Customer Success Account Manager

Yusen Logistics • Sumner, WA

3h • $74,923 - $119,045

About The Position

The Customer Success Account Manager plays a vital role in supporting client relationships and ensuring the consistent delivery of services. This position is responsible for the daily coordination of client needs, maintaining open lines of communication, and ensuring that the organization meets foundational expectations. Working closely with the Sr. Director of Account Management and internal stakeholders, the Customer Success Account Manager helps gather data, monitor performance against KPIs/SLAs, and ensures the "Voice of the Customer" is documented and addressed. This is an entry-to-mid-level role focused on operational excellence and building the skills necessary to manage complex accounts.

Requirements

• Education: Bachelor’s degree, preferably in Logistics, Supply Chain Management, or a related field.
• Experience: 4-6 years of experience in account management, logistics, or supply chain operations.
• Foundational Knowledge: Basic understanding of logistics and supply chain concepts (Warehousing, Distribution, Inventory Control).
• Communication: Strong verbal and written communication skills with a customer-centric mindset.
• Organization: Proven ability to manage multiple tasks and deadlines simultaneously.
• Analytical Skills: Ability to work with data (Excel/Dashboards) to identify trends and report on performance.
• Teamwork: Ability to work collaboratively within a team and take direction from senior account managers.

Nice To Haves

• Certifications: CAPM (Certified Associate in Project Management) or Six Sigma Yellow Belt is a plus.
• Software Proficiency: Advanced knowledge of CRM software (e.g., Salesforce) and Warehouse Management Systems (WMS).
• Industry Background: Prior experience specifically in 3PL (Third-Party Logistics) or e-commerce fulfillment.

Responsibilities

• Support Client Engagement: Assist in maintaining foundational relationships with client stakeholders to ensure a positive Customer Experience.
• Facilitate Communication: Act as a primary point of contact for routine client inquiries, ensuring internal teams are aware of client needs and providing timely updates back to the client.
• Performance Reporting: Support the preparation of data and materials for Customer Reviews (Weekly, Monthly). Participate in these reviews to document action items and follow-ups.
• Data Integrity: Assist in the maintenance of KPI, metric, and other reporting dashboards to ensure accuracy in evaluating client performance.
• Contractual Adherence: Monitor daily operations to ensure both the organization and the customer are meeting basic contractual commitments.
• Actionable Tasks: Help identify and distill customer requests into clear tasks for internal operational teams.
• Health Monitoring: Assist the Sr. Director of Account Management and Account Management Team in monitoring the health of the business, specifically focusing on: Daily SLI/KPI tracking Gathering data for P&L and Receivables reviews Reporting early warning signs of client dissatisfaction
• Support Alignment: Through consistent data collection, ensure that tactical operations remain aligned with established KPIs and SLAs.
• Task Management: Track the progress of short-term projects and initiatives to ensure they are completed on schedule.
• Contract Support: Assist the Sr. Director of Account Management and Account Management Team, and legal/solutions teams with the administrative aspects of contract renewals and GRI documentation.
• Quality Focus: Ensure all client-facing documentation and reporting meets the company's quality standards.
• Lead Identification: Monitor client trends and operations to identify potential areas where company solutions could provide added value; escalate these opportunities to the Sr. Director of Account Management.
• Operational Support: Collaborate with local operational teams to understand current workflows and suggest minor process improvements.
• Internal Collaboration: Work with the Sr. Director of Account Management and Account Management Team to understand the strategic growth plan for the account and provide the data needed to support those goals.
• Tactical Support: Support the PMO, IT, and BD teams during the onboarding of new clients by coordinating data requirements and meeting schedules.
• Documentation: Assist in documenting customer requirements to ensure they are accurately reflected in production environments.
• Observation: Help identify any discrepancies between proposed solutions and actual operational requirements during the "go-live" phase.
• Issue Resolution: Act as the first point of contact for routine client challenges, working to resolve issues through internal coordination before they require escalation.
• Advocacy: Ensure client feedback is shared with internal tactical staffs and operational managers.
• Escalation Management: Handle initial escalations and gather all necessary facts before involving the Sr. Account Manager or Senior Leadership.

Benefits

• Yusen offers a generous Employee Benefits Package including:
• Medical, Dental, and Vision beginning the 1st of the month following start date
• 401k with a company match
• Standard 10 days PTO
• Eligible for bonus plan
• 7 Paid Holidays
• Eligble for OT pay if applicable
• Flexible Spending Accounts, Life and Accidental Death & Dismemberment Insurance, Short & Long Term Disability, Tuition Assistance Program, Commuter Benefits, vacation, and much more
• Any and all benefits offered are subject to the eligibility requirements, terms, and provisions set forth in the respective policies and plan documents, which you may request from Human Resources.

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level