Client Success Manager

Client Success Manager (CSM)

We are looking for a Client Success Manager (CSM) with 3PL and/or fulfillment experience. This is an opportunity to focus on building long-term relationships with clients to create a positive customer experience.

Responsibilities

• Own the client experience of key accounts from day one, being a growth partner and an effective problem-solving resource to support the clients' long-term goals
• Serve as the primary point of contact for all clients' inquiries and needs
• Analyze customer feedback to identify areas for improvement, communicate with internal teams to resolve any issues, and ensure successful implementation of new activities and projects
• Maintain accurate client records, keeping track of any contract updates and renewals
• Assess customers' goals and recommend appropriate services as needed, ensuring that each client is getting the ideal suite of services for their unique needs
• Leverage a deep understanding of the technical aspects of our WMS to find solutions to customer needs and improve overall customer experience
• Learn and understand standard operating procedures for all account-related activities
• Conduct weekly, quarterly, and annual business reviews to ensure customers are kept-up-to-date on our services, issues are resolved proactively, and customer KPIs are met
• Supervise the work of client service representatives

Knowledge, Skills, Abilities

Knowledge of business and financial implications of decisions that are made

Skilled In

• Be a self-initiator and problem solver
• Superb written and verbal communication and interpersonal skills
• Thoroughness and exceptional attention to detail
• Excellent time management and organizational skills
• Ability to effectively manage and prioritize multiple competing deadlines
• Ability to work in a fast-paced environment and under pressure
• Applying problem solving techniques and project management methods to maintain strong client relationships
• Customer liaison, customer satisfaction, and customer service skills

Ability To

• Identify and resolve problems in a timely manner, gather and analyze information, and develop alternative solutions
• Manage difficult or emotional customer situations, respond promptly to customer needs, and meet commitments
• Understand business and financial implications of decisions
• Align work with strategic goals

Selective preference: The ideal candidate will have 3 to 5 years of account management or business-to-business customer service experience, ideally within a multi-client warehousing environment