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Pioneer Cold Logistic Services Key Account Manager in Chicopee, Massachusetts

Purpose: The Key Account Manager will lead customer success initiatives, keep the company focused on customer outcomes and be responsible for cultivating and maintaining strong relationships across key accounts. This customer facing role bridges the gap between the customer needs / wants and Pioneer Cold operations and customer service. Will handle strategic process decisions so that operations and customer service can deepen their focus on working hands-on with customers in a more controlled and streamlined process. Responsible for driving key objectives for the business and turning data-driven insights into actions.

Essential Duties and Responsibilities:

  • Build solid, long-term relationships with key customers by staying in constant communication, efficiently resolving issues with alternate solutions, and ensuring that Pioneer Cold is in fact an extension of their supply chain.

  • Understand customer outcomes through ongoing collection and analysis of data and feedback and utilizing that data convert into effective onboarding and retention strategies.

  • Create and/or find tools and dashboards to help Pioneer Cold monitor useful customer facing metrics and health scores along with weekly and month-end reporting of KPI?s.

  • Forecast workload, capacity planning, audit, and improve customer success management workflows.

  • Share insight and relay the voice of the customer to all departments and support company-wide customer success alignment.

  • Serve as a product, company, and industry ambassador, keen on educating prospects and key customers on the capabilities of Pioneer Cold and stay out in front of potential opportunities (e.g., expansion) within the New England Cold Storage market.

  • Conduct periodic and timely customer success audits to ensure customers optimize our product/service, issues are resolved proactively, and customer goals are met and report results.

  • Conduct periodic risk management analysis or each customer and proactively evade dissatisfaction or lost business and ultimately drive retention throughout customer life cycle.

  • Identify and prioritize product/service updates that reflect customer requests, industry, market and competitor trends and report to key stakeholders.

  • May assist in the negotiation of contracts or service arrangements and monitor for contract compliance.

    Education and/or Work Experience Requirements:

  • Bachelor?s Degree or equivalent experience in Logistics Analytics, Customer Success, Sales, Business Development, or related field.

  • 1-3 years of supply chain, logistics, and analyst business experience.

  • Knowledge of WMS and experience with ERP integrations and implementations a plus.

  • Proven experience building strong customer relationships and efficiently communicating internal and external voices.

  • Data: Querying and scoping, analysis (Excel), summarizing (pivot tables, charts, slides, written explanation), reporting (dashboards, repositories)

  • Effective, clear, and concise communication skills, verbal and written. Propensity to synthesize complex concepts and data and present clear information to executives, cross-functional teams, and internal customers.

  • Ability to travel as needed.

    Physical Requirements:

  • Stand, walk; use hands and feet to finger, handle, or feel objects, tools, or controls; talk or hear; vision for reading, recording and interpreting information.

  • Use of computers, scanners, telephones, and other warehouse support and office equipment.

  • Occasional lifting and/or move objects ranging from 20 to 50 pounds.

  • Ability to work longer hours as needed to satisfy customer and seasonal requirements.

  • Frequent hand/eye coordination to operate computer keyboard and other office equipment.

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