CMA CGM

Customer Success Manager

CMA CGM

full-time

Posted on:

Location Type: Office

Location: Mississauga • Canada

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About the role

  • Serve as the primary point of contact for assigned accounts, ensuring consistent, high-quality customer service and satisfaction
  • Coordinate and direct customer service efforts across all station departments, working closely with managers and supervisors to maintain service standards
  • Develop, implement, and maintain standard operating procedures (SOPs) for each client and monitor adherence through regular reporting and reviews
  • Build and maintain strong relationships with local management, operational staff, and clients to ensure customer needs are met
  • Actively participate in product training sessions and maintain a deep understanding of company products, services, and operations
  • Provide expert oversight on multiple customer accounts, including resource planning, staffing, and support for new projects and long-term customer care
  • Build strategic relationships with key contacts within customer organizations to understand opportunities for creating value
  • Capitalize on value creation opportunities by working closely with the sales and operations management team to develop creative workable solutions to meet customer needs
  • In consultation with senior sales staff, develop business strategies that are consistent with the national vertical market to maximize margins and increase revenue growth
  • Facilitate regular meetings with clients and relevant operations staff to evaluate performance and receive updates from clients on challenges and future plans
  • Support BD and IT Pre-Sales teams in delivering world-class solutions in a timely and cost-effective manner
  • Lead strategic and operational planning for assigned customers, including analysis, budgeting, and development of customer strategies
  • Create and present to management reports concerning market planning and analysis, service offerings and the changing business environment
  • Facilitate requirements gathering and align technology initiatives with customer objectives
  • Oversee project pipeline and capital IT project portfolio, including preparation of proposals, cases, and initiation documents
  • Assist in developing annual operating and capital IT budgets for customers
  • Conduct ROI analysis for proposed solutions and provide guidance on prioritizing technology needs
  • Manage technology governance activities, including project approval, tracking, budgeting, and roadmap prioritization
  • Ensure service level alignment and assist in problem resolution, root cause analysis, and change implementation
  • Stay current on emerging technologies and industry innovations through continuous learning and professional engagement
  • Perform other duties as assigned.

Requirements

  • Minimum five years related experience
  • Minimum three years supervisory or management experience
  • Preferred: Bachelor’s degree in business, Marketing or a related field of study preferred or an equivalent combination of work experience and education
  • Minimum four years industry experience
  • Excellent written and verbal communication skills; ability to interact effectively across diverse teams and with customers
  • Strong analytical and problem-solving skills; ability to develop solutions for complex issues
  • Ability to read, analyze, and interpret general business periodicals, professional journals, technical procedures, or governmental regulations
  • Ability to write reports, business correspondence, and procedure manuals
  • Demonstrated leadership and change management experience
  • Proven ability to plan, organize, and manage multiple projects and priorities
  • Proficiency in Microsoft Office and web-based applications
  • Financial management experience, including budgeting and expense monitoring
  • Knowledge of company products, services, and IT/business process interdependencies
  • Experience implementing IT solutions and managing high-profile customer relationships
  • Strong influencing and negotiation skills to gain stakeholder commitment.
Benefits
  • A Competitive Compensation Package
  • Comprehensive Health & Dental Benefits
  • Professional Development Opportunities
  • Continuing Education
Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills & Tools
customer servicestandard operating proceduresresource planningbudgetingROI analysisproject managementtechnology governancebusiness strategy developmentdata analysisIT solutions implementation
Soft Skills
communication skillsanalytical skillsproblem-solving skillsleadershipchange managementorganizational skillsnegotiation skillsrelationship buildingstrategic thinkingteam collaboration
Certifications
Bachelor's degree in businessBachelor's degree in Marketingproject management certificationITIL certificationSix Sigma certificationchange management certificationfinancial management certificationcustomer service certificationbusiness analysis certificationleadership training certification