Job Title

Manager, Customer Lifecycle I-II

Job Category

Product Support

Job Description

What starts with YOU, moves the world!  

Hyster-Yale Materials Handling, Inc, a world-class manufacturer of industrial lift trucks, has an outstanding opportunity for an exceptional and talented Manager, Customer Lifecyle I-II based at our Greenville, NC location. 

What You Will Do:

Ensure customers are never let down during the aftersales journey by driving customer success, operational excellence, and retention from order to replacement for all Major Account customers.Lead a business unit comprising Sales Operations and Service Operations personnel, managing the customer’s aftersales journey.Oversee a Sales Operations team responsible for order and inventory management, ensuring flawless execution of customer commitments and minimizing marketing inventory carried by HYMH.Manage the execution of OEM-led services (e.g., maintenance and centralized billing/Fleet Management) through the Service Operations team for Major Account customers under contract.Strengthen customer relationships by identifying and mitigating pain points through strategic collaboration and strong dealer relationships to support retention and growth.Develop, implement, and execute processes to manage Major Accounts from order receipt to invoice, ensuring flawless execution of customer expectations.Oversee inventory and forecast management, order quality assurance, pricing and program compliance, and financial services renewal processes.

Sales Operations Excellence:

Order Quality – establish and maintain performance standards and accountability measures to ensure order quality.Design, implement, and drive adoption of an integrated sales process, including management of handoffs between Major Accounts, dealers, and customers.Act as business owner for sales order technology – engage with NOVO, Corporate and Dealer IT leaders, and outside vendors to ensure adoption of best practices and leading CRM, Sales Engagement, and Sales Enablement platforms.Working Capital Management – provide leadership and oversight in managing the company’s investment in marketing inventory. Collaborate with commercial leaders and dealers to remove obstacles to shipping and installing finished goods inventory in a timely manner.Lead the team responsible for delivering value-added OEM services that ensure productivity, uptime, and lowest cost of ownership for Major Account customers.Provide accurate and timely management of service events that drive customer value and retention while generating aftersales revenue and profit.Promote a thorough implementation process by effectively training team members and dealers on the requirements needed for effective service delivery per specific contractual obligations.Deliver market-leading fleet management services that drive customer satisfaction and promote acquisition of HY products to support market share growth.

Strategic:

Continuously improve and innovate processes and systems that support the order-to-replacement journey.Monitor key performance indicators that measure employee and customer health, satisfaction, and retention.Ensure appropriate staffing levels to meet or exceed customer expectations while controlling costs.Collaborate effectively with dealers to ensure contractual service performance. Conduct structured business reviews with dealers to identify and close performance gaps.Cultivate internal and external relationships to leverage company synergies that support customer success and retention.Lead and proactively manage direct reports to ensure successful performance and accountability.Promote an environment of growth and development aimed at achieving overall employee success.

What You Will Need (Education):

BS Degree in a business-related field from an accredited college or university.Seven to ten years of relevant business experience.

Skills, Experience & Abilities:

Strong business, critical thinking, and organizational skills.Ability to define, plan, and manage projects, programs, and teams independently and strategically.Demonstrated effective leadership skills to engage and motivate individuals across departments and levels, building collaborative teams that support business solutions.Experience and proficiency with order management systems, CRMs, quoting, service platforms, and other business tools (Salesforce.com preferred).Outstanding written and oral communication and presentation skills, with advanced expertise in Microsoft Office Suite.Ability to develop innovative system and process architecture that reduces manual touches while increasing services provided to customers.Ability to assess situations to determine importance, urgency, and risk, making timely decisions in the best interest of the customer and organization.Financial management skills, with an in-depth understanding of balance sheets and P&L statements.Understanding of the lift truck industry, truck applications, and service management areas of the business.

Travel:

Less than 15%

Who we are: 

Hyster-Yale Materials Handling, Inc, designs, engineers, manufactures, markets, and services a complete range of application-tailored lift trucks, attachments and fuel cell solutions that are transforming the way the world moves materials. As a global leader in the Materials Handling industry, Hyster-Yale Materials Handling, Inc, have been building relationships with our customers, suppliers, dealers, and employees for over 90 years. 

What we offer: 

Hyster-Yale Materials Handling, Inc, offers competitive pay, tuition reimbursement, supportive work environment, hybrid work option, and opportunities for growth and development. A full benefits package: paid time off; medical, dental, vision, and life insurance, employer-sponsored profit sharing and 401(k). 

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Job Type

Permanent

Time Type

Full time

Work Hours

40

Travel Required

1-10%

Primary Location

HY US Greenville, NC (Headquarters)

Address

1400 Sullivan Drive

Zip Code

27834

Field-Based

No

Relocation Assistance Available

No

We are an equal opportunity employer with an excellent benefit package including medical, dental and life insurance, 401(k) and profit sharing.

EOE/Minorities/Females/Veterans/Disabled