TMC, a division of C.H. Robinson hiring Director Customer Success Supply Chain/Logistics in Chicago, IL | LinkedIn (2024)

C.H. Robinson is currently hiring a Director of Customer Success to lead a team focused on driving successful customer outcomes. This role will complement Sales, Implementation, and Service Delivery teams by developing a proactive, long-term vision for customer journeys centered on adoption, value creation, and retention. Responsibilities include building a best-in-class Customer Success framework, overseeing strategic planning and business reviews, managing contract renewals, driving solution adoption and expansion, and standardizing account management practices.

Critical to your success is ensuring our customers are deriving maximum value and utilization from our technology and services via relationship-focused client management. Done properly, this drives successful outcomes such as contract renewals, revenue retention, revenue expansion and customer advocacy. If you’re a leader in transportation with a passion for building customer solutions, we invite you to apply today and contribute to C.H. Robinson’s ongoing commitment to customer excellence.

At C.H. Robinson, we believe that in-person collaboration is key to driving innovation and achieving success. In this role, you will work on-site with your team and peers five days a week, fostering creativity and producing impactful results through face-to-face interactions. Experience the full benefits of teamwork and immediate collaboration in a vibrant and engaging workplace.

Responsibilities:

• Develop and maintain strong senior-level relationships with customers (stakeholders and executive sponsors) to ensure alignment with business needs
• Drive the Customer Success team to foster and maintain strategic partnerships with customers, focusing on long-term business strategy and resource alignment
• Establish a Customer Success Management framework, including the planning and execution of Executive Business Reviews (QBRs) and implementation of account management best practices
• Provide leadership and growth opportunities to Customer Success Managers, encouraging a culture of cross-selling, upselling, and value-added services
• Collaborate with Service Delivery and Operational Excellence teams to align cost savings and performance improvement initiatives with customers' strategic goals
• Advocate for client technology requests and contribute to the ongoing strategic development of the technology roadmap
• Ensure high customer satisfaction through proactive account management and standardized operating procedures (SOPs)
• Manage customer account P&Ls, driving organic growth, profitability, and continuous financial improvement
• Lead and mentor the team by setting clear performance objectives, and providing regular feedback, coaching, and guidance for personal and career development
• Drive an inclusive culture that fosters employee engagement, supports diversity and inclusion initiatives, and ensures a positive work environment

Required Qualifications:

• Bachelor’s degree from an accredited college or university
• Minimum 8 years of professional experience in Customer Success/Account Management in supply chain or logistics
• Minimum 5 years of directly leading and developing teams
• Ability to travel up to 35% (domestically and internationally)

Preferred Qualifications:

• Master’s Degree from an accredited college or university
• Strong influencing ability that drives optimal solutions with customers
• Previous experience in a direct revenue generating role with specific targets and proven evidence of achieving
• Strong verbal and written communication to all levels of the organization, including senior level executives
• Demonstrated experience managing large customer escalations and developing action plans to get both immediate and long-term improvements; via corrective and preventive actions
• Excellent analyst and problem-solving skills
• Ability to proactively identify challenges and recommend creative solutions
• Previous Account Management experience in logistics or supply chain
• Values a diverse and inclusive work environment

Questioning if you meet the mark? Studies have shown that women, people of color, and individuals with disabilities may be less likely to apply unless they match the job description exactly. Here at C.H. Robinson, we’re building a diverse and inclusive workplace where all employees feel they belong. If this position excites you, we welcome you to apply whether you check all the preferred qualifications or just a few. You may just be our next great fit!

Equal Opportunity and Affirmative Action EmployerC.H. Robinson is proud to be an Equal Opportunity and Affirmative Action employer. We believe in equality for all and celebrate the diversity of our employees, customers and communities. We believe this increases creativity and innovation, drives business growth and enables engaged and thriving teams. We’re committed to providing an inclusive environment, free from harassment and discrimination, where all employees feel welcomed, valued and respected.

Affirmative Action Employer/EOE/M/F/Disabled/Veteran

BenefitsYour Health, Wealth and SelfYour total wellbeing is the foundation of our business, and our benefits support your financial, family and personal goals. We provide the top-tier benefits that matter to you most, including:

• Two medical plans (including a High Deductible Health Plan)
• Prescription drug coverage
• Enhanced Fertility benefits
• Flexible Spending Accounts
• Health Savings Account (including employer contribution)
• Dental and Vision
• Basic and Supplemental Life Insurance
• Short-Term and Long-Term Disability
• Paid and floating holidays
• Paid time off (PTO)
• Paid parental leave
• Paid time off to volunteer in your community
• Charitable Giving Match Program
• 401(k) with 6% company matching
• Employee Stock Purchase Plan
• Plus a broad range of career development, networking, and team-building opportunities

Dig in to our full list of benefits on OUR CULTURE page.

Why Do You Belong at C.H. Robinson?C.H. Robinson solves logistics problems for companies across the globe and across industries, from the simple to the most complex. With $22 billion in freight under management and 19 million shipments annually, we are one of the world’s largest logistics platforms and rank in the FORTUNE 200. We’ve been an innovator in logistics for over 100 years. Our global suite of services accelerates trade to seamlessly deliver the products and goods that drive the world’s economy. With the combination of our multimodal transportation management system and expertise, we use our information advantage to deliver smarter solutions for more than 90,000 customers and 450,000 contract carriers on our platform. Our technology is built by and for supply chain experts to bring faster, more meaningful improvements to our customers’ businesses.

As a responsible global citizen, we contribute millions of dollars to support causes that matter to us and our people. FORTUNE has named C.H. Robinson one of the World’s Most Admired Companies 2024, showcasing our position as a leader in our industry. Our commitment to excellence is further affirmed by being named a Great Place to Work 2023-24 by the Great Place to Work Institute, one of Forbes’ Best Employers for Diversity and one of America’s Greatest Workplaces in 2023 by Newsweek. Join us as we collaborate, innovate, and work as one global team to make life better and more sustainable for our customers, communities, and world. For more information, visit us at www.chrobinson.com.