Customer Success Manager I

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Job Description:

Summary
The E-Commerce Customer Success Manager I works closely with their 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 CSM will work with client brands to understand their needs and ensure the Whiplash application's end-to-end fulfillment solution is meeting and exceeding those needs. This role works closely with the key customer contacts, operations, information technology, the application development team, the parcel solutions team, and sales.
Essential Functions

• End-to-end responsibility for customer success in the delivery of the Whiplash e-commerce application’s fulfillment service offering for assigned accounts.
• 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 our 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.
• Consistently evaluate the capabilities of the Whiplash e-commerce fulfillment application and work directly with 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, working with the application development team, operators, and customers to ensure seamless deployment.
• Arrange QBRs and prepare executive and operation teams for QBR meetings.

Additional Responsibilities

• Performs other duties as assigned.

Skills and Abilities

• Excellent customer interaction / customer service skills.
• Strong analytical skills, in particular working with large data sets and BI tools.
• Strong communication skills: ability to work with external clients and internal stakeholders at multiple organizational levels.
• Up to 20% travel depending on growth, with an expectation that the selected candidate will regularly visit Ryder E-Commerce’s other US fulfillment nodes.
• 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.

Qualifications

• Bachelor's degree required or equivalent (8 or more years of work experience)

• Three (3) years to Five (5) years or more in e-commerce experience (either in fulfillment or retail)

Travel
20-30%
DOT Regulated
No

#INDexempt #LI-MF #FB

Job Category

Our Culture & Commitment:

At Ryder, you’re trusted to make an impact—while enjoying room to grow and having a voice that’s heard. Our culture is built on respect, collaboration, and shared pride in doing great work rooted in innovation and safety.

Your Voice. Your Success. The Future We Build Together.

Compensation Information:

The compensation offered to a candidate may be influenced by a variety of factors, including the candidate’s relevant experience; education, including relevant degrees or certifications; work location; market data/ranges; internal equity; internal salary ranges; etc. The position may also be eligible to receive an annual bonus, commission, and/or long-term incentive plan based on the level and/or type. Compensation ranges for the position are below:

Pay Type:

Minimum Pay Range:

Maximum Pay Range:

Benefits Information:

For all Full-time positions only: Ryder offers comprehensive health and welfare benefits, to include medical, prescription, dental, vision, life insurance and disability insurance options, as well as paid time off for vacation, illness, bereavement, family and parental leave, and a tax-advantaged 401(k) retirement savings plan.

Ryder is proud to be an Equal Opportunity Employer and Drug Free workplace.

All qualified applicants will receive consideration for employment without regard to race, religion, color, national origin, sex, sexual orientation, gender identity, age, status as a protected veteran, among other things, or status as a qualified individual with disability.

Important Note:

Some positions require additional screening that may include employment and education verification; motor vehicle records check and a road test; and/or badging or background requirements of the customer to which you are assigned. 

Security Notice for Applicants:

Ryder will only communicate with an applicant directly from a [@ryder.com] email address and will never conduct an interview online through a chat type forum, messaging app (such as WhatsApp or Telegram), or via an online questionnaire.  During an interview, Ryder will never ask for any form of payment or banking details and will never solicit personal information outside of the formal submitted application through www.ryder.com/careers.

Should you have any questions regarding the application process or to verify the legitimacy of an interview or Ryder representative, please contact Ryder at [email protected] or 800-793-3754.

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