Customer Success Manager - Ocala, United States - R+L Global Logistics

Description

Job Description

The Customer Success Manager is responsible for collaborating with, growing and supporting the daily operational, pricing and administrative needs of the Corporate Account Executive (CAE) working with Tier 1 accounts, the largest customer segment by potential.

Customer Success Manager responsibilities and essential job functions include, but are not limited to the following:

• Develop and maintain strong relationships with clients, as assigned by the Corporate Account Executive (CAE), understanding their needs and ensuring their satisfaction with provided services
• Monitor delivery of services to clients, ensuring that their requirements are met efficiently and effectively. This will involve oversight of shipments and resolving any issues that arise
• Serve as the primary point of contact for clients regarding day-to-day activities, serving as the liaison between the CAE and the customer, and facilitating communication between them and other departments within the brokerage, such as Sales, Operations and Finance
• Address and resolve CAE client concerns and complaints in a timely and effective manner, ensuring that their experiences with the company remain positive
• Collect and analyze client feedback on provided services, and make recommendations to CAE on service/process improvement
• Identify opportunities for account growth, and work to increase the volume of business with existing CAE clients while, also, focusing on client retention strategies
• Track and report on key performance indicators (KPIs) related to client satisfaction and service delivery
• Monitor market trends and industry developments to provide clients with informed and up-to-date advice and solutions
• Collaborate with sales and operations teams, devising sales strategies and logistics solutions to ensure that client needs are understood and met
• Assist in bid preparation focused on strategic analysis in tandem with the CAE, Pricing and Carrier Procurement

Qualifications, Knowledge, Skills and Abilities:

• Bachelor's Degree or equivalent combination of education and work experience preferred
• Account Management experience; within a 3rd party logistics environment preferred
• Previous experience in some or all of the following modes: refrigerated, dry van, expedited, flatbed, oversized, intermodal
• Exceptional communication, problem solving and decision-making skills
• Strong interpersonal skills and professional demeanor
• Ability to collaborate with others and work effectively in a team environment
• Ability to be proactive, strategic and detail-oriented with a strong commitment to quality, efficiency and effectiveness
• Skill in using logic and reasoning to identify the strengths and weaknesses of alternative solutions, conclusions, or approaches to problems.
• Ability to diffuse and respond effectively to situations involving intense pressures and/or unpredictable persons
• Proficient in Microsoft Office programs, McLeod
• Ability to read, write and speak English fluently