Does helping leading organisations achieve world-class performance sound exciting? Well keep reading, because Competitive Capabilities International (CCi) is looking for a seasoned Client Success Manager - Supply Chain to join our Europe team.
About Competitive Capabilities International (CCi)
At CCi, our mission is to help build efficient and sustainable organisations that empower people to do their best work. With our continuous improvement platform and digital applications, we help businesses unlock greatness in everyone on the journey to world-class performance.
CCi has a 35-year track record of helping leading organisations build competitive capability through maturity-based best practice implementation. We are immensely proud of our continuous improvement solution, TRACC, which has transformed over 3000 supply chains in more than 75 countries.
About this role
The Client Success Manager, Supply Chain (CSM, SC) has the overarching responsibility for a portfolio of CCi’s global and regional clients as they manage all aspects of their TRACC journey to ensure a consistent and exceptional client experience while growing and protecting sustainable, long-term relationships focusing on strategic needs of the client while generating and maximizing revenue for CCi. They are most concerned about lifetime value of the client and on/up selling with a strong commercial orientation. The role is referred to as the CEO of the client.
While having direct ownership for a number of identified clients this role will support the overall deployment of Supply Chain in Europe. The position will help develop and grow the region by supporting client’s consulting and business needs. The CSM, SC will have a target number of personal consulting billable days to work towards per year. Approx 50% of this role will involve consulting, delivery and deployment with Clients in Europe supporting a portfolio of clients in the Europe region.
Our Client Success Manager, Supply Chain is a full-time (37.5 hours per week) or part-time role (30 hours per week, which can be worked over 4-5 days) with flexible working arrangements. CCi is keen to work around the successful applicants life commitments, work life balance is important at CCi. This is a permanent and remote / home-based position that requires up to 50% travel in both the UK and Europe. Location ideally in London, Surrey, Birmingham, Manchester, the Home Counties or Central Scotland but can be based anywhere in the UK.
With this in mind, you will make an impact by:
Business analysis & development
Develop and strengthen client relationships to ensure the highest level of client service and experience is provided
Drive client value from product and ensure client goal achievement
Proactively network with decision makers within key client organisations and maintain regular contact with them
Grow existing key accounts & promote the company’s solutions & expertise with clients
Investigate growth opportunities within client organisations continuously engaging with them to meet their needs, facilitating analysis & solutions, promoting new ideas (e.g., LSW or outside partners)
Analyse sales performance data to assess future potential, inform client strategy and to build business intelligence
Develop and maintain an expert knowledge of the client’s market and the competitive environment, to ensure that the company remains the provider of choice
Understand regional, departmental and functional implications of clients’ strategies on the functions the company interfaces with
Client experience, longevity and relationship management
Build strong relationships with global and regional clients and ensure that effective processes are in place to deliver the service from the company to the client
Expand contacts within client organisation and maintain strong relationships with key decision makers to acquire deep client understanding, determine business plans and future requirements and identify opportunities to on/up-sell the company’s services to maximise revenue and manage the client’s interests and lifetime value
Consistently manage client expectations, by acting as the key interface between the client and all relevant internal contacts. Ensure weekly engagements, keep work on track and manage slippages
Act as a point of escalation for any issues that arise, and resolve them in a professional and efficient manner
Attend regular meetings with global and regional clients for purposes of business development, marketing, performance feedback, resolution of conflicts. Solicit and act on client feedback efficiently and professionally
Act as a seasoned advisor, providing independent opinion on complex client problems & initiatives, and assist with decision making
Advocate on behalf of clients to more senior management, identifying approaches that meet clients’ needs as well as those of the company
Ensure the monitoring and execution of improved client satisfaction and longevity on key accounts by regional teams
Revenue generation & consulting
Analyse key statistical data to assess future potential & inform the development of a client engagement plan with a long-term perspective
Ensure there is a deep understanding of the TRACC product methodology, materials and tools to proactively develop the client management and client lifecycle management strategy to maximise revenue potential and to win repeat business from the client
