The Customer Engagement Manager position is responsible for managing assigned accounts, developing customer interest in additional Ryder services, and utilizing the Ryder Sales Process. The CEM's book of business will typically consist of smaller, less complex Local accounts with power fleet size opportunities of 1-4 units, smaller less demanding National accounts, and smaller coordinated accounts.
Requirements
- Attain or exceed assigned sales quotas and profit targets
- Maintain regular and consistent in person and virtual contact with customers
- Develop a sales penetration plan to expand Ryder's wallet share
- Segment account base by opportunity for growth, renewal (retention) and potential for risk of loss
- Present Ryder services and capabilities
- Develop relationships with all customer buying influencers
- Develop complete understanding of customers' business, goals, and objectives
- Work collaboratively with DTS/SCS to develop upsell opportunities
- Serve as facilitator between customers and Ryder departments or Ryder vendors
- Ensure contracted services are delivered to customers
- Orchestrate the development of a productive working relationship with the customer
- Maintain appropriate customer contact
- Understand and manage customer satisfaction perception
- Conduct regularly scheduled customer reviews
- Monitor VOC results by account
- Develop knowledge base of competitive alternatives and identify share of wallet opportunities
- Contribute to an effective transition of accounts sold upstream in Ryder's services portfolio
- Update CRM with relevant account specific details and interactions
- Proactively anticipate problems through continuous dialogue with customer & Ryder staff
- Supply customer with information regarding operational performance
- Learn customers business & Operations
- Provide customers with information on new services, changes in policies, and best practices for using the leased trucks efficiently
- Train and improve sales skills, industry knowledge and personal growth needs
Benefits
- Comprehensive health and welfare benefits
- Paid time off for vacation, illness, bereavement, family and parental leave
- Tax-advantaged 401(k) retirement savings plan
