Customer Relationship Manager - Hybrid Schedule

The Customer Relationship Manager (CRM) nurtures and expands customer relationships and is responsible for meeting the tactical and strategic objectives of assigned accounts. This role represents and coordinates the entire range of company products and services sold to the customer. It also leads the development and implementation of key initiatives aimed at ensuring the assigned customers' needs and expectations are met The Customer Relationship Manager (CRM) serves as the operational point of contact for Mansfield Energy customers and manages the day to day functional relationship. This role is a member of a dedicated customer team and is responsible for providing a best-in-class customer experience. The essential job duties include relationship management, cross-selling, upselling, new business integration, business/technical support, account profitability optimization, and high-level issue resolution.

Responsibilities

Relationship Management

• Develop and implement a regular communication strategy to connect with existing customers at the corporate and/or local level; communication should be focused on high-level customer satisfaction components
• Ensure smooth execution of operational initiatives and resolve operational challenges to drive higher levels of customer satisfaction.
• Ensure a consistent standard of excellence in the customer experience
• Assist in evaluating, and where applicable, improving Operational interactions with the customer
• Advocate for the customer and attain the necessary resources and attention to quickly resolve operational concerns and issues
• Lead periodic meetings with existing customers to review strategic priorities as defined by both the customer as well as Mansfield leadership, open projects, and current activities within the account, including annual reviews and the introduction of new support tools/reporting capabilities
• Lead and manage special customer projects involving complex processes and data requirements

Communication

• Establish productive, professional relationships with key personnel; align key capabilities of Mansfield with the key priorities of the customers and partners.
• Proactively work to understand customers' evolving fuels and logistics procurement landscape and engages key stakeholders to develop mutual performance objectives and critical milestones for quarterly review.
• Coordinate with various departments to ensure high-level operational issues are resolved completely and in a timely manner on behalf of the customer and to meet account performance objectives
• Autonomously identify, document, and implement best practices across all accounts.

Account Profitability Support

• Analyze customer site-level profit and loss data to prevent recurring issues or missed opportunities
• Process ownership to drive improvement through others that result in optimizing account profitability
• Monitor sales and margin information by customer and remediate or optimize where applicable
• Work with other departments in the company to identify, locate and extract the data necessary to perform different types of analysis as required
• Assist in building reports and tools designed to help prosecute the business in a more efficient and precise fashion
• Work to identify and capitalize on key opportunities available to MOC within assigned accounts

Business Development

• Consistently evaluate contract details to determine renewal opportunities and options as well as prosecute cross-selling or growth opportunities
• Collaborate with Customer Operations on customer engagement to ensure all parties are coordinated and working together for customer retention and advocacy
• Develop an understanding of daily pricing strategies for each market, product, and customer based on pricing competitiveness and daily lifting

New Business Integration

• Oversee integration of all new business including both new customers and new business for existing customers. This involves onboarding workflow meetings and the monitoring of account set-ups, account change forms, and reporting requirements
• Participate in external integration meetings for all new business (new and existing customers)
• Prepare business rules for new customers
• Ensure all account information is setup correctly for tax and billing purposes
• Verify that all customer requirements are met and then communicate start up process with customer
• Provide expert advice on process improvement and creative alternatives for new business integration
• Ensure smooth execution of operational initiatives and resolves operational challenges to drive higher customer satisfaction.

Business/Technical Support

• Lead change initiatives, provide experienced input, and participate in scoping of new technical offerings to support complex customer needs
• Enhance customers' utilization experience of Mansfield Energy's technology offerings; focus should include the company website, FuelNet, and collaboration with BT for necessary permissions, passwords, security levels, etc. to drive overall support for customers' data needs
• Oversee customer contract compliance including terms and conditions, freight rate updates, fixed price allocations, etc. on a monthly basis

High-Level Issue Resolution

• Escalate complex issues appropriately to maintain superior customer satisfaction
• Proactively prepare strategies to prevent recurring issues from impacting customer retention

Position Requirements

Formal Education & Certification

• Bachelor's degree or equivalent experience

Knowledge & Experience

• 4+ years business to business experience preferably in a customer account management or customer relationship management role
• Petroleum Industry experience preferred
• Intermediate Microsoft Office suite skills required

Qualifications & Characteristics

• Working knowledge of sales and customer service
• Self-starter who is motivated to accept any challenges in order to achieve goals
• Ability to build relationships and work with people at all levels of the organization and external partners with different interests and needs
• Strong initiative and a quick learner with strong strategic thinking and analytical skills
• Highly efficient and detail-oriented with the ability to manage a significant volume of diverse tasks, activities, and projects, including both tactical and strategic projects
• Strong attention to detail
• Strong written and verbal communication skills
• Strong analytical and problem solving skills

Work Environment

• This is a full-time position. Work hours will vary depending on project deadlines, and the needs of the company. Typical workweeks may exceed the standard 40 hours. Occasional evening and weekend work may be required as job duties demand
• Environment may be fast paced and challenging
• Occasional national travel will be required for this position
• Sitting, moving about, occasional lifting (overhead, waist level) from floor, bending, frequent near vision use for reading and computer use
• Frequently engages in mental concentration, analysis, and formulation

Pay: $55 - $65,000

Bonus: $1,500.00 Annual Bonus

Full Benefits Information can be found here: https://communications.aleragroup.com/view/442309559/

Applications will be accepted until position is filled.