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DocuSign Envelope ID: 103DC81A-DA34-4DDA-AAF4-6AAAB065D71F <br /> Mansfield's Customer Relationship Managers are organized geographically given the <br /> unique nature of the fuel market in certain parts of North America. <br /> Customer Relationship Manager job responsibilities include, but are not limited to: <br /> Relationship Management <br /> - Develop and implement a regular communication strategy to connect with <br /> customers at the corporate and/or local level; communication should be focused on <br /> high-level customer satisfaction components <br /> - Ensure smooth execution of operational initiatives and resolve operational <br /> challenges to drive higher levels of customer satisfaction. <br /> Ensure a consistent standard of excellence in the customer experience <br /> Assist in evaluating, and where applicable, improving Operational interactions <br /> with the customer <br /> - Advocate for the customer and attain the necessary resources and attention to <br /> quickly resolve operational concerns and issues <br /> - Lead periodic meetings with existing customers to review strategic priorities as <br /> defined by both the customer as well as Mansfield leadership, open projects, and <br /> current activities within the account, including annual reviews and the introduction of <br /> new support tools/reporting capabilities <br /> - Lead and manage special customer projects involving complex processes and <br /> data requirements <br /> Communication <br /> - Establish productive, professional relationships with key personnel; align key <br /> capabilities of Mansfield with the key priorities of the customers and partners. <br /> - Proactively work to understand customers' evolving fuels and logistics <br /> procurement landscape and engages key stakeholders to develop mutual performance <br /> objectives and critical milestones for quarterly review. <br /> - Coordinate with various departments to ensure high-level operational issues are <br /> resolved completely and in a timely manner on behalf of the customer and to meet <br /> account performance objectives <br /> - Autonomously identify, document, and implement best practices across all <br /> accounts. <br /> New Business Integration <br /> - Oversee integration of all new business including both new customers and new <br /> business for existing customers. This involves onboarding workflow meetings and the <br /> monitoring of account set-ups, account change forms, and reporting requirements <br /> - Participate in external integration meetings for all new business (new and <br /> existing customers) <br /> Prepare business rules for new customers <br /> Ensure all account information is setup correctly for tax and billing purposes <br /> Verify that all customer requirements are met and then communicate start up <br /> process with the customer <br /> - Provide expert advice on process improvement and creative alternatives for new <br /> business integration <br /> - Ensure smooth execution of operational initiatives and resolves operational <br /> challenges to drive higher customer satisfaction. <br /> Business/Technical Support <br /> - Lead change initiatives, provide experienced input, and participate in scoping of <br /> new technical offerings to support complex customer needs <br /> - Enhance customers' utilization experience of Mansfield Energy's technology <br /> offerings; focus should include the company website, FuelNet, and collaboration with <br /> BT for necessary permissions, passwords, security levels, etc. to drive overall support <br /> for customers' data needs <br /> - Oversee customer contract compliance including terms and conditions, freight <br /> rate updates, fixed price allocations, etc. on a monthly basis <br /> High-Level Issue Resolution <br /> Escalate complex issues appropriately to maintain superior customer satisfaction <br /> Proactively prepare strategies to prevent recurring issues from impacting <br /> customer retention <br /> Additionally, Mansfield's sales team works with customers throughout the life of each <br /> agreement ensuring Mansfield meets each agency's strategic priorities. The <br /> Government Sales team is also organized geographically and responsibilities include, <br /> but are not limited to: <br /> Relationship Management <br /> Prepare business rules for new customers <br /> Participate (by phone or in person) in new customer implementation meetings <br /> with customers <br /> Lead new customer implementation meetings with internal MOC departments <br /> Develop and implement a regular contact strategy to connect with existing <br /> customers <br /> Bid Number: RFP 121522 Vendor Name: Mansfield Oil of Gainesville <br />