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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