Client Success Manager
6 days ago
Black Rabbit 3PL was established out of a necessity in the Supply Chain and Logistics industry for a company that provides all the components of the industry that the client needs. Service is our hallmark. Our strategy is All-Inclusive and comprehensive, picking up at the ports to shipping via freight providers or our own in-house last mile delivery in Texas to major cities.
We are looking for a hard-working client success manager to represent Black Rabbit and to communicate effectively to the client and back to the BR organization. The client success manager is responsible for replying to daily requests for service updates. These inquiries could be concerning receiving, labeling, and incoming shipments, damages, inventory, and customer orders.
A successful client success manager is hard-working, organized and detail oriented. Positive and productive relationships are always developed and maintained. You should be able to keep up with timely responses and associated follow through.
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**Client Success Manager Responsibilities**:
- Coordinate and oversee the daily operation of Client Account(s)
- Provide direct communication to the Client regarding: orders, inventory, freight, projects, etc.
- Evaluate the growth and expansion of partnerships managed by partners over time. This could include metrics such as the number of new partnerships established, increased revenue from existing partnerships, or expanded services offered within partnerships.
- Proactively identify upsell and cross-sell opportunities within partner accounts to maximize revenue and increase client lifetime value.
- Monitor competitor activity and market trends to stay informed about industry developments and opportunities for partnership enhancement.
- Track and report on key performance indicators (KPIs), including partner retention rate, client renewal rate, and overall partner satisfaction.
- Stay up to date on company products, services, and offerings to effectively communicate value propositions to partners and clients.
- Coordinate partner training sessions and workshops to ensure that partners are equipped with the necessary knowledge and resources to promote our tutoring services effectively.
- Collaborate with internal teams, including sales, marketing, and operations, to develop strategies for client renewals.
- Stay up to date on company products, services, and offerings to effectively communicate value propositions to partners and clients.
- Troubleshoot and resolve all manner of Client issues and concerns.
- Document and update internal customer records based on Client interaction.
- Develop and maintain expert knowledge of the clients' organization, products, and services.
**Client Success Manager Qualifications**:
- 3-7 year’s work experience.
- Previous experience in customer service, sales, or other related fields.
- Excellent written and verbal communication skills.
- Previous experience with CRM platforms, usage analytics and ticketing systems
- 3+years working in SaaS software — in support, onboarding, services, or project management.
- Deadline and detail-oriented.
- Ability to prioritize, multitask, and problem solve.
- Warehouse Management System experience a plus.
- Strong leadership qualities.
- Experience in fulfillment services, ecommerce order fulfillment, warehousing, and distribution preferred.
- Ability to build rapport with clients.
- Positive and professional demeanor.
- College degree or equivalent work experience in related field.
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