Director, Customer Success

CEVA Logistics provides global supply chain solutions to connect people, products and providers all around the world. Present in 170 countries and with more than 110,000 employees spread over 1,300 sites, we are well on our way to achieving our vision: to be a Top 5 global 3PL.

We believe that our employees are the key to our success. We want to engage and empower our diverse, global team to co-create value with our customers through our solutions in contract logistics and air, ocean, ground, and finished vehicle transport. That is why CEVA Logistics offers a dynamic and exceptional work environment that fosters personal growth, innovation, and continuous improvement.

DARE TO GROW! Join CEVA Logistics, and you will be part of a team that values imagination, encourages boldness and exemplarity, and is committed to excellence in everything we do. Join us in our mission to shape the future of global logistics as we become a global leader in the logistics industry. As we continue growing at a fast pace, will you “Dare to Grow” with us?

YOUR ROLE

Accountable for providing strategic leadership and management of a Contract Logistics Customer Success team (within a designated industry/region) with a focus on retaining business, providing operational excellence, account profitability, customer satisfaction, revenue retention, growth and strong accounts receivable management. Models and acts in accordance with our guiding principles and core values.

WHAT ARE YOU GOING TO DO?
 

• Lead all aspects of designated customer accounts, with a focus on managing customer relationships (issues, projects and escalations).
• Oversee and provide direction for the professional development and productivity of all assigned customer success managers and support staff to ensure proper goals, training, professional development and project requirements are met.
• Strategically support all aspects of customer relationship with a specific focus on customer satisfaction, operational performance for each assigned global account to ensure business retention, growth and development.
• Responsible for commercial terms and contract negotiations (with Legal), and ensure that existing contractual requirements are being complied with for all accounts.
• Create and deliver viable account plans/customer roadmaps, which achieve both the company and customer’s growth and business objectives. Including working with Business Development to identify new customer opportunities (and growth strategies) and oversee pricing proposals for existing customers (and manage delivery).
• Proactively communicate with leadership on KPIs, best practices and updates.
• Meet or exceed all company required targets or goals for yield, growth, business retention, collections, DSO and customer satisfaction.
• Understand and support the P&L and associated decisions that drive changes to the P&L, such as operational deliverables (cost/quality/delivery), customer pricing and cost allocations in order to support company profitability (and prevent revenue leakage)

WHAT ARE WE LOOKING FOR?

Education and Experience:

• Bachelor’s degree in Sales and Marketing, Supply Chain, Logistics or equivalent related work or military experience.
• 10 years of experience in the account management or sales of Contract Logistics and distribution solutions, sustaining and growing a portfolio of at least $50 million per year.
• Demonstrated success in the development and implementation of strategic business plan initiatives that support client business success in a global environment. Ability to analyze and help develop competitive and profitable pricing strategies. Knowledge of relevant sector vertical markets. Familiarity with global business practices affecting the supply chain.
• Demonstrated success in leading, supervising, managing and developing individuals and teams.
• Prior management experience and knowledge of business planning methodologies, competitive analysis, and strategy development. Demonstrated skills in organizational group process, problem identification and resolution at both a strategic and functional level.
• Experience with, or ability to understand, commercial implications of solutions proposed, potential areas of risk and methods to limit liabilities. Experienced in financial management (P&L, balance sheets, forecasting and budgets) to help support targeted return on investment.

Skills:  

• Intermediate proficiency in Microsoft Office, internet, web-based and job specific software applications and the ability to write reports, business correspondence and procedure manuals.
• Capable of communicating and interacting effectively with multi-functional and diverse backgrounds and ability to effectively present information and respond to questions from groups of managers, clients, customers and the general public.
• Strong planning, time management, collaboration, decision making, organization, presentation and negotiating skills. Skilled in collaborative management and motivational techniques.
• Proficient in project management methodologies with a focus on managing solution driven strategy plans to achieve goals.

Characteristics:

• Ability to articulate issues, present “pros and cons” and provide solutions to senior leadership.
• Uncompromised integrity.

Travel:

Travel is required at least 25% of the time.

WHAT DO WE HAVE TO OFFER?

With a genuine culture of recognition, we want our employees to grow, develop and be part of our journey. We offer a benefits package with a focus on your wellbeing. This includes competitive Paid Time Off, 401(k), health insurance and an employee benefits platform that offers discounts on gym memberships and a diverse range of retail, travel, car and hospitality brands, including important offerings like pet insurance.

We are a team in every sense, and we support each other and work collaboratively to achieve our goals together.

It is our goal that you will be compensated for your hard work and commitment, so if you’d like to work for one of the top Logistics providers in the world then let’s work together to help you find your new role.

ABOUT TOMORROW

We value your professional and personal growth. That’s why we share plenty of career opportunities for you to thrive within CEVA. This role can be the first step on your career path with us.  You can stay in the same job family, find a new family to grow in (an almost limitless number of options) or find your own path. Join CEVA for a challenging and rewarding career.

#LI-DNI

CEVA operates in a multicultural, global environment and is a richly diverse organization operating seamlessly as one company. We aim to attract, motivate and retain the best people in our industry, whatever their background.  We share the same passion to deliver world-class solutions to our customers. We have the best supply chain professionals in the industry and develop this talent in an inspiring work environment.

CEVA Logistics is proud to be an equal opportunity work place and an affirmative action employer.  All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability, age, veteran status or any other characteristic.  We are an Equal Opportunity Employer of Minorities, Females, Protected Veterans, and Individual with Disabilities.

Please note:  Legitimate CEVA Logistics recruitment processes include communication with candidates through recognized professional networks, such as LinkedIn or via an official company email address: firstname.lastname@cevalogistics.com. We recommend that you do not respond to unsolicited business propositions and/or offers from people with whom you are unfamiliar.

Information provided is true and accurate.  False statements or information will result in the application voided.

Outstanding benefits for employee and family including multiple health plans(company contribution to health savings account), prescription, dental and vision coverage.
Company paid life insurance, accident insurance, short- and long-term disability coverage and employee assistance plan.
Voluntary benefits including additional life insurance, AD&D coverage, buy-up short- and long-term disability, critical illness, identify theft & legal plan.
401(k) with company match.
Flexible Paid Time Off programs including company paid holidays.
Tuition reimbursement program.