Director of Customer Success - Retail & e-Comm

CEVA Logistics provides global supply chain solutions to connect people, products and providers all around the world. Present in 170 countries and with more than 110,000 employees spread over 1,300 sites, we are well on our way to achieving our vision: to be a Top 5 global 3PL.

We believe that our employees are the key to our success. We want to engage and empower our diverse, global team to co-create value with our customers through our solutions in contract logistics and air, ocean, ground, and finished vehicle transport. That is why CEVA Logistics offers a dynamic and exceptional work environment that fosters personal growth, innovation, and continuous improvement.

DARE TO GROW! Join CEVA Logistics, and you will be part of a team that values imagination, encourages boldness and exemplarity, and is committed to excellence in everything we do. Join us in our mission to shape the future of global logistics as we become a global leader in the logistics industry. As we continue growing at a fast pace, will you “Dare to Grow” with us?

YOUR ROLE

Accountable for providing strategic leadership and management of a Contract Logistics Customer Success team (within a designated industry/region) with a focus on retaining business, providing operational excellence, account profitability, customer satisfaction, revenue retention, growth and strong accounts receivable management. Models and acts in accordance with our guiding principles and core values.

 

 

WHAT ARE YOU GOING TO DO?
 

• Lead all aspects of designated customer accounts, with a focus on managing customer relationships (issues, projects and escalations).
• Oversee and provide direction for the professional development and productivity of all assigned customer success managers and support staff to ensure proper goals, training, professional development and project requirements are met.
• Strategically support all aspects of customer relationship with a specific focus on customer satisfaction, operational performance for each assigned global account to ensure business retention, growth and development.
• Responsible for commercial terms and contract negotiations (with Legal), and ensure that existing contractual requirements are being complied with for all accounts.
• Create and deliver viable account plans/customer roadmaps, which achieve both the company and customer’s growth and business objectives. Including working with Business Development to identify new customer opportunities (and growth strategies) and oversee pricing proposals for existing customers (and manage delivery).
• Proactively communicate with leadership on KPIs, best practices and updates.
• Meet or exceed all company required targets or goals for yield, growth, business retention, collections, DSO and customer satisfaction.
• Understand and support the P&L and associated decisions that drive changes to the P&L, such as operational deliverables (cost/quality/delivery), customer pricing and cost allocations in order to support company profitability (and prevent revenue leakage)

 

WHAT ARE WE LOOKING FOR?

 

Education and Experience:

• Bachelor’s degree in Sales and Marketing, Supply Chain, Logistics or equivalent related work or military experience.
• 10 years of experience in the account management or sales of Contract Logistics and distribution solutions, sustaining and growing a portfolio of at least $50 million per year.
• Demonstrated success in the development and implementation of strategic business plan initiatives that support client business success in a global environment. Ability to analyze and help develop competitive and profitable pricing strategies. Knowledge of relevant sector vertical markets. Familiarity with global business practices affecting the supply chain.
• Demonstrated success in leading, supervising, managing and developing individuals and t