Client Experience Manager

Client Experience Manager

Full-time | GemOne | Location - Olathe, KS 66062

Onsite - 40% Domestic Travel

GemOne is a TECH company within TVH Holding that aims at developing future-proof Smart Telematics solutions for optimal fleet performance management in multiple domains such as: track & trace, operational efficiency, security safety and service & maintenance. We offer cloud-based solutions and the necessary hardware components intelligently gather and enrich data of industrial equipment to streamline fleet management related processes.

To support the rapid and aggressive market growth of GemOne America's operations, we are looking for a Client Experience Manager. This position reports to the Client Experience Director - Americas and plays a critical role in supporting both internal and external customer needs throughout the entire customer life cycle, from pre-sale to post-sale.

YOUR ROLE AND RESPONSIBILITIES

House Account Management: Develop and nurture relationships with existing house accounts and potential clients. Identify opportunities for upselling and cross-selling while proactively addressing customer needs to drive sales growth.

House Account Visits: Conduct regular visits to existing customers to strengthen relationships, identify additional needs, and provide sales enablement for new sales reps at existing customers.

New End Users: Conduct presentations and visits to potential new customers to showcase products and services, effectively communicating value propositions and identifying opportunities for collaboration.

Project Management: Oversee high-profile projects involving multiple moving pieces, ensuring effective planning, coordination, and execution. Facilitate communication among stakeholders, manage timelines, and track project progress to achieve successful outcomes.

Customer Communication: Communicate proactively and positively with all customers, adopting a customer-first approach. Provide timely updates on order status, shipping confirmations, and any relevant information.

Cross-Functional Collaboration: Work closely with various internal departments to foster collaboration and achieve common goals. Break down silos and support a unified approach to customer service and sales.

Order Entry and Processing: Accurately enter customer orders into the ERP system, ensuring all necessary information is captured and orders are processed promptly.

Invoicing: Generate and issue invoices to customers, ensuring all billing information is correct and addressing any discrepancies quickly.

Order Tracking and Coordination: Coordinate and manage all activities related to tracking shipping and receiving, including the management of serialized parts upon shipment.

Customer Support Excellence: Serve as the primary point of contact for both internal sales teams and external clients (dealers and end-users). Address and resolve complaints regarding incorrect shipments, ensuring the highest level of customer satisfaction.

Efficient Issue Resolution: Investigate and manage resolutions for issues related to customer shipments or vendor product receipts, leveraging your warehouse experience to provide effective solutions.

HOW TO SUCCEED / YOUR PROFILE

• Minimum of 2 years in an Account Management or Customer Service role. Industry experience preferred but not required

• Excellent communication and organizational skills.

• Project management experience a plus

• Strong presentation skills with the ability to tailor messaging to a variety of audiences, including technical and non-technical stakeholders.

• A team player with a flexible attitude, but also a self-motivated individual who can work with minimal supervision by consistently taking the initiative to get things done.

• Strong analytical skills, result oriented and a sense of responsibility.

• Problem solving attitude and aptitude.

• Strong ability to work in multiple systems such as ERP, CRM, Warehouse Management Systems, etc.

• Intermediate level of proficiency with Microsoft Office Suite (Word, Excel, PowerPoint) and general technology.

• Proven ability to take initiative to accomplish tasks in creative ways.

• Ability to travel up to 40% - Domestically

WHAT'S IN IT FOR YOU

You'll be part of a people-centric culture where your well-being truly matters. Our comprehensive benefits package includes medical, dental, and vision coverage, along with unique perks like an onsite health clinic and an exceptional dollar-for-dollar 401(k) match up to 6%.

At our headquarters, you'll enjoy an onsite preschool, a full-service restaurant, and access to an onsite gym to help you stay active and energized. We also foster connection through regular team events and a collaborative, welcoming environment.

We also offer:

• Opportunities for professional development, including access to LinkedIn Learning and a variety of in-house and external training programs

• The chance to grow both personally and professionally in a dynamic, scale-up environment, backed by the strength and stability of a global company, TVH

PEOPLE ARE AT OUR HEART

TVH is a global business with a family atmosphere, where people are at the center. We value clarity, mutual respect, kindness and open communication. Our people are down-to-earth, easy to work and engage with. We welcome differences and celebrate new ideas.

ABOUT TVH

TVH is a parts specialist for quality parts and accessories for material handling, industrial vehicles, and construction and agricultural equipment. Working at TVH is opting for a company that excels as an international market leader and is well-known for its unstoppable craving for innovation.

TVH is an Equal Opportunity Employer. TVH will not discriminate against applicants based on race, color, religion, national origin, sex (including pregnancy and gender identity), sexual orientation, genetic information, or because they are an individual with a disability or a person 40 years old or older.