Client Success Manager

STACI AMERICAS • San Bernandino, CA

8d

About The Position

Paxon is seeking a Client Success Manager (CSM) with 3PL and/or fulfillment experience. The role focuses on building long-term client relationships and creating a positive customer experience. The CSM owns the experience of key accounts, serves as the primary contact for client inquiries and needs, and acts as a growth partner and problem-solving resource. The position also includes supervising client service representatives.

Requirements

• Experience with 3PL and/or fulfillment.
• Knowledge of the business and financial implications of decisions.
• Ability to self-initiate and solve problems.
• Strong written and verbal communication and interpersonal skills.
• Thoroughness and exceptional attention to detail.
• Strong time-management and organizational skills.
• Ability to manage and prioritize multiple competing deadlines effectively.
• Ability to work in a fast-paced environment and under pressure.
• Ability to apply 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.
• Ability to manage difficult or emotional customer situations, respond promptly to customer needs, and meet commitments.
• Ability to understand business and financial implications.
• Ability to align work with strategic goals.

Nice To Haves

• Three to five years of account management or business-to-business customer service experience, ideally in a multi-client warehousing environment.

Responsibilities

• Own the experience of key accounts from day one, supporting clients’ long-term goals as a growth partner and problem-solving resource.
• Serve as the primary point of contact for client inquiries and needs.
• Analyze customer feedback, identify areas for improvement, coordinate with internal teams to resolve issues, and ensure successful implementation of new activities and projects.
• Maintain accurate client records and track contract updates and renewals.
• Assess customer goals and recommend appropriate services to ensure each client has a suitable suite of services.
• Use a deep understanding of the technical aspects of the company’s WMS to address customer needs and improve the customer experience.
• Learn and understand standard operating procedures for account-related activities.
• Conduct weekly, quarterly, and annual business reviews to keep customers informed about services, proactively resolve issues, and meet customer KPIs.
• Supervise the work of client service representatives.

What This Job Offers

• Job Type: Full-time
• Career Level: Manager
• Education Level: No Education Listed