**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)._ \#LI-TE1 \#LI-HYBRID **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**