Customer Engagement Manager

Job Description :

Summary

The Customer Engagement Manager (CEM) position is responsible for the management of assigned accounts in the Business Unit (BU); the education/development of customer interest in additional Ryder services (including Full-Service Lease, Programmed Maintenance, Lease Financing and Fleet Management Services) by utilizing the Ryder Sales Process. The CEM's book of business will typically consist of smaller, less complex local accounts with power fleet size opportunities of 1-4 units, smaller less demanding national accounts, and smaller coordinated accounts whereby the economic buyer is not at this location(s).

This is a customer-facing, field-based role - you'll be on the road most days across the West Baltimore territory, not sitting behind a desk.

• Base salary: $62,000/year.
• 1st Year Potential Commission Earnings: $10,000 to $15,000 first year during ramp up

This role covers West Baltimore, Baltimore, Frederick MD, Hagerstown MD, and Howard County MD, working out of the West Baltimore location (branch 226). Overnight travel is rare - typically no more than once a year.

• Attain or exceed assigned sales quotas and profit targets
• Maintain regular and consistent in-person and virtual contact with customers to meet customer requirements
• Develop a sales penetration plan to expand Ryder's wallet share
• Segment account base by opportunity for growth, renewal (retention), and potential for risk of loss
• Present Ryder services and capabilities; develop relationships with all customer buying influencers
• Develop a complete understanding of customers' business, goals, and objectives
• Work collaboratively with DTS/SCS to develop upsell opportunities for the application of those services as appropriate
• Serve as facilitator between customers and Ryder departments or Ryder vendors
• Ensure contracted services are delivered to customers; orchestrate the development of a productive working relationship with the customer
• Maintain appropriate customer contact; understand and manage customer satisfaction perception
• Conduct regularly scheduled customer reviews and monitor VOC results by account
• Develop knowledge base of competitive alternatives and identify share of wallet opportunities
• Contribute to an effective transition of accounts sold upstream in Ryder's services portfolio
• Update CRM with relevant account-specific details and interactions
• Proactively anticipate problems through continuous dialogue with customers and Ryder staff
• Supply customers with information regarding operational performance; learn customers' business and operations
• Customer education - providing customers with information on new services, policy changes, and best practices for using leased trucks efficiently
• Ongoing training and improvement of sales skills, industry knowledge, and personal growth

• Performs other duties as assigned

Highly energetic and motivated, with a customer-service-first mindset. Sales experience is preferred; candidates without direct sales background should have Ryder (rider) experience instead. Candidates with both are the strongest fit - a Rental Account Manager (RAM) background translates especially well to this role.

• Sales skills, Required
• Account Management skills, Required
• Negotiation skills, Required
• Contractual leasing, Required
• Pricing, Required

• Bachelor's degree in business, marketing, or transportation, or equivalent experience, Required
• 2 years or more experience providing service to customers., Required
• 2 years or more experience selling to customers., Required

Yes, Greater than 60%

At Ryder, you’re trusted to make an impact—while enjoying room to grow and having a voice that’s heard. Our culture is built on respect, collaboration, and shared pride in doing great work rooted in innovation and safety.

Your Voice. Your Success. The Future We Build Together.

The compensation offered to a candidate may be influenced by a variety of factors, including the candidate’s relevant experience; education, including…