Customer Success Lead

Buckeye is the premier infrastructure and logistics provider for the world's energy needs, both today and tomorrow. Since 1886, we have successfully navigated transitions in the way energy has been distributed to continually meet the needs of an evolving market and industry environment. Our people are a critical element to the success and longevity of our operational history and our future as we seek to thrive through the energy transition.

We own and operate a diversified global network of integrated assets providing midstream logistic solutions, primarily consisting of the transportation, storage, processing, and marketing of liquid petroleum products. We are committed to safely and responsibly providing world-class service to meet the continually evolving energy needs of our customers and the communities we serve. As part of this commitment to our customers, we are continually diversifying our platform and service offerings to enable less carbon intensive energy solutions and undertaking decarbonization efforts on our operations.

Buckeye Partners is currently seeking a Customer Success Lead with a drive to ensure we provide outstanding service to our customers and are fairly compensated for our services. The candidate needs to be a great communicator and self directed. This postion will require a strong financial analysis background and experience with contracts, budgets, projects, forcasting and reporting. The ideal candidate is a proactive thinker and problem solver.

Role Summary:

The Customer Success Lead role is responsible for day-to-day customer care and internal and external reporting. Coordination with Accounting, Operations, Commercial, Engineering, Integrity, ROW, FP&A and the Customer is crucial in this role.

Essential Duties & Responsibilities include:

• BDL / Customer Budgeting / Forecasting. Work with internal stakeholders (Operations, Accounting, ROW, IT, Integrity, FP&A, Engineering, etc.) to ensure Budgeting (Next Year & 5 Year Plan) and Forecasting (Current Year) are correct and be the point person for timely reports to Customers (including detail monthly expense summaries). Field customer questions. Analyze monthly financials to help identify and explain variances internally and externally.
• BDL Projects. Owner, of the process, controls, and master list for Customer Projects including:
  
  
  
  • Development of Projects from internal stakeholders.
  • Budgeting and Forecasting of Projects ensure Transparency with Customers on Cost and Timing.
  • Managing projects in OPPM / JDE.
  • Prepare and manage change agreements for all BDL projects
  • Lead project team each month to ensure accurate accruals are made.
  • Work with Accounting and FP&A to ensure their records are correct.
  
  
  
  
• The BDL Commercial interface to the Field and Accounting:
  
  
  
  • Actively attend monthly / quarterly / yearly BDL customer meetings with Operations / Commercial.
  • Actively attend monthly BDL / Buckeye financial reviews and yearly budget meetings.
  • Help as needed on BDL activity for the Buckeye board slide(s) / Budget presentation.
  • Assist Operations with accounting and coding invoices as needed related to BDL.
  • Own the allocation process for fees such as PHMSA & TRCC for proper customer reimbursements.
  • Interface with other corporate departments as needed (i.e., IT, ROW, Integrity)
  
  
  
  
• Contract Management. Owner of the Commercial contracts:
  
  
  
  • Ensure the Buckeye Contract Management System has the most recent agreements.
  • Track renewal terms of existing contracts and work with the Senior Manager, Business Development and Legal on renegotiating contracts - provide analysis of profitability and Risk.
  • Work with Accounting and FP&A to make sure we apply the correct terms to our billing, reporting, budgeting, and forecasting.
  
  
  
  
• Business Improvements.
  
  
  
  • Monitor, Report and Recommend Improvements on monthly Utilization and Overtime
  • Ensuring account aging is monitored and reported, and account exposure is documented and minimized.
  • Look for ways to improve business flow process (Budget - Final Billing)
  • Conduct random audits of financial processes (P-Cards, AFE's, Contracts, etc.)
  
  
  
  
• Monitor and report internally and externally (as appropriate) - HSSE statistics (including Class 1 & 2 emissions of BDL customers.
• Business Development Support. Support the Senior Manager of Business Development with Bid Document Preparation including budgeting and forecasting for potential new customers.
• New Customer Ownership. Work with Senior Manager of Business Development to onboard and take ownership of new customers.
• Customer Satisfaction. Lead the effort to have an annual survey on Customer Satisfaction.
• Creating and maintaining Ad-Hoc status reports as needed
• And other duties as assigned.

Position Requirements:

• Bachelor's degree in business, Engineering, Finance or other related discipline required.
• 10+ years of related industry experience required, preferably with a strong financial background.
• Proficiency in financial analysis and presentations is required.
• Experience with any contract administration a plus.
• Up to 10% overnight travel - Expectations to be in the Houston office twice a month.

Certificates & Licenses:

• None required

Other Skills, Attributes and Abilities:

• To be successful in this assignment, the incumbent must possess excellent organizational skills, excellent interpersonal and communications skills.
• Excellent verbal communication skills
• Must possess excellent analytical skills and great attention to detail.
• Must possess a high degree of proficiency in Microsoft Office Suite.
• Must be able to create and present, visually appealing, persuasive and effective presentation.

Essential Functions:

• This position requires the ability to perform essential job functions consistent safely and successfully with ADA, FMLA and other federal, state and local standards, including meeting qualitative and or/quantitative productivity standards.
• This role requires the ability to maintain regular, punctual attendance consistent with the ADA, FMLA and other federal, state, and local standards.
• This position requires compliance with all personnel policies.

Safety & Physical requirements:

• The person in this position needs to occasionally move inside the office to access filing cabinets, office equipment, etc.
• The employee is frequently required to effectively communicate with others.

About You:

To be successful in the Buckeye culture, our employees must possess a demonstrated commitment to environmental responsibility and regulatory compliance. Excellent communication, both written and verbal, as well as strong organizational skills are paramount. You must work independently and be able to exercise tact, discretion, and professionalism when dealing with internal and external customers, and when handling sensitive and confidential information.

Buckeye wants to create and reward an organizational focus that stimulates the creative and entrepreneurial actions of its employees that result in innovative ways of reducing costs, generating revenues, improving productivity, or improving processes.

People First Culture:

From managing over 5,000 miles of pipeline to commercializing clean energy projects, our people collaborate to provide world-class service and meet the changing energy needs of our customers. Our employee-first culture means that we invest in our employees and equip them to be fully contributing members of high performing teams. We are focused on collaboration, inclusion, empowerment, accountability, and professional development. We want the best in you to bring out the best in us.

Join us as we work together to build a business that is responsive to the needs of the future while continuing to serve the energy needs of communities today.