What are the responsibilities and job description for the Client Success Manager position at STACI AMERICAS?
We are looking for a Client Success Manager (CSM) with 3PL and/or Fulfillment experience. This is an opportunity to focus on building long-term relationships with clients to create a positive customer experience.
Responsibilities:
- Own the client experience of Key Accounts from day 1, being a growth partner and an effective problem-solving resource to support the clients’ long-term goals
- Serve as the primary point of contact for all clients’ inquiries and needs
- Analyze customer feedback to identify areas for improvement, communicate with internal teams to resolve any issues, and ensure successful implementation of new activities and projects
- Maintain accurate client records, keeping track of any contract updates and renewals
- Assess customers’ goals and recommend appropriate services as needed, ensuring that each client is getting the ideal suite of services for their unique needs
- Leverage a deep understanding of the technical aspects of our WMS to find solutions to customer needs and improve overall customer experience
- Learn and understand Standard Operating Procedures for all account-related activities
- Conduct weekly, quarterly and annual business reviews to customers are kept-up-to-date on our services, issues are resolved proactively and customer KPIs are met.
- Supervise the work of client service representatives
. Knowledge, Skills, Abilities:
Knowledge Of:
- Business and financial implications of decisions that are made
Skilled In:
- Be a self- initiator and problem solver
- Superb written and verbal communication and interpersonal skills
- Thoroughness and exceptional attention to detail
- Excellent time management and organizational skills
- Ability to effectively manage and prioritize multiple competing deadlines
- Ability to work in a fast-paced environment and under pressure
- Applying problem solving techniques and project management methods to maintain strong client relationships
- Customer Liaison, Customer Satisfaction, and Customer Service skills
Ability To:
- Identify and resolve problems in a timely manner, gather and analyze information, and develop alternative solutions
- Manage difficult or emotional customer situations, respond promptly to customer needs and meet commitments
- Understand business and financial implications of decision
- Align work with strategic goals
Selective Preference:
The ideal candidate will have 3 to 5 years of Account Management or business-to-business customer service experience, ideally within a multi-client warehousing environment
