Customer Success Manager - West Center

ITS Logistics, LLC•Sparks, NV

3h•Onsite

About The Position

The Customer Success Manager reports to the Director of Sales Operations and is responsible for the company’s client success through world class onboarding, CRM data integrity including associated activities, metrics, reporting and performance. This position will work closely with leadership, management and production teams across all business units in brokerage (Truckload, Drayage and Intermodal). This position will not only oversee all processes related to the onboarding of new customers, but also act as the liaison between various ITS Logistics departments and our customer. They will set the tone with the customer about the onboarding process. Furthermore, this role will be instrumental in driving cross-selling initiatives to our client base by fostering enthusiasm and awareness within the organization. Key responsibilities include interacting with customers, coordinating weekly meetings with sales teams and business unit leaders, and maintaining comprehensive CRM profiles.

Requirements

Bachelor’s degree (preferred) in business, logistics management or related field.
Three or more years of experience in working with customers or sales in logistics.
Track record of establishing and maintaining strong customer relationships.
Track record of strong organizational skills and project management.
Ability to think analytically and interpret data to drive decisions
Ability to document SOPs based upon an excellent understanding of standard business practices related to operational processes and all systems
Ability to work under pressure in a dynamic environment
Strong follow through and ability to work in groups and see projects to completion without significant oversight needed
Advanced Technology understanding and competency including Microsoft Office Suite
Strong orientation toward serving Customers to the best of your abilities
Leader first, exhibiting our company values day in and day out
Ability to communicate effectively to internal and external stakeholders, both verbally and in writing
Excellent attention to detail, organizational, and time management skills
Ability to thrive in a fast-paced team environment, without compromising quality or customer care
Strong work ethic

Responsibilities

On-going assessment, design, development, implementation, evaluation and management of ITS Logistics’ customer onboarding program.
On-going orchestration, development, implementation, and management of cross selling activities.
Administration of all dynamics pertaining to customer onboarding including but not limited to onboarding checklists and roadmap, operations, EDI integration, financial set up, visibility to customer SOPs, etc.
Provide data and analytics to leadership on success of customer onboarding program to measure ROI.
Provide data and feedback to leadership on success of cross selling efforts by the ITS Sales organization.
Ensures accurate customer profiles and documentation of customer onboarding process in CE, Dart and other necessary systems.
Supports business reviews and leadership check-ins to support the customer’s continued partnership.
Maintains a thorough understanding of all services provided to customers and owns onboarding process across all services.
Review what services were offered and evaluate ITS Logistics’ readiness to provide.
Evaluate technology needs and facilitate IT support. Encourage customer integration(s).
Define cross selling opportunities. Heavy focus on intel gathers about customer.
Develop and administer post customer onboarding review process.