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Client Success Manager

3 months ago

Chicago, United States Redwood Logistics Full time
Job DescriptionJob Description

Client Success Manager

Reports To: Senior Director, Client Success

Location: Chicago, IL

Environment: Hybrid

Status: Exempt; Salaried

Work Schedule:

This position is full-time and hybrid Monday through Friday from 8:00 AM to 5:00 PM with an hour break, but flexibility is available based on coverage.

Who We Are:

Recognized by Gartner in their Modern 4PL Market Guide, Redwood Logistics is at the forefront of industry innovation. Our cutting-edge supply chain technology pairs with the expertise of our brilliant minds to empower logistics execution across North America and Mexico.

Leveraging a comprehensive range of services, data-centric network solutions, and a seamlessly integrated platform, we have established our prominence as a key player in the mid-market segment within the freight tech industry.

Whether you’re just starting your career or are an established professional looking for your next opportunity, Redwood inspires innovation across teams to provide transformative solutions for our customers.

Purpose of Your Work:

As a Client Success Manager working within Redwood Supply Chain Solutions (one of our entities), you will be responsible for managing a group of customers.

How You Make a Difference Everyday:

  • Actively manage and own a portfolio of clients with a mixture of complexity and services
  • Have a master-level understanding of the Managed Services department service offering and the corresponding processes, systems and teams that support the service offering
  • Have a master-level understanding of the overarching Redwood Logistics services offering across other business units
  • Build strong and impactful relationships with our client counterparts, developing and cultivating collaborative partnerships
  • Effectively collaborate with other teams or individuals to accomplish deliverables when individuals don’t report to you
  • Set weekly, monthly, quarterly and annual communication cadences with clients to facilitate key initiatives, performance and account deliverables
  • Develop and own internal and external account reporting including creating static TMS reports, training clients on on-demand TMS reporting, facilitating advanced analysis and reporting with the Engineering team, and leveraging Tableau reporting & dashboarding
  • Create, conduct and lead consistent client business review presentations to include performance KPI’s, market updates and supply chain initiatives that drive growth or continuous improvement – virtually or in-person, with in-person being preferred
  • Efficiently and effectively resolve high level customer escalations through a continuous improvement model and process
  • Uphold SLAs and enforce compliance across functional teams including operations, freight audit, carrier management, finance and/or implementation teams
  • Monitor billing and receivables processes to ensure timely carrier payment and timely customer payment
  • Drive customer implementations to ensure smooth transitions, setting communication expectations, reporting & visibility, developing customer expectations & requirements and facilitating with other departments
  • Ensure client retention by facilitating a contract renewal process ensuring Redwood maintains all service agreements
  • Manage client portfolio with 100% retention YOY
  • Identify and drive forward opportunities within client portfolio to grow with Redwood, either through adding services or continuous improvement
  • Identify and close growth opportunities within client portfolio contributing to the overall team growth goals
  • Ensure all client activities, documentation and communication are documented in a timely fashion in Redwood’s repository (Confluence) and CRM (Salesforce)
  • Integrate with other departments (operations, freight audit, implementation, procurement, etc.) to create a unified approach to our clients

You’ve Got This?

  • Ability to analyze data
  • Strong desire to help and a proven track record of working with large customers
  • Ability to remain calm under pressure and drive results in a dynamic, fast-paced environment
  • Ability to effectively multitask and prioritize responsibilities and lead by example
  • Excel in detail orientation, digging into details in order to develop solutions, communicating them effectively
  • Proven track record to adapt and react quickly to changing expectations
  • Bachelor’s Degree required
  • High integrity
  • Experience with Mercury Gate, Oracle Transportation Management or other
  • Transportation Management Systems
  • Ability to travel up to 30% for customer meetings and training
  • Proven track record of successful problem-solving and critical thinking
  • Intermediate understanding of creating and maintaining reporting, including using Microsoft
  • Office products (Outlook, Excel, Word, and Power Point)
  • Full understanding of transportation modes (small parcel, LTL, TL, partial, flatbed, intermodal) and market trends
  • In-depth understanding of building and maintaining customer relationships
  • History of proven customer service as well as written and verbal communication skills

What We Offer:

  • Access to experts and resources for your Learning & Development journey
  • Opportunity for internal mobility
  • Employee referral bonus program
  • Employee Resource Groups (ERGs)
  • Annual fundraising and volunteer events to give back to communities
  • Paid time off, floating holidays, time off to volunteer and rollover
  • Paid parental leave
  • Medical, dental, vision and 401k plans (with match)
  • Flexible spending account, mass transit and dependent care plans available
  • Health savings account, with a annual company contribution for plan participants
  • Short-term and long-term disability; life insurance policies subsidized by company
  • Additional benefits including pet insurance, accident care, access to legal advice and more

Redwood is an equal opportunity employer. Employment decisions at the Company are based on individual merit, qualifications, abilities, and the Company’s needs and resources. The Company does not discriminate in recruiting, hiring, compensation, promotions, discipline, termination or any other aspect of employment on the basis of an individual’s actual or perceived race, color, creed, religion, sex (including pregnancy, childbirth and related medical conditions), sexual orientation, gender identity, national origin, ancestry, citizenship status, age, disability, marital status, military service or status, genetic information, arrest and conviction record, credit history, or any other basis protected by applicable law.