Client Engagement Manager

The Client Engagement Manager is responsible for achieving client retention and satisfaction for a group of clients (POD). This includes visiting the clients on a regular basis, providing support, reporting and KPIs associated with a client’s transportation budget, and partnering with Operations personnel to meet strategic initiatives and continuous improvement ideas that are introduced by the CEM. This person is responsible for executing the transportation solution as it was sold to the client and implementing continuous improvement initiatives that Thrill the Customer.

ESSENTIAL FUNCTIONS AND TASKS

• Serve as primary liaison on behalf of assigned customers represented with Transplace departments and other job functions

• Develop and maintain proactive and effective communication with customers, both internally and externally

• Responsible for retention, renewal, growth, cross selling, and contract negotiation for all assigned clients

• Achieve targeted Net Revenue goals in accordance with budget

• Responsible for developing multiple levels of contact between Transplace and client personnel

• Conduct weekly, monthly, and quarterly business reviews, ideation sessions, and other client facing business meetings or virtual sessions as appropriate

• Collaborate with Operations staff and TP Think Tank to develop, compile, and lead Monthly/Quarterly business reviews with client, focusing on strategic initiatives (VIPs), developmental opportunities, transportation savings, and carrier performance, leading to an optimal freight management solution aligning with customer’s expectations

• Track client saving initiatives and reporting and drive initiatives to deliver forecasted savings

• Responsible for supporting and coordinating onboarding of additional facilities and new client team members

• Responsible for supporting onboarding new clients as assigned

• Responsible for communicating customer objectives and Voice of Customer to Transplace personnel and delivering solutions and outcomes to the customer

• Initial point of contact and escalation for all customer requests, issues, complaints and responsible for communicating to appropriate parties: OPS GM, Procurement, Technology, etc and ensuring root cause and corrective actions are communicated to the customer

• Create processes through partnering with operations staff to proactively communicate shipment information regarding route changes, delays, or early deliveries to appropriate internal and external customers

• Responsible for budgeting and forecasting net revenue target goals

• Assist customers with freight cost forecasting and budgeting as appropriate

• Responsible for driving initiatives with the client and internal Transplace personnel (TM Operations) to meet Transplace net revenue targets and efficiency goals

• Client Engagement Manager will actively participate and drive growth in the marketing and selling of additional Transplace services across their assigned customer base

• Maintain timely and accurate Salesforce information for all assigned clients

• Travel to clients’ locations as needed

SUPERVISORY RESPONSIBILITIES

• Client engagement manager will follow Transplace Strategic Account Management framework and guidelines to ensure a consistent customer experience for all Transplace customers.

• Plan and conduct meetings with team to ensure compliance with established practices, to implement new policies, and keep internal and external teams abreast of current changes and standards, and market landscape.

SKILLS

• Ability to multi-task in a fast-paced environment

• Highly knowledgeable in basic modes of transportation, basic understanding of financial processes and P&L responsibilities

• Good negotiation skills

• Ability to adapt and learn various technology platforms and programs

• Conflict Resolution Management skills

• Demonstrates strong organizational skills (record keeping, time management, follow up, etc.)

• Excellent verbal and written communication, as well as proficient presentation skills

• Excellent attention to detail and sense of urgency, ability to prioritize with an emphasis on quality of work

• MS Office software required – proficient in Excel and Tableau skills desired

TRAVEL

• 35 – 50%

EXPERIENCE

• Minimum 5-7 years previous logistics and transportation experience preferred.

EDUCATION

• Generally requires an Associate’s Degree or an equivalent combination of relevant education and/or experience.

• Preferred Bachelor’s degree in business, logistics or other related fields.

Transplace, an Uber Freight company, powers one of the largest managed transportation and logistics networks in the world. Its tech-enabled services and solutions platform are backed by the combination of innovative technology and a dedicated team of domain experts, engineers, and data scientists. Transplace is committed to thrilling its customers by consistently improving supply chain performance and providing greater visibility and control of their logistics networks. Companies of all sizes rely on Transplace to deliver trusted outcomes through best-in-class logistics management, strategic capacity, and cross-border services.

Follow the company on our social media pages and blogs:

• https://blog.transplace.com

• https://www.linkedin.com/company/transplace

• https://twitter.com.transplace

• https://www.instagram.com/_transplace/

• https://www.facebook.com/transplace

• https://www.youtube.com/user/Transplace

EEOC

Equal Employment Opportunity has been, and will continue to be, a fundamental principle of Transplace, where employment is based upon personal capabilities and qualifications without discrimination because of race, color, religion, sex, age, national origin, disability, or any other protected characteristic as established by law.