Manager, Client Services

Transportation Insight • Hickory, NC

318d

About The Position

The Manager - Client Services is responsible for managing and supporting a team of Account Managers who are responsible for servicing a defined client account base. The primary job functions of this role are to enable the team to deliver client retention and growth, foster team development, and ensure efficient service delivery through continuous improvement.

Requirements

• Bachelor's Degree in Business Administration, Logistics, or a similar field.
• 5+ years of experience in client services or account management, ideally in the logistics/transportation industry.
• 2+ years of experience leading or managing a team.
• Strong technical skills, specifically with Microsoft Suite, Transportation Management Systems, Salesforce.com, and Reporting/BI Tools.
• Excellent organizational skills with the ability to manage multiple projects and deadlines.
• Strong communication skills, both written and oral, with the ability to present effectively to various stakeholders.
• Proven ability to manage and resolve client concerns with a focus on maintaining positive relationships.
• A proactive mindset, eager to accept new challenges and continually improve processes.

Responsibilities

• Oversee and support a team of Account Managers responsible for client relationships and service delivery, ensuring high levels of customer satisfaction, retention, and growth.
• Foster relationships with clients to ensure their needs are being met, manage escalations, and ensure that services are delivered per client expectations.
• Support the growth and development of the team by providing coaching, feedback, and guidance.
• Implement strategies that focus on both retaining existing clients and expanding their scope of business with the company.
• Work closely with cross-functional teams (e.g., Sales, Operations, and Product Management) to ensure a seamless client experience and meet the organization's goals and objectives.
• Monitor and manage performance against key metrics, such as client retention, service quality, and cost to serve.
• Develop and implement processes and best practices that improve the efficiency of client service operations.
• Serve as a point of contact for escalated customer issues, ensuring resolutions are timely and aligned with contractual agreements.
• Review and assess team performance to ensure that key performance indicators (KPIs) are met, and adjust strategies accordingly to maintain a high-performing team.
• Proactively suggest new strategies and improvements to enhance client retention, satisfaction, and growth.

Benefits

• Full-time benefits-eligible position
• Work schedule: Monday through Friday; 8:00 a.m. - 5:00 p.m.
• Occasional weekend and evening availability during peak periods

What This Job Offers

• Job Type: Full-time
• Career Level: Manager
• Industry: Professional, Scientific, and Technical Services
• Education Level: Bachelor's degree