What are the responsibilities and job description for the Customer Success Manager position at R+L Global?
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
