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Customer Success Manager with Bus Development

Job Category: Sales
Job Type: Full Time
Job Location: Markham

Your Role:

Probus Logistics Inc. is looking for a Customer Success Manager to cultivate long-term, trusting relationships with our customers and business partners. The Customer Success Manager role is to oversee an assigned book of business, while looking for opportunities to grow accounts based on customer objectives that map to the value proposition of Probus Logistics Inc. offerings.

As a Customer Success Manager, it is your responsibility to support, engage and renew customers. As part of an account team the Customer Success Manager will partner with internal resources (marketing, sales, operations) in order to drive additional value for the customer. The Customer Success Managers’ proactive engagement efforts across the entire account will uncover new opportunities and identify risks which will contribute to a modified account plan.

If you are a customer-obsessed Customer Success Manager who thrives when you’re building and growing strong relationships with customers to meet mutually beneficial business goals and want to be part of a fast-growing company that is disrupting the 3PL industry in a big and positive way, we want to hear from you!

Your Responsibilities:

  • Onboarding and nurturing of new clients – setup for success.
  • Customer Value Realization: Responsible for understanding customer’s KPI’s becoming a trusted advisor and educator to enable customers to realize the full potential of our client.
  • Lead account strategy to understand customer requirements, and tailor-fit product capabilities and business relations accordingly.
  • Identify new ways the company’s platform can enable their partners to differentiate themselves in the market.
  • Champion and Advocate Customer Needs: Ensure customer needs and challenges are communicated and understood by executive and operational teams; anticipate future customer needs and proactively advocate internally to address them.
  • Drive Customer Retention: Monitor account performance and utilization of the company, using data to track key account metrics; plan and lead strategic on-sites with enterprise partners in order to maintain high levels of engagement across a broad group of internal and external stakeholders and to properly align on strategy.
  • Communicate and meet regularly with a book of enterprise customers to gain a deep understanding their business goals and needs; ensure that we are meeting or exceeding their expectations, goals, and key performance metrics so that we can further develop and grow accounts
  • Develop multiple relationships across all customer contacts and deliver a positive experience so that you can drive client retention and account growth
  • Develop and manage sales pipeline, prospect, and assess sales and move a large number of transactions simultaneously through the sales pipeline in order to achieve/exceed monthly metrics (ex: bookings targets / opportunities won).
  • Accurately manage pipeline and deliver monthly, quarterly, and annual forecasts to Probus Logistics Inc. management
  • Secure proper signed paperwork from partners and customers in accordance with Probus Logistics Inc. revenue recognition policy and pre-approved by Probus Logistics Inc’s Legal and Finance departments

Your Skills and Competencies:

  • A track record of successful business relationship management.
  • The role requires an individual who understands how to get things done in a large, complex organization through influence and collaboration.
  • Demonstrated ability to negotiate and provide alternative solutions to complex problems.
  • You have the expertise at the transaction and enterprise level. You lead prospects and customers as opposed to reacting to customer requests.
  • Excellent communication. You know what to say and more importantly, how to say it.
  • Highly driven individual with focus and a strong sense of urgency and a belief in Probus Logistic Inc.’s mission, vision, and values. You can go beyond relationship management.
  • You are comfortable working with G-Suite products (Gmail, Google Calendar, Google Drive, Google Docs).

Ideally You Will Have:

  • Bachelor’s degree in sales, marketing, or similar relevant experience
  • 5+ years working in challenging, Customer Success or Account Management roles, ideally within the logistics space, experience with GMP and Pharma/NHP/Cosmetics clients would be considered an asset
  • Proven ability to juggle multiple account management projects at a time, while maintaining sharp attention to detail and composure under pressure
  • Exceptional client-facing skills – enthusiasm, energy, poise, resourcefulness, and confidence 
  • Strong internal and external communication skills including verbal, written and active listening
  • Demonstrated ability to articulate and present the value proposition of Probus Logistics Inc. and influence credibly and effectively at all levels of the organization, including executive and C-level
  • Flexibility and adaptability, while being open to new ways of working in a traditional industry; we are disrupting an industry and always innovating!
  • Strong sense of ownership, urgency, and drive

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