Customer Success Manager - Ocala, United States - Rlglobal

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 3 rd

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

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