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OneRail · 22 hours ago

Client Service Manager

Orlando, FL

Full-time

Onsite

Mid Level

$72K/yr - $88K/yr

3+ years exp

OneRail is a leading omnichannel fulfillment solution, and they are seeking a proactive and driven Customer Success Manager/Client Service Manager who thrives on delivering exceptional customer success in a rapidly evolving logistics technology startup. The role focuses on managing customer accounts, ensuring seamless operations, and advocating for outstanding customer experiences while collaborating across teams.

Delivery ServiceFreight ServiceLast Mile TransportationLogisticsSaaS

Growth Opportunities

Responsibilities

Proactively monitor customer health to identify potential retention risks and growth opportunities

Foster strategic alignment with assigned clients, understanding their business objectives, and providing proactive strategies to enhance their success

Align client strategic objectives with our platform capabilities, ensuring that our solutions meet and exceed their evolving needs

Be the trusted advisor by cultivating relationships with assigned customers, assisting them with issues, leading regular meetings, and consistently delivering a positive, customer-centric approach

Conduct Quarterly Business Reviews (QBRs) with clients to review performance, identify opportunities for improvement, and align on strategic initiatives

Collaborate with client and internal leadership to align transportation revenue projections and develop strategies to achieve mutual growth targets

Serve as a customer advocate by capturing consistent feedback and fostering continuous improvement to relevant internal teams, including Support, Product Management, Transportation, and Development

Take ownership of technical and transportation SLAs and ensure proper escalation of unresolved issues to ensure they are handled within contracted timeframes

Generate accurate and timely reports showcasing relevant data such as Delivery stats (SLA, Order data, Coverage, etc.), CSAT, NPS, and various Technology data

Stay attuned to cross-sell and upsell opportunities within client accounts, working closely with sales teams to capitalize on revenue growth potential

Create and maintain knowledge base notes, articles, and SOPs to support ongoing customer success initiatives

Perform other related duties as assigned

Qualification

Customer Success ManagementProject ManagementCommunication SkillsMS OfficeLogistics ExperienceCustomer AdvocacyTeam PlayerAttention to DetailTime ManagementPresentation Skills