Elise Gerlach
Barrington,IL
Summary
Driven by a commitment to empowering teams and creating meaningful change, I bring over 15 years of experience in creating growth and customer experience excellence in dynamic environment. I am passionate about creating a strong sense of community within teams, recognizing that great ideas and success are built on a foundation of trust. I enjoy working with people to create meaningful relationships with stakeholders and foster collaboration towards a unified vision. I feel energized when I am creating exceptional experiences that resonate with customers and elevate brand loyalty. Eager to leverage my expertise in a high-growth role that embraces creativity and strategic impact
Overview
18
18
years of professional experience
1
1
Certification
Work History
Vice President, Customer Success
C.H. Robinson
Chicago, IL
08.2023 - Current
- Co-facilitated VOC market research in Automotive and Healthcare verticals, leveraging that information to prioritize tech enhancements that support the customer’s industry needs
- Created and launched vertical go-to market training program for all employees within Commercial job family—aimed at upskilling employee acumen and business development capabilities in four targeted verticals (Automotive, Energy, Healthcare and Retail)
- Led cross functional and cross-divisional project team initiative for 3PL volume growth through 4PL managed solutions, increasing brokerage freight under management dollars from $335M to $365M.
Vice President, North American Surface Transportation
C.H. Robinson
Chicago, IL
08.2021 - 08.2023
- Led org of 150+ commercial facing employees, 400+ customers with $750M in annual gross revenue
- Created and deployed mid-market segment strategy, generating 12% volume growth and 10% net revenue increase in a contracting market
- Established and implemented mid-market CX strategy—achieving highest divisional NPS in our segment for four straight quarters in 2023
- Created segment annual strategic plans, budgets, forecasts, and review cycle criteria
- Defined and deployed enhanced Commercial disciplines for Sales and Account Management job families, inclusive of activities, KPIs and performance goals.
Transformation Strategy Leader
C.H. Robinson
Chicago, IL
06.2019 - 08.2021
- Led Commercial development workstream team of six, creating and deploying content to help educate and support our employees through Network of the Future initiatives: Content and release of new virtual on-boarding track for CAS hires
- Customer Account Specialist role performance goals, job description, compensation
- Career lattice framework to help Commercial employees and leaders understand potential career opportunities available to them based on skill acquired in current position
- Segment value proposition document used by our employees and leaders to guide conversations on unique internal and external value of each of our segments
- Delivered over $24M in cost savings ($2.4M over expected) through the implementation of Go to Market project work
- Developed, coached, and reinforced the Commercial Go-To-Market Value Stream in agile strategy, leading to the team’s adoption of agile practices to progress and deploy project work
- Led and contributed to change management strategy for Commercial Go-to-Market, resulting in network engagement and understanding of the strategy
- Facilitated business strategy sessions, resulting in progressive thinking on how to advance our business leadership alignment to vision, scope, and key results for the divisions strategic objectives.
Director of Account Management
RIM logistics
Roselle, IL
05.2018 - 06.2019
- Responsible for management and support of 6 direct reports and ~30 indirect reports (Direct: Managers of Customer Success and Global Account Manager), including: financial goals, performance management, coaching, P&L coaching, business growth and retention, negotiation support and integration of program strategy
- Worked with Sales leadership to design a customer centric, integrative approach for Sales, implementation, and retention process, which led to a 70% improvement in customer feedback scores on implementation process
- Created and deployed roles for the account management job family, including responsibilities, compensation models and program goals/strategy
- Developed and implemented CRM tools to support account management routines, leading to improved role focus and efficiencies
- Engaged with top 10 C-level client contacts as executive sponsor to collaborate on strategy and support successful partnership with RIM.
Strategic Account Manager
C.H. Robinson
Chicago, IL
01.2014 - 05.2018
- Designed and implemented perfect order fill process that delivered $1.5 million supply chain savings over a two-year roll out
- Developed single-source strategy, inclusive of analytics, for CPG customer that resulted in improved on-time to RAD performance from 78% to 95% within a 1-year period and $200,000 reduction in retailer penalties for the same period
- Accountable to annual account budgets between $75-$200 million for a portfolio of clients—overseeing, and leading growth and retention strategy and communicating across global account teams
- Built client brokerage strategy for quality assurance program, resulting in traceability and supply chain custody compliance
- Led virtual and on-site teams account teams of between 10-30 employees—setting strategic initiatives, aligning execution strategy to customer needs, and articulating value
- Built rapport, coordinated key resources, and led growth with the C Suite, VP and Director level contacts.
Operations Supervisor
C.H. Robinson
Chicago, IL
06.2010 - 12.2013
- Led an operations team of six direct reports to support activity for complex global clients, driving efficient processes that delivered commercial excellence
- Conducted performance reviews and assisted with facilitation of compensation packages
- Prepared monthly utilization and productivity reports; analyzed, assessed, and recalibrated resources to drive optimal results.
Key Account Manager
C.H. Robinson
Chicago, IL
07.2008 - 12.2013
- Led sales strategies that grew book of business on a portfolio of 2-5 accounts, $50-$100 million in spend, 5-10% annually through selling diverse service lines and aligning customers to capabilities
- Account Team awarded Carrier of the year by CPG customer for two consecutive years for leading robust performance and innovative solutions
- Facilitated annual strategic and quarterly tactical reviews with clients to engage in partnership planning, discussion of KPIs, market trends, and risk mitigation.
Account Manager
C.H. Robinson
Minneapolis, MN
10.2006 - 06.2008
- Sourced, on-boarded and managed a portfolio of specialized carriers
- Supported network accounts through management of FFE, final mile and other specialized services.
Education
Bachelor of Arts - Spanish
University of Wisconsin-Eau Claire
01.2006
Skills
- Strategy Development and Execution
- Client Engagement Strategy
- Leading through Change
- Coaching and Mentorship
- Agile Methodology
- Cross-Functional Collaboration
- Adaptable and Flexible
- Critical Thinking and Negotiation
- Team Building
- Continuous Improvement
- Critical Thinking
- Business Storytelling
- Analytical and Critical Thinker
Certification
APICS, CSCP
Activities
- Board of Directors, Chicago Traffic Club 2023-present
- Coach: Key Account Sales Program, 2017
- Coach: Women's Leadership Networking Circle, 2018
- Participant: Women's Leadership Networking Circle, 2013
- Women’s ERG: Marketing and Communications Committee Member 2020-present
- Women in Sales ERG member 2020-present
Timeline
Vice President, Customer Success
C.H. Robinson
08.2023 - Current
Vice President, North American Surface Transportation
C.H. Robinson
08.2021 - 08.2023
Transformation Strategy Leader
C.H. Robinson
06.2019 - 08.2021
Director of Account Management
RIM logistics
05.2018 - 06.2019
Strategic Account Manager
C.H. Robinson
01.2014 - 05.2018
Operations Supervisor
C.H. Robinson
06.2010 - 12.2013
Key Account Manager
C.H. Robinson
07.2008 - 12.2013
Account Manager
C.H. Robinson
10.2006 - 06.2008
Bachelor of Arts - Spanish
University of Wisconsin-Eau Claire