Manager, Tradeshow Client Relationships

Estes Forwarding Worldwide•Gilbert, AZ

3d•$57,000 - $63,000

About The Position

The Manager, Tradeshow Client Relationships manages all facets of assigned Tradeshow accounts at Estes Forwarding Worldwide, LLC. This role collaborates with sales, operations, internal subject matter experts, and executive leadership to establish and maintain client relationships, coordinate support, direct client strategies, report on account relationships, and ensure consistently high service, quality, and client satisfaction. The manager also leads onboarding and integration for new Tradeshow accounts, supports account growth and pricing, monitors performance against KPIs and client SLAs, and addresses client issues and escalations. The position functions semi-autonomously and has no direct reports. Periodic travel of up to 25% is required. The role is typically performed at a desk in a normal office environment, with intermittent sitting, standing, walking, or stooping.

Requirements

Minimum of an Associate's degree and 5–7 years of experience; a combination of experience and/or education will be considered.
Valid driver's license.
Ability to interact effectively with all levels of the organization.
Ability to identify customer-service issues, requirements, and opportunities.
Excellent oral and written communication skills.
Excellent project management skills and effective time management skills.
Ability to prioritize, manage time effectively, escalate issues appropriately, and keep information confidential.
Ability to respond well to questions.
Ability to read, interpret, and comply with written information and documents, including safety rules and operations, procedure, and maintenance manuals, while maintaining comprehension and concentration and meeting deadlines.
Ability to read and interpret complex business and/or technical documents and write comprehensive reports and detailed business correspondence.
Ability to work with managers or directors and communicate ambiguous concepts.
Ability to present to groups across the organization.
Ability to solve problems involving concrete variables through semi-standardized solutions requiring ingenuity and analysis, and to draw inferences and follow detailed procedures to solve moderately complex problems.
Ability to travel by car, train, or plane when requested.
Must pass a pre-employment drug screen, may be subject to random drug and/or alcohol tests, and will be subject to a criminal history background check.
Must be eligible to work in the United States; EFW will not sponsor a new applicant for employment authorization for this position.

Nice To Haves

5–7 years of experience within the transportation industry.

Responsibilities

Develop and maintain strong, long-term relationships with assigned Tradeshow clients and achieve assigned strategic account objectives.
Coordinate with Tradeshow sales team members, operations leadership, and the EFW executive team to maintain communication and provide excellent customer service.
Gather information about issues and potential solutions from employees at all levels, research issues, and recommend solutions and strategies to management and other decision-makers.
Identify and develop new opportunities through the Challenger Sales process, consultation, networking, and opportunity probing.
Follow CRM processes, including keeping contact information current and logging opportunities, call notes, results, next steps, and client communications.
Own onboarding and integration of assigned new Tradeshow customers, assist with the Onboarding Roadmap, and help develop and execute client agreements.
Identify IT integration requirements and coordinate with assigned IT project managers.
Serve as liaison between clients and relevant internal teams, support bidding and pricing, and work with subject matter experts to deliver projects and improvements on time.
Communicate regularly with major clients, respond to queries, provide dedicated customer service, and handle complaints and problems promptly and effectively.
Establish and continuously improve processes that support excellent client relations, and engineer solutions and ideas to meet client needs.
Prepare business reviews on an established cadence and provide business projections to relevant parties.
Monitor account performance against KPIs and client SLAs, collaborate with operations to address lagging trends, and measure the effectiveness of solutions and process improvements.
Use statistical analysis, simulations, predictive modeling, or other methods to analyze business problems and develop practical solutions.
Work with the VP, Tradeshow, on account escalations and operational performance issues, and with Tradeshow operations on new opportunities or performance issues.
Measure shipment volumes, investigate attrition or growth to determine root causes, and escalate attrition to management.
Maintain client Tradeshow and event schedules in CRM, build opportunities, and keep contact information current in CRM and Worldtrak.
Build client quotations and shipments in Worldtrak, route shipments, and identify opportunities to maximize profit by consolidating shipments with other account freight.
Maintain regular attendance and comply with company C-TPAT and TSA security procedures.
Perform other duties as assigned.