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Account Success Manager
2 months ago
At Ascent Global Logistics, we tackle supply chain challenges for a diverse range of clients worldwide.
As a recognized supplier of the year for numerous Fortune 500 companies, we also partner with thousands of small and medium-sized enterprises.
Ranked among the Top 100 Global 3PLs by Inbound Logistics and recognized by Transport Topics as one of the Top 40 3PLs and Top 20 Freight Brokerages in North America, Ascent's leading market share in the North American ground and air expedite sector has established us as the preferred logistics provider for a prestigious portfolio of the world's largest and most sophisticated corporations.
Our offerings encompass truckload, less-than-truckload, global forwarding, air charter, specialized services, brokerage, managed transportation, and expedite solutions. Annually, we manage over 430,000 shipments through our competitive PEAK freight marketplace.Our Purpose
We elevate the logistics landscape through passion and innovation.
Our Mission
We aim to expand our services and solutions for more customers in various locations globally, ensuring lower operational risks and flawless execution.
What You'll Do
We are seeking a dedicated client relationship professional to serve as a Customer Success Specialist. In this role, you and your colleagues will engage with clients to understand and support their needs, fostering and maintaining relationships for high-profile accounts within Ascent's North American customer base. You excel at surpassing goals and take pride in knowing your success positively impacts those around you. This position integrates account management, product management, and relationship building.
Key Responsibilities:
1. Collaborate with stakeholders to define the Customer Value Proposition.
2. Identify customer needs and requirements.
3. Engage with operations teams to understand and meet customer requirements.
4. Coordinate contracting and customer onboarding with all stakeholders.
5. Support contract negotiations, scope of work, and appropriate KPIs.
6. Manage customer onboarding and service implementation.
7. Ensure readiness of all stakeholders prior to launch.
8. Monitor service transitions with stakeholders to meet scope work requirements.
9. Establish communication requirements and escalation processes.
10. Conduct scheduled reviews with stakeholders.
11. Monitor service against KPIs.
12. Evaluate transition to operations.
13. Advocate for the customer to internal stakeholders, sharing feedback and insights to enhance the customer experience.
14. Develop and manage metrics reporting, facilitating metrics reviews with customers.
15. Travel for on-site meetings, presentations, and hands-on support.
16. Establish quality partnerships with both internal and external stakeholders.
Continuous Improvement:
1. Articulate and drive customer use requirements and value.
2. Identify improvement opportunities and implement tailored solutions.
Portfolio Growth:
1. Expand value propositions and services while maintaining trusted advisor status with customers and internal stakeholders.
What You'll Bring:
- A passion for resolving customer issues and driving success.
- Excellent communication skills, capable of conveying complex ideas to diverse audiences.
- Expertise in the transportation and/or logistics industry, including international logistics and customs documentation requirements.
- A strategic mindset with the ability to make difficult decisions.
- Proven ability to cultivate strong relationships with customers.
- Strong prioritization skills and the ability to manage activities to meet deadlines.
- A bachelor's degree or 5 years of industry experience, including at least 1 year in a leadership role.
Ascent's Competitive Benefits:
- 401(k) with employer matching
- Life Insurance
- Health, Dental, Vision Insurance
- Short- & Long-Term Disability
- Paid Time Off (PTO)
- Employee Assistance Program
- Paid Parental Leave
- Employee Wellness Program
- Paid Holidays
- Employee Recognition Programs
- Flexible Spending Account (FSA)
- Tuition Reimbursement
- Health Savings Account (HSA)
- Overtime, Differential & Bonus Pay
Additional Considerations:
Travel Responsibility - up to 25%
