, reporting to the Global Sr. Director Customer Success will support the INTRA by E2Open Marketplace and Data Business short term and long term goals of improving INTTRA product adoption, increasing INTTRA s network and revenue growth, successfully launching new products and services, and achieving and maintaining excellent customer service. The CSM will achieve these goals while working with an assigned set of key customers (Carriers FFs Shippers, etc. ) within a specific INTTRA by E2Open global region. CSM role will also include supporting and executing strategic and tactical INTTRA business product adoption and growth plans by means of understanding the operational and commercial process and needs of assigned customers,
and influencing internal and external customer teams to commit and deliver on growth plans. To assist INTTRA by E2Open with achieving customer growth plans CSM will be in a unique position to liaise between customers at both global headquarters and specific key regional locations, and with various teams and individuals across INTTRA by E2Open. Special focus will be placed on assigned Carrier & Key Customer post production support (product, platform and project, including technical & operational), and support of INTTRA s volume and product penetration efforts. The CSM will also leverage information and data provided by the full Service Delivery and Sales Organizations, as well as their own experience and INTTRA product portal knowledge, to contribute strategically to the company s lines of business, including influencing service delivery and product services roadmap development through VOC feedback, improving the end to end INTTRA customer experience, and when necessary, providing information and suggestions to assist sales with key customer growth activities and sales goal attainment. The CSM will finally act as the operational owner and Voice of Customer for her/ his assigned customer accounts. As the operational owner, the CSM will provide the customer and sales with a single point of contact for INTTRA s service performance and co-ordination of pre and post integration and professional service related activities.
Duties & Responsibilities:
Develop and maintain a deep, intimate understanding of INTTRA s product and systems, business, service and product roadmaps, corporate goals, and active strategic projects.
Leverage the above domain knowledge, with the same in-depth understanding of the customer s business processes and global ecommerce operations, to become the customer s trusted advisor related to INTTRA s portal, products and services.
Leveraging the insights developed above, act as the Voice of Customer to secure horizontal alignment, drive the prioritization, and action plan that will come in the form of customer specific programs, integration projects, report requests, escalations, and solution approaches that will improve performance results and the customer experience and align with the customer s and INTTRA s ecommerce transaction growth or adoption goals.
Assess customer behavior to recognize and share internally possible new revenue opportunities and provide alerts to Service Delivery and Commercial Sales regional management on customer retention risks.
Create annual Solution Review / Value Assessment plan for each assigned customer account, to ensure customer needs are met and getting maximum service value. Other teams (Sales, Product) may participate in this review to support specific business goals.
Identify and define the key INTTRA satisfaction factors for each of the assigned customer accounts, create a baseline view or rating against each of these factors (if one does not exist) and coordinate resources to meet and exceed customer satisfaction against each of these factors.
As needed, lead and conduct professional service discovery sessions, with at times the support of assigned Sales representatives or managers, to better understand and address carrier and customer needs, including technical readiness capabilities, prior to engaging on new (EDI or other) connections.
Based on the Commercial Growth Plans and on the operational needs shown by the customer, review and analyze customer data (reports, QCs, Integrations, INTTRA meetings, etc. ), and work with the line of business (product/ account) owner to integrate data into specific product roadmap and strategy.
Drive any tactical work efforts to resolve root cause of INTTRA customer anomalies or technical/ operational performance issues.
Utilize and manage a set of customer-specific scorecards or post implementation quality measurements as part of periodic on-site carrier and key global account service delivery review meetings to review service delivery roadmap plans, measure service delivery improvements, and review and align on areas of opportunity for INTTRA or the customer to increase the overall customer experience.
Manage the delivery of projects which address the business and technical needs of the assigned accounts witin budget and timeframes (upgrades, roll outs, and other transitions).
Coordinate account roll outs and ensure these are conducted in alignment with established sales, integration, SD or product launch upgrade project plans. Tasks will include (but may not be limited to) monitoring activity at customer/ carrier (trading partner) level with their counterparts within the Service Delivery or Sales organizations (in charge of revenue and transaction push), mapping and roll out coordination, support of ad hoc, post production complex issues, and error overview of post production data to ensure that DQ maintains standards achieved after the integration or product go live process. Job Specifications:
Education & Professional Qualifications:
BA/ BS. MS/ MBA in Business, International Business preferred.
Proven track record of achieving superior results against defined customer onboarding and account management metrics and goals.
Minimum 7 - 10 years experience in a customer facing role, including performing (or managing resources to perform) business process data and transaction analysis related to ecommerce transactions, as well as coordinating customer communications and driving service process improvements for customer s use of ecommerce software.
Minimum 2 years of project management experience.
Experience presenting complex eCommerce issues in simplified terms to technical and business audiences (internal and external), positioning INTTRA as a value added ecommerce solution provider.
Experience conducting business process workflow analysis, researching and understanding customer needs and expectations, and documenting and reviewing results with recommended solution path(s) or approaches with a wide variety of internal and external audiences.
Minimum 7 - 10 years in service and operations management experience for Carriers, Freight Forwards or Shippers in the Ocean Freight and Transportation Industry is a must.
EDI (EDIFACT, API, XML) is a plus, though minimal knowledge and understanding will be required.
Skills & Qualities:
Ability to influence others and situations without formal authority as well as ability to prioritize important business elements and influence decision makers to achieve desired results.
Must possess excellent analysis, communication (written and verbal), presentation, collaboration, coordination and interpersonal skills, and have demonstrated experience in documenting and presenting high level business process workflows, issues, gaps, and uses cases, including an understanding of complex ecommerce and data transaction system and processes. .
Knowledge of EDI (EDIFACT, ANSI, and XML) and other inter-business communication message formats and protocols.
Must be able to use independent judgment to identify and solve diverse problems and propose solutions by using solid analytical skills where limited precedent or guidelines exist.
Must be able to comfortably and effectively communicate to business and technical members across multiple levels of an organization.
Individual must be highly motivated, eager to participate in and contribute to continual improvement, and self-driven to excel with a Can do positive attitude, in a dynamic, demanding, and high-performance culture.
Willingness to take ownership coupled with ability to make decisions and take action based on factual analysis, balanced with experience and intuition.
Excellent organizational and reporting skills, with the ability to multi-task while proactively setting and managing work priorities in a pragmatic fashion.
Fluent in English and another language (Spanish, Portuguese, German or Mandarin Preferred).
Proficient in the use of Microsoft Word, Excel, PowerPoint, Outlook and familiar with MS Project and MS Visio. Special Work Requirements:
Early morning or evening teleconferences or web based meetings with US, Europe or Asia based colleagues, teams, and managers, as well as INTTRA s Customers, depending upon job location.
Occasional travel is required.,
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