Client Success Manager

2 weeks ago

Lawrenceville, Georgia, United States AMWARE FULFILLMENT SERV Full time
About the Role

We are seeking a highly skilled Client Success Executive to join our team at Amware Fulfillment Serv. As a key member of our operations team, you will be responsible for building and maintaining strong relationships with our clients, ensuring their needs are met, and driving business growth.

Key Responsibilities
  • Client Relationship Management: Develop and maintain strong relationships with key clients, understanding their business needs and goals.
  • Service-Based Interactions: Serve as the primary liaison between Amware Fulfillment Serv and our clients, handling service-based interactions and transactions.
  • Issue Resolution: Identify and resolve issues and concerns addressed by clients, applying relevant policies to resolve issues.
  • Business Development: Proactively recommend strategies to improve the overall business relationship and shared goals and objectives of our client partnerships.
  • Account Management: Manage working relationships with clients, providing client support through research and documentation of issues, working with internal teams as applicable.
  • Key Performance Indicators (KPIs): Maintain daily, weekly, and monthly KPIs for clients, contributing to the regular Quarterly Business Review (QBR) process.
  • Communication: Conduct weekly conference calls with clients and operations staff, participating in internal labor planning meetings.
  • Account Activities: Day-to-day management of accounts, including billing, SOP, and related account activities, timely processing of customer orders, and follow-up through emails and conference calls.
Requirements
  • Knowledge: Presentation technology, business and financial implications of decisions.
  • Skills: Project Management, Quality Management, Microsoft Office (advanced Excel), supervising a team of Customer Success Representatives.
  • Abilities: Proactively recommend strategies to improve the overall business relationship and shared goals and objectives of our client partnerships, articulate presentation of ideas, learn proprietary order/warehouse management systems, and manage difficult or emotional customer situations.
Preferred Qualifications
  • 4-6 years of account management or business-to-business customer service experience, ideally within a multi-client warehousing environment.
What We Offer
  • Full benefit package including Health, 401k, Dental, Vision.
Our House Rules
  • SHOOT STRAIGHT: Tell it like it is. No exceptions.
  • OVER-DELIVER: Go above and beyond. Every day.
  • OWN IT: Take pride in your work. Be accountable.
  • STAY SAFE: Be vigilant. Work safely, always.
  • HAVE FUN: Enjoy the ride.

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