Sr. Customer Success Manager, R360

Plantation, Florida, United States DHL Customer Solutions & Innovation req78872 28/05/2019

Senior Customer Success Manager

Global supply chains are becoming increasingly complex and geographically spread. Natural disasters, adverse weather, political unrest, cargo theft – all of these events can cause disruption in the supply chain. DHL Resilience360 is a cloud-based platform that helps companies to visualize their supply chains across multiple tiers down to purchase orders, shipments and inventory. The solution supports risk management by building risk profiles and identifying critical hotspots, to ultimately initiate mitigation activities. In near-real time, the solution provides alerts on incidents that could disrupt the supply chain and business networks. With this new product, Deutsche Post DHL supports both small and large companies in maintaining and protecting their business operations.

The Resilience360 team is managing a fast growing, award winning, value-add product within Deutsche Post DHL. We desire a self-driven, ambitious individual that can encapsulate the team’s entrepreneurial spirit in driving the product’s growth in the region.

Note: This position is a part of the Resilience360 Inc., which is a joint venture between DP DHL and Columbia Capital.

1. Job Purpose (5 items max)

  • Driving customer implementations, understanding customer needs, building strong customer relationships, leading implementation projects and managing a growing Customer Success team

2. Principal Accountabilities (10 items max)

  • Drive customer adoption of the Resilience360 product after contract finalization
  • Manage key customers and ensure high customer satisfaction
  • Manage complex customization projects and ensure successful and on-time implementations
  • Communicate project status internally to sales, operations and product management as well as externally to the customer
  • Understand customer needs and align resources and communication
  • Build strong customer relationships through personal commitment, on-site customer visits and successful project management
  • Grow and manage the US Customer Success team
  • Manage customer relationships from an operational, data management and configuration stand-point, communicate customer requirements with development team
  • Identify upsell opportunities
  • Ensure high quality map of complex supply chain networks
  • Enable the central team in prioritizing data quality topics that need to be addressed to providers
  • Support customer consulting studies with data analysis and preparations of results
  • Manage partners to whom data management activities have been outsourced
  • Help position DHL as a thought-leader in supply chain risk management
  • Identify topics for product development that can be relevant to both internal and external stakeholders and lead new product development projects as “stretch assignments”
  • Coordinate team projects and maintain constant communication with the wider team to understand and implement data

3. Knowledge, Skills and Experience (10 items max)

Primary & Advantage

  • 5+ years of experience in a customer-facing position
  • 3+ years of experience in the IT sector
  • High affinity to IT, IoT, SaaS, and cloud computing
  • Exceptional communication skills
  • Strong project management skills
  • Strong problem-solving skills
  • Analytics / Statistics skills
  • Data analysis, Excel skills, knowledge of VBA and data mining software would be beneficial
  • Needs to be able to act in a global environment
  • Understanding of cultural related differences and behavior

Facts and Figures

  • Working Hours


  • Business Unit

    DHL Customer Solutions & Innovation Americas

  • Travel Required

    Below 50%

  • Employment Type

    Permanent Full-Time

  • Work Permit Required


  • Shift Requirement

    Day time only