CHEP · 2 days ago
Customer Success Manager
United States
Full-time
Remote
Mid, Senior Level
5+ years expCHEP is a global leader in supply chain solutions, and they are seeking a Customer Success Manager to enhance customer satisfaction and drive operational efficiency. This role involves managing key accounts, improving customer relationships, and implementing strategic initiatives to support sustainable growth.
Outsourcing
Responsibilities
Facilitate high-level customer discussions to identify immediate operational needs and establish long-term success plans aligned with shared goals and performance metrics
Align customer objectives with measurable outcomes, concentrating on sustainability, operational efficiencies, and cost-reduction strategies to create impactful solutions
Manage the creation and distribution of monthly performance scorecards, providing clear visibility into account health, supply chain performance, and value delivery
Identify and lead initiatives to enhance operational efficiency within customer supply chains, achieving targeted cost-saving goals and driving measurable improvements
Collaborate with internal teams and customers to define and implement strategic initiatives, delivering joint supply chain efficiencies and savings in line with CHEP’s value proposition
Act as a trusted consultant to customers, advising on best practices to optimize CHEP service offerings and drive process innovation for improved account management
Lead or contribute to process improvement projects aimed at increasing customer satisfaction, streamlining business operations, and enhancing the overall customer experience
Maintain Total Account Health Management for assigned Portfolio of Accounts
Conduct monthly account health reviews (via scheduled meeting), to include the communication of key account health metrics; helping them compare their actual versus budgeted amounts, tracking progress accordingly highlighting and speaking to such things as:
YoY Transactional Summaries
Audit preparation, count & reconciliation
Negative account balances
Problematic transactions such as: Unknown/Suspended/EDI Rejections
Flow thru ratio analysis
Manage and resolve any invoice disputes
Identify value creation opportunities for customers within your portfolio creating win-win opportunities and partnership synergies
Monitor and consistently action on pallet audits, reconciliation, negative balances, problematic transactions, DSO, CRM Cases/Tasks, etc
Audit CHEP equipment on rent, reconcile audits, and report back to clients on results in written format
Educating the customers on best practices (consultative approach). Continue to improve processes and business for the benefit of the stakeholders
Responsible for customer relationship management, customer loyalty, as well as direct account health management for assigned account portfolio
Responsible for root cause analysis of account health drivers, leveraging creative problem solving to provide alternative solutions as necessary
Secure business success and sustainable growth by recognition, reconciliation, and communication of any potential asset or profitability risks as they may arise
Work cross-functionally to identify and analyze issue root causes and ensure resolution plans are executed to drive supply chain excellence. Develop cross functional relationship to help deliver consistent message to the customer on the CHEP customer value program
Work to proactively service customers by anticipating their needs using trends and knowledge of the customer’s supply chain
Own and support account health related processes to find solutions that drive our strategic initiatives around improvement of account health and customer experience (CX)
Processes including but not limited to: Escrow Validation and Elimination, Strategic Outreach, Negative Balance Campaigns, Technology Development
Lead multiple projects/workstreams at a time
Lead ideation sessions to develop metrics and tools that drive predictive account health
Support future business model work with Serialization+
Role will support both direct team and broader customer operations organization. This person will need to drive influence across a broad array of teams and gain buy-in despite differing interests
Ensure all necessary approvals are obtained and aligned with the larger organizational initiatives (release monitoring and management)
Thought leader in the development of Customer Operations initiatives by providing process insight and documenting end to end processes
Support commercial and customer service leadership team through key indicator analysis
Qualification
Required
5+ years in customer service, supply chain, project management, or related field
2-3 years sales or customer service or similar experience is a strong preference
Excellent problem-solving abilities with experience in process & quality analysis as well as business process execution
Preferred
Account Management
Adaptability
Cost Management
Customer Experience (CX)
Customer Satisfaction
Empathy
Experimentation
Operational Efficiency
Performance Analytics
Process Improvements
Relationship Management
Service Delivery
Taking Ownership
Teamwork
Understand Customers
Value Propositions
Benefits
Benefits Day 1!
401K w/ company match (up to 4%)
FREE company-paid vision, short-term disability, and life insurance!!
Tuition reimbursement, parental leave, childcare assistance, profit sharing, and MORE!
Company
CHEP
CHEP helps move more goods to more people, in more places than any other organisation on earth.
10001+ employees
H1B Sponsorship
CHEP has a track record of offering H1B sponsorships. Please note that this does not
guarantee sponsorship for this specific role. Below presents additional info for your
reference. (Data Powered by US Department of Labor)
Distribution of Different Job Fields Receiving Sponsorship
Represents job field similar to this job
Trends of Total Sponsorships
2025 (8)
2024 (9)
2023 (12)
2022 (8)
2021 (17)
2020 (12)
Funding
Current Stage
Late StageTotal Funding
unknown2016-11-02Acquired
Leadership Team
Adrienne N.
Talent Acquisition Partner
Derek Ishler
Finance Business Partner, Automotive
Company data provided by crunchbase