Ensure that negotiations of key account terms, agreements & SLA’s/SoW’s result in commercial terms and service standards that are clear and consistent across the client organisation
Attend workshops & networking events to raise the company’s profile and generate business opportunities
Lead client assessments of TRACC Best Practices and performance, to assess client's overall maturity stage
Guide clients in creating action plans to close the gaps identified during assessment and support them in the execution of those plans using TRACC knowledge
Able to implement core TRACC's (particularly but not limited to Leading & Managing Change, Value Chain Alignment, Supply Chain Foundations, Sales & Operations, Integrated Business planning, Warehouse & Transportation and Procurement)
Provide Supply Chain Management-related subject matter coaching where appropriate
Build an effective team of client interfaces
Interact with the regional and cross functional support team to drive all aspects of client success management responsibility where appropriate (project management, client acquisition, marketing, Finance, etc)
Influence internal stakeholders to ensure relevant SLA’s/SoW’s are met. Ensure that the target dates & KPI’s agreed with the client is met and that the relationship remains beneficial to both parties
Work closely with other client success managers to foster a cooperative internal environment and to share and promote best practices in providing exceptional client experience within the company, to articulate and clarify commercial priorities, and to help refine individual client strategies
Engage with all relevant stakeholders who can impact client performance
Facilitate the regional budgeted growth objectives and align the annual client account budget & target setting process with global and regional objectives
Monitor client account activities to ensure that goals and objectives are achieved and/or exceeded within prescribed time frames
Monitor the implementation and management of delivery of client programmes, including communication strategies, client training, issue resolution & required internal reporting, where appropriate
Monitor relevant communications with client organisations in collaboration with global & regional teams, including appropriate updates, reports, scorecards & invoicing to ensure compliance with client requirements
Ensure prompt resolution of service delivery issues of client concerns through close coordination between client experience & executing people
Regularly report to company on client status & issues
In order to excel in this role you will need:
Bachelor Degree in Engineering, Supply Chain, Logistics or a related field
MSc, MBA or similar secondary degree qualification is desirable
8 years’ corporate leadership, management and/or business development experience in Supply Chain / Manufacturing operations, with comprehensive continuous improvement experience
Business acumen for developing and managing global and regional clients and accounts
Strong commercial acumen
Expert knowledge of CCI products & systems
Proven record of selling in highly complex strategic environments
Able to understand the client’s needs and establish clear & mutually beneficial strategic value propositions in co-creation with client
Experience shaping and driving business strategy, able to see the big picture and to shape global strategy
Strong planning, organising and project management skills with the ability to effectively prioritise and deliver on multiple tasks and projects
Experience working in cross functional matrix orientated internal structures
Experience in working in multi-cultural environments
Advanced English language skills, additional European language (s) desirable
Personal relationship building capability
Strategic and commercial orientation
Team player with highly developed interpersonal skills, who can engage with people at all levels inside and outside the company and involve and collaborate with key stakeholders
Proactive, able to negotiate with both internal and external stakeholders at senior levels focused on partnership and client experience. Able to gain trust quickly and be direct and persuasive as well as diplomatic
Analytical ability to analyse and improve current practices, performance and company processes
Ability to identify opportunities and to build robust plans and winning proposals
Proactive and drives hard for results. Takes needed action to meet targets
Professional and credible with high standards of personal presentation
Willingness to travel extensively in the role, travel (required estimated % of time) up to 50%
At CCi we welcome diversity, in your role as Client Success Manager, Supply Chain you will support Europe across a number of countries, languages and cultures. You will also work with our Central team who are based in Cape Town, South Africa. We are proud of our Global offering and work to continue to evolve our diverse team allowing us continued inclusion. We value each individual voice encouraging curiosity and collaboration. We welcome all applications and will consider any reasonable adjustments in order to support candidates to perform as well as possible during the recruitment process.
To apply for this position, please click here.
Client Success Manager, Supply Chain
full-time or part-time (4 days a week)
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