The Operations Success Manager (OSM) is a member of the Customer Success team responsible for ensuring our customers' overall success. The OSM manages a set of existing customers (a.k.a. a book of business) and supports new customers as assigned. While the OSM is involved during the onboarding of a new customer, their primary function is to own the ongoing relationship post-onboarding. The OSM is the primary point of contact for all day-to-day operational procedures. They work closely with other internal and external partners to provide best-in-class service to ensure our customers' operational success. The essential job duties include operational excellence, relationship management, cross-functional collaboration, and business technical support.ResponsibilitiesOperational Excellence
- Ensure service quality, efficiency, and accuracy meet operational excellence standards through ownership of the following processes, including but not limited to:
- Regularly performs proactive root cause analysis on recurring customer issues
- Monitors and maintains enhanced/complex reporting for customers
- Coordinate with various departments to ensure operational issues are resolved entirely and promptly on behalf of the customer and to meet account performance objectives
- Implement operational strategies to improve customer profitability
- Manage system contracts by evaluating contract dates and pricing to ensure continued profitability
- Oversee customer contract compliance monthly, including terms and conditions, freight rate updates, fixed price allocations, etc.
Relationship Management
- Develop and implement a regular communication strategy to connect with existing customers at the local level, focusing communication on customer satisfaction components
- Participate in customer business reviews seeking feedback on what's working and what can be improved operationally (i.e., including Quarterly Business Reviews)
- Own the communication with the customers while resolving operational issues indexing on over-communication to ensure they know their issues are important to us
- Develop an understanding of daily pricing strategies for each market, product, and customer based on market moves that can be leveraged to provide advice to customers
Cross-Functional Collaboration
- Collaborate with Sales Success Managers (SSM), Sales Team, and Sales Operations Team on new business, renewal of existing accounts, and additional products and services to ensure all offerings are effectively communicated between teams
- Advocate for the customer and attain the necessary resources and attention to resolve operational concerns and issues quickly
- Serve as the voice of the customer, advocating on their behalf regarding internal decisions that have direct and indirect customer impact
- Serve as the primary contact partnering with the Collections team to resolve complex customer issues to improve A/R as needed
- Regularly share best practices and learning opportunities with peers
Business Technical Support
- Train customers on Mansfield technology platforms (Website, FuelNet, FuelAll, etc.) to drive adoption
- Maintain permissions, passwords, security levels, etc., to drive overall support of customers' data needs
- Provide customer support on updates and system enhancements
Position RequirementsFormal Education & Certification
- Bachelor's degree or equivalent experience required
Knowledge & Experience
- 2+ years business to business experience preferably in a customer account management or customer relationship management role
- Petroleum Industry experience preferred
- Intermediate Microsoft Excel, Access and Outlook skills
Qualifications & Characteristics
- Working knowledge of sales and customer service
- Ability to create and present reporting and presentations in front of customers
- Strong attention to detail
- Strong written and verbal communication skills
- Strong analytical and problem-solving skills
- Ability to work in a team environment
Work Environment
- Hybrid work environment available once training is completed (3 days in the office, 2 days remote)
- Sitting for extended periods of time
- Dexterity of hands and fingers to operate a computer keyboard, mouse and other computer components
All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability or veteran status.