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Client Relationship Manager

2 months ago

Belleville, Michigan, United States Ascent Global Logistics Full time
About Ascent Global Logistics
At Ascent Global Logistics, we tackle supply chain challenges for a diverse range of clients worldwide.

As a recognized leader in the logistics industry, we proudly serve numerous Fortune 500 companies and 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 has established a dominant market presence in the North American ground and air expedite sectors, positioning us as the preferred logistics provider for a prestigious portfolio of the world's largest and most sophisticated corporations.

Our comprehensive offerings include truckload, less-than-truckload, global forwarding, air charter, specialized services, brokerage, managed transportation, and expedite solutions. We facilitate over 430,000 shipments annually through our competitive PEAK freight marketplace.

Our Purpose
We elevate the logistics landscape through passion and innovation.
Our Mission
We aim to expand our capabilities and deliver more solutions for a broader customer base across the globe, all while minimizing operational risks and ensuring flawless execution.

What You'll Do
We are seeking a dedicated professional to fill the role of Customer Success Manager. In this position, you will collaborate with your team to engage with clients, understand their needs, and foster strong relationships with high-profile accounts within Ascent's North American clientele. You will excel in surpassing objectives and take pride in knowing your contributions positively influence those around you. This role encompasses account management, product oversight, and relationship cultivation.

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 fulfill customer expectations.
4. Facilitate contracting and customer onboarding with all relevant parties.
5. Support contract negotiations, scope of work, and establish appropriate KPIs.
6. Oversee customer onboarding and service implementation.
7. Ensure all stakeholders are prepared prior to launch.
8. Monitor service transitions with stakeholders to meet scope work requirements.
9. Establish communication protocols and escalation processes.
10. Conduct scheduled reviews with stakeholders.
11. Monitor service performance against KPIs.
12. Evaluate the transition to operations.
13. Advocate for the customer within the organization, sharing feedback and insights to enhance the customer experience.
14. Develop and manage metrics reporting, facilitating reviews with customers.
15. Travel for on-site meetings, presentations, and hands-on support.
16. Build 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 service offerings while maintaining trusted advisor status with customers and internal stakeholders.

What You'll Bring:
- A passion for resolving customer challenges and driving success.
- Excellent communication skills, with the ability to convey complex ideas to diverse audiences.
- Expertise in the transportation and logistics sector, including international logistics and customs documentation.
- A strategic mindset capable of making tough decisions.
- Proven ability to cultivate strong relationships with clients.
- Strong organizational skills to prioritize and manage activities effectively.
- A bachelor's degree or 5 years of industry experience, including at least 1 year in a leadership capacity.

Ascent's Competitive Benefits:
- 401(k) with employer matching
- Life Insurance
- Health, Dental, and 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%