (ESPP)Medical, Prescription Drug, Dental & Vision CoverageHealth Savings Account (HSA)Life and Disability InsurancePaid Parental Leave (additional eligibility criteria)Dependent Care Flexible Spending Account (DC FSA)Commuter BenefitEmployee Assistance Program (EAP)Learning & Development ProgramEducational Assistance and ReimbursementAll your information will be kept confidential according to EEO Guidelines.