Manager Client Experience
About The Position
The Manager Client Experience will oversee and support assigned accounts, ensuring contractual terms, scope, and service expectations are met. This role involves maintaining an annual calendar of renewals, leading the deal qualification and new business approval process, and developing annual Client Experience Plans. The Manager will act as a primary point of contact and escalation for clients, collaborating with internal teams to mitigate churn risk and ensure renewals. They will also partner with product marketing to introduce new solutions, support organizational change management, and ensure compliance with reporting requirements. Additionally, the role involves gathering client feedback, monitoring satisfaction, and driving engagement programs. The position also supports GEODIS's programs for Safety, Health, Environment, Quality, Ethics, Compliance, CSR, and Sustainability.
Requirements
- Minimum 5 years in client services, account management, or client experience roles within transportation or supply chain management
- Experience in transportation management operations required; 3PL experience preferred
- Strong executive communication and negotiation skills
- Proven record of enhancing client experience and managing complex client portfolios
- Proficiency with Microsoft Office (Outlook, Word, Excel, Access) and CRM tools.
- Strong written and oral communication skills
- Proven planning and organizational skills
- Ability to prepare routine reports and client communications
- Excellent interpersonal and collaboration skills
- Ability to read and interpret service agreements, operating instructions, and client feedback
- Conflict resolution and problem-solving skills
- Financial awareness and basic budgeting ability
Nice To Haves
- 3PL experience preferred
Responsibilities
- Oversee and support assigned accounts: understand contractual terms, scope, and service expectations for each client
- Maintain and track an annual calendar of renewals, proactively managing timelines and supporting the renewal process with internal and external stakeholders
- Lead the deal qualification and new business approval process
- Develop and execute annual Client Experience Plans for all assigned clients, including SWOT and competitive analysis, identification of retention and growth opportunities, and client-centric initiatives
- Act as a primary point of contact and escalation for clients, ensuring regular and effective communication to address concerns, share updates, and resolve issues promptly
- Collaborate with OKAMs and other cross-functional teams to proactively mitigate churn risk and ensure renewals
- Partner with product marketing to introduce new solutions and ensure clients are informed about relevant service enhancements
- Support organizational change management and the integration of new client experience processes and tools
- Participate in and ensure compliance with all required reporting, including Salesforce.com, QBRs (Quarterly Business Reviews), and strategic account plans
- Work with Marketing and Customer Insights to gather client feedback, monitor satisfaction indices, and drive engagement programs tailored to clients
- Assist in the development and execution of relationship-building plans with key internal and external partners
- Supports GEODIS's programs for Safety, Health, Environment, Quality, Ethics, Compliance, CSR and Sustainability.
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What This Job Offers
Job Type
Full-time
Career Level
Manager
Education Level
No Education Listed
