Client Services Manager

1 month ago

Atlanta, United States Quick Holdings LLC Full time
Job DescriptionJob DescriptionDescription:

QuickBox Fulfillment is a growing, third-party logistics provider focused on three principles: Fast, Friendly, Accurate. The Client Services Account Manager (CSAM) will provide strategic client oversight with a mission to drive sustained long-term growth by building meaningful client relationships. The CSAM will drive revenue expansion by identifying upsell opportunities as well as operational gaps to drive process improvement and client satisfaction. A successful CSAM understands all products and services provided by QuickBox, manages client expectations and coordinates activities both internally and externally using established processes, KPIs, and policies to ensure our services are delivered with impeccable service.

Requirements:

Ability to strategically manage all aspects of client relationship and communication, providing excellent service and maintaining client satisfaction through critical problem solving and decision-making skills.

  • Engage key accounts consultatively, responding to specific inquiries, vetting potential trends and recognizing and proactively addressing potential issues.
  • Document and track internal metrics according to client SLAs to drive performance. Provide recommendations and implement improvement plans to ensure client satisfaction.
  • Monitoring client volumes, understanding peaks and valleys. Effectively communicate and forecast anticipated volumes to internal teams.
  • Advocate for clients across operational departments and make proactive recommendations to gain economic and operational efficiencies on behalf of client and QuickBox.
  • Understand the impact of client needs on operational departments and effect on planned labor and resources.
  • Provide ongoing client facing program summaries, business reviews, analysis, recommendations, PO trending etc and assist clients in realizing the value of contracted services.
  • Ability to recognize upsell opportunities and collaborate with internal departments as needed to drive growth
  • Other job duties are required as assigned

Education:

  • Bachelor’s degree or equivalent work experience as a Client Success Manager, Key Account Manager or similar.

Experience:

  • Experience in key client management, building relationships, operations management, logistics and/or e-commerce fulfillment

Problem Solving:

  • Superb critical thinking and strategic problem-solving skills. Able to reach a decision, takes a thoughtful approach when considering others

Quality:

  • Strives to eliminate errors, seeks opportunities for process/service improvements.

Accountability:

  • Self-starter with excellent follow through. Maintains accountability and ownership of all client related deliverables and service level requirements. Drives issues through to resolution.

Communication:

  • Ability to communicate thoughts clearly, both written and oral.

Teaming:

  • Ability work effectively within a cross functional team environment, contributing ideas and receiving feedback in a collaborative environment.

Technical Skills:

  • Computer and word processing skills, including MS Word, PowerPoint. Ability to effectively utilize Microsoft Excel.

Organization:

  • Ability to handle multiple high priorities simultaneously while being detail oriented, logical and methodical in approach. Extremely organized but has the ability to adapt well.

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