Customer Success Manager I

Location: Etna, OH / Columbus area. Monday - Friday, 9 am - 5 pm.

About the role

The E-Commerce Customer Success Manager I works closely with clients and Ryder E-Com operations. The CSM is responsible for the growth, development, and customer success of assigned Emerging or Enterprise e-commerce fulfillment accounts. This role works with client brands to understand their needs and ensure the Whiplash application's end-to-end fulfillment solution meets and exceeds those needs. The position collaborates with key customer contacts, operations, information technology, the application development team, the parcel solutions team, and sales.

Responsibilities

• End-to-end responsibility for customer success in delivering the Whiplash e-commerce application’s fulfillment service for assigned accounts.
• Serve as the key account liaison between the customer and the Ryder e-commerce operations team.
• Assist operations in understanding customer requirements and projections to ensure consistent execution and compliance with customer SLAs.
• Ensure customers understand Ryder’s capabilities and contractual operating responsibilities.
• Prepare regular reporting for customers.
• Monitor KPIs/SLAs and inform operators of any performance-related issues or concerns.
• Develop BI reporting based on data in the Whiplash and EVT platforms.
• Evaluate the capabilities of the Whiplash e-commerce fulfillment application and work directly with the application development team to plan, develop, and deliver enhanced capabilities.
• Actively track, manage, and resolve customer problems/issues; formalize the tracking and management process using CRM tools.
• Oversee the testing and implementation of new customer functionality, collaborating with the application development team, operators, and customers to ensure seamless deployment.
• Arrange Quarterly Business Reviews (QBRs) and prepare executive and operations teams for QBR meetings.
• Perform other duties as assigned.

Requirements

• Bachelor’s degree required or equivalent (8+ years of work experience).
• Three to five years or more in e-commerce experience (either in fulfillment or retail).
• Up to 20% travel, with regular visits to Ryder E-Commerce’s other US fulfillment nodes.
• Excellent customer interaction and service skills.
• Strong analytical skills, particularly working with large data sets and BI tools.
• Strong communication skills: ability to work with external clients and internal stakeholders at multiple organizational levels.
• Extremely strong organizational and planning skills.
• Ability to work in a fast-paced and changing business development environment.
• Ability to prioritize, multi-task, and work under tight deadlines.
• Effective written communication skills.
• Proven customer interaction and problem-solving skills.

Benefits

• Medical, dental, and vision benefits starting at 30 days.
• 401(k) savings plan with company match.
• Discounted employee stock purchase options.
• Quality employee discounts on tools, cars, appliances, travel, and more.
• All major holidays paid and paid time off within the first year.
• Up to 12 weeks of paid maternity leave.

Pay

Salaried position with a pay range of $75,000 - $90,000 yearly.