JD Logistics is a global provider of technology-driven supply chain and logistics services. Established as a dedicated business group of in April 2017, JD Logistics serves a wide range of businesses and individual consumers, reaching nearly every corner of China. Continuously expanding its global network, JD Logistics is committed to enhancing global supply chain efficiency and sustainability through cutting-edge technology.
JD Logistics is seeking an experienced and results-driven Customer Success Manager to join our team in Seattle, WA.
As a Customer Success Manager for the Americas region, you will be responsible for building and maintaining strategic relationships with major accounts, driving business growth. Your focus will be to ensure high levels of client satisfaction, foster long-term partnerships, and expand business opportunities. This role requires an onsite presence at the client's location to engage with key stakeholders and other relevant departments.
PLEASE NOTE: Only candidates with knowledge/experience in end-to-end warehouse operation processes and supply chain services (ocean freight, fulfillment, last mile, etc.) will be considered.
Key Responsibilities
Strategic Relationship Management
- Establish and nurture long-term relationships with key accounts, ensuring a deep understanding of client needs and aligning our solutions with their business objectives.
- Use our ERP system to support customer operational and inventory needs
Business Development
- Identify and capitalize on new business opportunities and ad-hoc projects, driving revenue growth and achieving sales targets for the account.
Client Onboarding & Implementation
- Oversee seamless client onboarding and successful implementation of value-added services, ensuring a smooth transition and high customer engagement.
Customer Retention & Expansion
- Develop and execute strategies to enhance customer satisfaction, retention, and loyalty by proactively addressing concerns and providing tailored solutions.
Performance Tracking & Reporting
- Monitor and analyze key performance metrics, offering actionable insights and recommendations for continuous improvement.
Onsite Client Engagement
- Maintain a strong onsite presence at client locations, fostering in-person relationships, addressing real-time issues, and identifying opportunities for enhanced collaboration.
Industry Expertise & Advisory
- Leverage deep knowledge of the e-Commerce and 3PL industry, particularly fulfillment and warehousing, to provide strategic guidance and drive logistics transformation.
Required Qualifications
Experience
- 5-10 years in Customer Success, Business Development, or Account Management.
- Background in e-Commerce and/or 3PL strongly preferred.
- Additional expertise in the Fulfillment and Warehousing is a plus.
- Solid understanding of the end-to-end warehouse operation processes and supply chain (ocean freight, fulfillment, last mile, etc.)
Industry/Market Knowledge
- Strong understanding of the 3PL industry in the Americas region, with insights into market trends, regulatory requirements, and operational challenges.
Client Relationship Management
- Proven success in managing and expanding enterprise-level client relationships.
- Ability to learn to use our ERP system to support customer operational and inventory needs
Sales & Business Acumen
- Ability to identify new business opportunities and drive revenue growth through consultative selling.
Leadership & Team Management
- Experience leading and mentoring cross-functional teams.
Communication Skills
- Excellent verbal and written communication skills, with the ability to engage effectively with stakeholders at all levels.
Problem-Solving
- Strong analytical and decision-making abilities, with a proactive approach to resolving client challenges.
Education
- Bachelor's degree in Business Administration, Supply Chain/Logistics, or a related field.
- A Master's degree is an advantage.