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Customer Success 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 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 featured in the Top 40 3PLs and Top 20 Freight Brokerages in North America by Transport Topics, Ascent holds the #1 market share in the North American ground and air expedite sector, establishing itself 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 facilitate 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 capabilities and provide more solutions for a broader customer base across the globe 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, understanding and addressing their needs to cultivate and sustain relationships with high-profile accounts within Ascent's North American clientele. You excel at surpassing objectives and take pride in knowing your contributions positively affect those around you. This role integrates account management, product oversight, and relationship development.

Key Responsibilities:
1. Collaborate with stakeholders to define the Customer Value Proposition.
2. Identify client needs and requirements.
3. Engage with operations teams to comprehend and fulfill customer expectations.
4. Coordinate contracting and customer onboarding with all relevant parties.
5. Assist in contract negotiations, defining the scope of work and appropriate KPIs.
6. Oversee customer onboarding and service implementation.
7. Ensure readiness of all stakeholders prior to service 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 delivery against KPIs.
12. Evaluate the transition to operations.
13. Manage account relationships and advocate for the customer internally.
14. Share feedback and insights to enhance the customer experience.
15. Develop and manage metrics reporting, facilitating reviews with customers.
16. Travel for on-site meetings, presentations, and hands-on support.
17. Build quality partnerships with both internal and external stakeholders.
18. Drive continuous improvement by articulating customer use requirements and value.
19. Identify opportunities for enhancement and implement tailored solutions.
20. Foster portfolio growth by expanding 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.
- Exceptional communication skills, with the ability to convey complex ideas to diverse audiences.
- Expertise in the transportation and logistics sector, including international logistics, air, ocean, border crossing, and customs documentation requirements.
- A strategic mindset, capable of making tough decisions.
- Proven ability to cultivate strong relationships with clients.
- Skill in prioritizing and managing activities to meet deadlines.
- 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%