Manager, Customer Lifecycle I-II

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 e