Welcome to blithequark
At blithequark, we are revolutionizing the way goods are moved and delivered to people all around the world. With our pioneering share-and-reuse business model, we are not only helping the world's biggest brands transport their goods more efficiently, safely, and sustainably, but we are also making a positive impact on the environment. As a global organization with approximately 13,000 employees operating in 60 countries, we offer a unique blend of international opportunities and a collaborative, dynamic work environment. Our commitment to diversity, inclusion, and work-life balance means that you can bring your authentic self to work and thrive in a culture that values and supports your growth and well-being.
About the Role
We are seeking an experienced Customer Success Manager to join our team and play a key role in delivering exceptional value to our customers. As a Customer Success Manager at blithequark, you will be responsible for managing a portfolio of key accounts, identifying opportunities to drive growth and improvement, and developing strategic plans to achieve our customers' goals. You will work closely with our customers to understand their needs, provide consultative support, and deliver tailored solutions that meet their unique requirements. Your expertise in account management, supply chain optimization, and customer success will be essential in driving business growth, improving customer satisfaction, and contributing to our company's mission to make a positive impact on the environment.
Key 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 blithequark's value proposition.
- Act as a trusted consultant to customers, advising on best practices to optimize blithequark 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.
Position Purpose
The Customer Success Manager will manage a portfolio of key accounts, delivering consistent and exceptional value. This role requires a balanced approach of strong data analysis and relationship management. The ideal candidate will improve customer satisfaction and loyalty within their assigned portfolio, protect and develop customer relationships to enable account growth, and utilize advanced skills in account management and time management to support all company and customer initiatives around total account health management.
Measures of Success
- Brambles Audit Compliance targets – 85% Closure & 85% Count Complete
- Asset Risk: YoY IPEP reduction & Audit SLA compliance
- Asset Risk: Asset Write Off Improvement YOY & Days to Reconcile Physical Inventory Counts
- Account Health Metrics: Cycle Time, Flow Thru Ratio, Ending Inventory Days (Retail) Escrow aging, Declaration Days, Neg. Balance aging, Problematic Transaction aging
- Ensure activities supporting customers and internal partners are performed in line with Service Level Agreements
- Monthly Account Health review compliance
- Salesforce Documentation compliance
- NPS and CSAT for Audit and Transaction Control and Reconciliation
- Effective tools and processes deployed for customer engagement
- Driving visibility and improvement on all standard account health KPI’s
Major/Key Accountabilities
- Maintain Total Account Health Management for assigned Portfolio of Accounts
- Conduct monthly account health reviews, communicating key account health metrics and helping customers compare their actual versus budgeted amounts.
- Identify value creation opportunities for customers, 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 blithequark equipment on rent, reconcile audits, and report back to clients on results in written format.
- Educate customers on best practices, improving processes and business for the benefit of stakeholders.
- Own and support account health-related processes to find solutions that drive strategic initiatives around improvement of account health and customer experience (CX)
- Lead multiple projects/workstreams at a time, including processes such as Escrow Validation and Elimination, Strategic Outreach, Negative Balance Campaigns, and Technology Development.
- Lead ideation sessions to develop metrics and tools that drive predictive account health, supporting future business model work with Serialization+
Challenges and Problem Solving
This role will require dealing with ambiguity, building buy-in across functions and customer base, and understanding the bigger picture needs. The ideal candidate will be able to prioritize, influence action across the business, and make decisions in accordance with the blithequark Authority Matrix. This role will be key to asset productivity performance for the region, and the successful candidate will be able to analyze, validate, and resolve customer invoicing disputes, drive process improvements, and identify volume and/or revenue growth opportunities.
Authority and Decision Making
- Influence in all day-to-day account health reporting and activities, with decision-making authority in accordance with the blithequark Authority Matrix.
- Working autonomously to manage account base, with the ability to analyze, validate, and resolve customer invoicing disputes.
- Process improvements and/or process design, with a focus on driving efficiency and improving the employee experience.
Experience and Skills
- 5+ years in customer service, supply chain, project management, or related field, with a strong preference for 2-3 years of experience in sales or customer service at blithequark or a similar organization.
- Excellent problem-solving abilities, with experience in process and quality analysis, as well as business process execution.
- Account Management, Active Learning, Adaptability, Cost Management, Cross-Functional Work, Curiosity, Customer Experience (CX), Customer Satisfaction, Digital Literacy, Emotional Intelligence, Empathy, Initiative, Operational Efficiency, Performance Analytics, Problem Solving, Process Improvements, Relationship Management, Service Delivery, Stakeholder Engagement, and Value Propositions.
What We Offer
At blithequark, we are committed to developing a diverse workforce where everyone is treated fairly, with respect, and has the opportunity to contribute to business success while realizing their potential. We offer a competitive compensation package, a dynamic and supportive work environment, and opportunities for growth and development. Our Hybrid Work Model allows for flexibility and work-life balance, and we are dedicated to creating a culture that values and supports the well-being of our employees.
How to Apply
If you are a motivated and experienced customer success professional looking for a new challenge, please submit your application to join our team at blithequark. We are an Equal Opportunity Employer, and we welcome applications from diverse candidates who share our values and are passionate about making a positive impact on the environment. Please note that we never conduct interviews via online chat or request money as a term of employment. If you have any questions about the legitimacy of an interview or job offer, please contact us at [email protected].
Conclusion
At blithequark, we are committed to making a positive impact on the environment and delivering exceptional value to our customers. As a Customer Success Manager, you will play a key role in driving business growth, improving customer satisfaction, and contributing to our company's mission. If you are a motivated and experienced customer success professional looking for a new challenge, please submit your application to join our team at blithequark. We look forward to hearing from you and exploring how you can contribute to our success.
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