Customer Success Manager

Covenant Logistics • Chattanooga, TN

17h

About The Position

The Operations Manager, Customer Success will directly manage the workload and day-to-day operations of the Customer Success Representatives driving operational excellence with continuous improvement of business processes, supplying superior performance, efficiency, and customer value. Responsible for coaching and teaching staff on objective rules and policies, developing KPI’s and goals for team along with assisting in difficult situations. This role also requires the gathering of data and creating reports for executive management on customer and team performance.

Requirements

• Driven and strong competitive nature.
• Excellent teamwork and leadership skills.
• Excellent ability to multitask and delegate responsibilities in a high-pressure environment.
• Team player who can also produce independent results.
• Ability to lead a team of diverse individuals.
• Excellent organizational and time-management skills.
• Strong high-level knowledge of the logistics industry and brokerage operations.
• Proficiency with technology systems – Microsoft Office, Outlook, TMS, etc.
• Established track record of accountability, teamwork, and delivering results.
• Ability to take verbal/written instruction and execute with confidence.
• Excellent written and verbal communication skills
• Bachelor’s degree in business management or similar field required.
• One year of equivalent work experience may be substituted for each year of education required.
• ⁠3+ years of management experience required.
• 3+ years transportation/logistics/supply chain industry experience required.

Responsibilities

• Ensure customer operations teams are appropriately staffed (right number of personnel, required skills and relevant experience).
• Coach and develop all assigned personnel to enable consistently high levels of performance results.
• Direct and manage the development of structured and disciplined business processes to facilitate consistent high levels of performance (on time service, strong communication processes, responsiveness, etc.).
• Manage the execution of all related operations processes to optimize productivity and results.
• Ensure appropriate and adequate technology training to new hires and current personnel to optimize productivity levels and performance results.
• Manage the use of appropriate leading and lag metrics with a focus on exception management to achieve operations and service and financial targets.
• Ensure that the use of technology is supporting the execution of relevant operations processes.
• Support peers and team members in the execution and performance of their respective responsibilities.
• Create and upkeep policies and training materials
• Partner with Sales dept in onboarding and developing new accounts.
• Provide positive and constructive feedback on a regular basis and address performance issues in a timely and professional manner.
• Proactively and regularly reach out to all stakeholders (internal and external) to ensure satisfaction with performance and/or to address performance issues.
• Maintain effective relationships with all key stakeholders (internal and external) to help facilitate long-term success for all parties.
• Foster customer relationships, participate in QBRs, build long term strategic relationships.
• Be available to help resolve issues or address critical business situations.
• Communicate issues with Executive Management promptly.

Benefits

• Competitive Compensation
• Pay Band: $64,534.62-$101,269.75
• Pay Grade : 10
• 401(k) Match: Build your future with our generous company match.
• Serious Health Condition Pay: Financial protection when it matters most.
• Robust Health & Wellness Benefits
• Medical, Dental & Vision Insurance
• Telemedicine Access
• Company-Paid Short & Long-Term Disability Coverage
• Health Savings Account (HSA)
• Company-Paid Life Insurance
• Time to Recharge
• Generous Paid Time Off (PTO)
• Paid Company Holidays
• Time off to Volunteer
• Culture-Driven Perks
• Casual Dress Code: Dress for your day.
• Tuition Reimbursement: Advance your education with financial support.
• Employee Discount Program: Exclusive savings on everyday essentials and more.
• Dependent Care Flexible Spending Account (DFSA)
• Adoption Assistance: Meaningful support for growing families.
• Employee Assistance Program (EAP): Confidential, 24/7 support for life’s challenges.
• Pet Insurance: To protect your furry family members

What This Job Offers

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