CUSTOMER SUCCESS MANAGER - GLS US GROUP : Job Details

Job Type Full-timeDescriptionAbout Our CompanyGLS is a global leader in Parcel logistics. As part of our rapidly growing U.S. operations, you'll join a dynamic global workforce that is redefining the parcel transportation industry. We are dedicated to transforming the market by building an organization known for strong employee retention and a team of industry veterans passionate about logistics. As a subsidiary of International Distribution Services you will be part of unique global logistics organization that includes Royal Mail and GLS Europe, bringing a unique value proposition to the market. With faster ground time-in-transit, high accountability, and a personalized touch in every interaction, thousands of companies across all industries rely on GLS to deliver their critical parcels and freight every day. We are excited to expand our team with customer-obsessed professionals who are ready to make an impact!RequirementsPosition SummaryThe Customer Success Manager role is focused on on-boarding, retaining, and developing customers that are serviced out of their home location. They will be responsible for all revenue at their location and take steps to ensure that GLS is providing exemplary services to meet the needs of customers and see their continued growth. While this role is not explicitly a Sales role, and will not be making cold-calls, it will be supporting the sales process in both on-boarding and customer growth development. In this role, you will be part of a team that embraces diverse perspectives and encourages innovation. We are building new solutions in an entrepreneurial environment and challenging the status quo of the industry. This position reports to the local Depot Manager, with a dotted-line to Sales Leadership. It will lead our efforts delivery the highest quality of service to our customers while growing our total share of the market. The ideal candidate will be highly personable and friendly with a strong capability for problem solving. The role will be talking with customers, developing relationships, and asking for additional business where possible. Success will be defined by a high capability of understanding GLS services and communicating this to customers while helping develop success pathways. We are relentless in our pursuit of creating a world-class experience for every customer. Are you ready to join a fast-growing organization and make a meaningful impact?What We Are Looking For:

• A business development mindset with a focus on service and growth
• Proficiency and ability to learn the Parcel transportation landscape
• Strong problem solving skills
• Experience working in a service industry with contract repeat customers
• Strong account management and retention strategy skills
• Ability to orchestrate and align decision-makers around common objectives
• Strong social and relationship building skills

As the Customer Success Manager, You Will:

• Interact daily with the Depot Operations to understand how service is looking
• Review new customer performance and follow-up on opportunities
• Engage in sales leadership meetings and support on-boarding and follow-up activities for your market
• Visit customer locations when appropriate for situations like new starts, requirements gathering, new volume development, and relationship building
• Gather customer insights and collaborate cross-functionally with Marketing and Operations to drive continuous quality improvement

Qualifications Desired:

• Bachelor's degree (BA/BS)
• Proven ability to navigate complex, matrixed enterprise organizations
• Experience building relationships with customers at all organizational levels
• A goal-oriented individual with a desire to succeed and a demonstrated ability to take initiative
• Exceptional verbal and written communication skills
• Proficiency in Microsoft Office (Excel, Word, PowerPoint, Outlook)
• CRM experience, with Salesforce.com experience being a plus
• Excellent organizational and presentation skills
• Strong time management skills
• Highly energetic, motivated, and a self-starter
• Strong decision-making, problem resolution, and creative thinking skills
• Must be authorized to work in the United States

Benefits for Full-Time Employees:

• 401K with employer matching
• Healthcare benefits
• PTO/Sick Leave

EEO Commitment:GLS is committed to fostering a diverse workforce and is an Equal Employment Opportunity (EEO) employer. We welcome all qualified applicants and strive to select the best-qualified candidate for each position. Applicants will receive fair and impartial consideration without regard to race, sex, color, national origin, age, disability, veteran status, genetic data, gender identity, sexual orientation, religion, or other legally protected status, or any other classification protected by federal, state, or local law. GLS complies with all employment discrimination laws and regulations and is committed to doing what's right.