Job Title: Customer Engagement Manager

About our company:

The Raymond Corporation is a division of the Toyota Industries Corporation. We empower you to do great work in a company with over 100 years of success, innovation and growth. Our Associates are the foundation of our continued success. If you’re innovative and enjoy the thrill of making things happen - share our vision and grow with us.

About our team:

We are hiring an experienced team player who serves as a trusted advisor, thought leader, and focal point to manage and improve customer satisfaction on key accounts. The Customer Engagement Manager will manage multiple stakeholders (internal and external), communicate roadmaps for projects and initiatives, lead with a solutions-based mindset, and execute on goals. They also have a strong passion for the data ecosystem and for deeply understanding our customer's business needs and objectives.

The Customer Engagement Manager understands the balance between meeting our customer’s goals and Raymond capability. This includes managing gathering and prioritizing product and customer requirements, defining the product vision and roadmap, and collaborating closely with cross functional teams including our Solution & Support Centers (S&SC’s) to deliver industry leading solutions.

About the position:

• Strong communicator that drives conversations with customers to demonstrate alignment between customer needs Raymond and S&SC solutions, promoting identified opportunities for growth.
• Work with cross-functional teams to amplify the voice of the customer and escalate their needs, issues, and requests to the proper internal teams and S&SC’s delivering on time solutions.
• Schedule and lead recurring weekly, monthly, and QBR meetings depending on the customer success plan and engagement strategy. Build & deliver customer facing material with a high attention to detail and limited review.
• Determine current and future customer and market needs through market intelligence and voice of customer efforts. Amiable personality, able to think and act from both customers and Raymond’s perspective.
• Work closely with engineering, project, and product management for product roadmap, strategic product planning, RFP response, and life cycle management. Act as an interface to champion the development of next generation solutions and services.
• Engage with and provide direction to senior management on business needs, challenges, opportunities, RFP’s and financial implications. Create programs, strategy, and content to increase market share and revenue.
• Prioritize tasks, manage multiple activities, monitor project progress, and report program statuses to customer and executive management in a timely fashion. Escalate situations as required.
• Sense of urgency to meet customer requirements and commitment to customer service & satisfaction.
• Demonstrate sophisticated business judgment on both the part of the Sales and Service Center and the Company.
• Cultivate a collaborative regional & local team culture that promotes accountability, innovation, and continuous improvement.
• Provide input to senior management on pricing, product development, and marketing initiatives based on market feedback and sales trends.

About you:

• Bachelor’s degree in business administration, marketing, engineering or related field required.
• A minimum of six years of broad experience in a product management, product marketing, product engineering, or analytical role.
• Possess a sense of urgency to meet or exceed customer requirements and quality expectations.
• Excellent verbal and written communication skills, with the ability to communicate with all levels of the organization including senior and executive level staff as key to success.
• Ability to travel as required, up to 25%.

It would be nice if you had:

• Master’s Degree in business administration, marketing, engineering or related field.
• Experience in the forklift manufacturing industry, IOT, Industry 4.0, or tech company and the ability to successfully navigate in a fast-paced environment.

About the total compensation package:

Salary - $91,600 - $117,000 per year. Compensation depends on the selected candidate’s education and experience.

Relocation – This position may qualify for relocation. This is an onsite position.

Benefits - We recognize the value of a comprehensive benefits program for our employees and work tirelessly to make sure our package meets the needs of our employees and their families. Eligible employees can elect and participate in a variety of benefits including:

• Vacation available on day 1
• 10 paid holidays
• Medical and Rx Plan options
• Dental and Vision Plan options
• Employee Assistance Program (EAP)
• Flexible Spending Accounts (FSA) for medical and dependent care
• Life Insurance and AD&D
• Short-Term and Long-Term Disability
• Accident, Critical Illness, and Indemnity Insurance
• ID Theft Protection
• Comprehensive 401(k) retirement plan with company match
• Profit Sharing Plan based on annual profitability
• Long-Term Care Insurance
• Vacation, Sick, & Volunteer Time
• Tuition Aid Program