Manager, Client Services

Transportation Insight•Ottawa, WV

19h•Onsite

About The Position

The Manager – Client Services is responsible for the management and support of a team of Strategic Account Managers and Account Managers who service a defined client account base. The primary job functions of this role are to enable the team to deliver client retention and growth, drive team engagement through development and support, and ensure efficient cost to serve through ongoing continuous improvement.

Requirements

Bachelor’s Degree in Business Administration / similar field or equivalent experience
Strong technical skills, specifically with Microsoft suite, Transportation Management Systems, Optimization Engines, Salesforce.com and Reporting/BI Tools.
Possess excellent organizational skills with the flexibility to readily adapt to change under stress and against tight deadlines.
Excellent written, oral and presentation skills.
Eagerly accept new challenges.
Self-managed and motivated.

Nice To Haves

7+ years of experience with the Transportation industry or equivalent experience
3+ years leading a team of direct reports in the logistics/transportation industry or equivalent experience

Responsibilities

Career development of the team including Individual Development Plans, Succession Planning, and overall HR support.
Manage account team to oversee projects and customer relationships with existing accounts, including but not limited to new development, internal and external communication, and support/ maintenance issues.
Cultivate internal cross-functional relationships with members of other departments and locations in order to achieve the organization’s goals and objectives.
Assist the team with the facilitation of programs and communications to gather requirements from customers to augment service, sales, support, product management and business partnerships.
Manage against annual operating budgets to include organic growth and retention targets.
Develop and implement procedures and processes pertinent to the effective and efficient operations of the Client Services department.
Facilitate new processes, tools, communication, technical designs, and methodologies to ensure customer satisfaction across the client base and organization as required.
Where necessary, maintain direct communication with key customer relationships to ensure adherence to contractual commitments and program effectiveness.
Effectively coach teams to achieve high performance and drive employee engagement and retention.
Provide feedback and identify resolutions for service failures or customer concerns.
Review and audit monthly reports in order to understand and communicate results.
Recommend new strategies to enhance client retention and organic growth.