Platinum Customer Manager Minnetonka 19424

Minnetonka, MN

Location: Minnetonka, MN

Summary: 

The Platinum Customer Manager (PCM) is responsible for the health, satisfaction and retention of assigned National accounts. The PCM relies heavily on experience and judgment to plan for and accomplish customer driven objectives and shall work to anticipate and maneuver around customer concerns. At the start of implementation, the PCM will assist in creating an implementation project plan, identifying the tasks and individuals to perform each task and may assist in designing user training and documentation thru the rollout phase. The PCM will also add value by periodically assessing their customer’s business practices and recommending paths for improvement (utilizing all available tools and PeopleNet applications). The PCM will also be responsible for helping to implement changes or ROI initiatives recommended by a PeopleNet Professional Services Consultant. The PCM shall provide onsite (4x annually) and remote support.

Responsibilities:

• Conduct conference calls to set agendas and expectations and summarize progress and tasks required
• Extensive knowledge of all PeopleNet tools and applications (displays comfort training in person or remotely)
• Comfortable presenting to management and related departments
• Comfortable conversing with all levels of Senior and Executive management
• Create process documentation and recommend process improvements (flowcharting)
• Conduct team building (generates excitement) and displays leadership within the customer environment
• Ability to manage projects to successful completion (may include
• Create professional training documentation to customer’s specifications
• Plan and conduct travel efficiently and economically  
• Monthly analysis of customer case/contact activity in CRM
• Additional duties as assigned

Required Skills

• Demonstrated ability to manage technical or customer escalations from start to conclusion
• Demonstrated ability to communicate and coordinate efforts cross functionally (internally and externally)
• Demonstrated verbal and written skills with a wide range of audiences
• Demonstrated proficiency using Microsoft Word, Excel and PowerPoint
• Demonstrated presentation experience
• Willingness to advocate (fiercely) on behalf of customer accounts
• Highly organized, consistently positive (sees solutions in place of roadblocks) and self-directed with proven ability to manage and prioritize multiple tasks in a fast paced environment   
• Displays agility in problems solving and decision making abilities
• Experience working in/servicing the transportation industry
• Create strong customer relationships with all levels of employees
• Consistently exceed customer expectations and earn high satisfaction survey scores
• Ability to travel (may exceed 60% of time)
• Bachelor’s Degree or seven years’ experience in a professional capacity

Preferred Skills

• Knowledge of PeopleNet tools and how they integrate with customer back office systems
• Flowcharting and process analysis experience
• Project management experience
• Experience working with programmers on integration projects
• Proficiency in Microsoft Projects and Visio
• Mobile communications and wireless experience
• System knowledge of 3^rd party dispatch applications
• Project Management Certification
• Transportation related certification (i.e. CTP) 

Competencies:

• Customer Focus
• Decision quality
• Interpersonal Savvy
• Learning on the Fly
• Negotiating
• Perseverance
• Problem Solving 

.