What are the responsibilities and job description for the Manager Account Management position at Supply Chain?
Manager Account Management (US-O)
Would you like to join the Logistics Company for the World? DHL Supply Chain is just that.
Become an essential part of everyday life, by contributing to an organization that is Connecting People and Improving Lives. If you have a passion for people, a desire to problem-solve, and eagerness to pursue continuous improvement opportunities… we look forward to exploring career possibilities with you!
Job Description
The Account Manager will guarantee the prosperity of the designated business connection, both from a commercial and relational standpoint. This entails achieving excellent outcomes in Customer Experience (NPS) and Retention (renewal rate), specifically. The Account Manager serves as a vital link between customers, operational teams, and the broader DHL Supply Chain business, fostering cohesion and synergy.
Responsibilities
- Directs Customer Centricity Agenda (CXM, Meeting frequency, QBPs) and serves as the primary advocate for the customer's perspective.
- Engages in any potential Net Growth initiatives and transfers to Business Development.
- Establishes a wide-ranging network within the customer's organization and advocates for the value we have provided.
- As appropriate, collaborates with Marketing to enhance our visibility and reputation.
- Strategically aligns customer needs with operational objectives by facilitating mutually beneficial solutions; adeptly resolves conflicts.
- Monitors operational performance and proactively intervenes when customer satisfaction is at stake, readily engaging in problem-solving; maintains effective communication channels and escalates issues decisively, when necessary, as an Account Manager.
- Facilitates interaction between DSC internal parties (e.g. Ops, IT, OE, etc.) to complement the operational Continuous Improvement agenda.
- Introduces innovation, products, and capabilities to customers, fostering their commitment and encouraging (co-)investment.
- Assumes responsibility for the development and execution of the account plan, fostering collaboration among the account team.
- Schedules, prepares, and facilitates regular, forward-looking leadership meetings with customer (e.g., QBR/QBP) .
- Initiates, owns and sees through joint initiatives.
- Serves as the primary contact for the customer.
Required Education and Experience
- Bachelor’s Degree or equivalent experience of more than five (5) years, required
- Contract Logistics background/experience, preferred
- Leadership skills and experience, especially in matrix environments, preferred
- Commercial acumen and experience in a client-facing role, required
- Exceptional communication, facilitation and presentation skills at all levels, required
- Operational, Solution Design, and/or Consulting experience that involves facing customers, preferred
Our Organization has a business casual environment and focuses on teamwork, associate development, training, and continuous improvement. We offer competitive wages, excellent affordable insurance benefits (including health, dental, vision and life), 401K plan, paid vacation and holidays.
Our Organization is an equal opportunity employer.
