Senior Manager, Customer Accounts

RXO•Marietta, GA

About The Position

Accelerate your career at RXO RXO is a leading provider of transportation solutions. With cutting-edge technology at the center, we're revolutionizing the industry with our massive network and commitment to finding solutions for every challenge. We create more efficient ways for shippers and carriers to transport goods across North America. As Senior Manager, Customer Accounts, you’ll be responsible for leading a team of Managers, Analysts and Specialists to ensure quality of service, retention and growth of key clients for RXO Last Mile. Work directly with Business Development, Client Solutions, Advanced Solutions, Operations, IT and other business units of RXO to fulfill scope of work commitments after onboarding through the life cycle of the client relationship. This is a cross functional client(s) facing role requiring advanced, business knowledge, leadership and relationship management skills supporting revenues of more than $75M annually.

Requirements

5 years of experience in account management or customer service in a leadership position
Demonstrated experience in the direct-to-home delivery market
Proficiency with Microsoft Office (Word, Excel, PowerPoint and Project)

Nice To Haves

Bachelor’s degree in Supply Chain, Logistics or similar field
Ability to create and maintain accurate, accessible and organized documentation
Solid ability to identify new business opportunities and communicate them to the sales organization
Strong listening and questioning skills; excellent verbal and written communication skills
Self-motivated and able to work well with minimal supervision or in a team environment; ability to establish and maintain effective, collaborative work relationships both internally and externally
Ability to quickly understand the client, their products and their industry

Responsibilities

Plans and monitors customer contact center schedules and operations.
Provides management information and productivity forecasts through the analysis of data.
Develops, monitors and analyzes key performance indicators.
Provides leadership to managers; may also provide leadership to supervisors and/or professional staff.
Has accountability for the performance and results of multiple related units.
Develops departmental plans, including business, production, operational and/or organizational priorities.
Controls resources and policy formation in area of responsibility.
Own the client relationship and provide organizational focus through the regular review of KPI metrics to gain momentum and ensure results
Work with clients, IT and field operations managers to coordinate and facilitate effective tests and startups
Ensure clients are proficient in using our online systems; provide training and support as needed
Partner with field operations managers to develop action plans to meet client strategic requests; hold operational review meetings to ensure client service requirements and expectations are being consistently achieved
Coordinate with field operations managers and clients to resolve conflicts in work priorities, resourcing, schedules and scope of work to be performed; document and communicate client compliance expectations and service requirements
Promptly respond to client strategic queries, ensure promises are kept and manage client strategic expectations; ensure resolution and follow-up on all strategic client issues in a timely manner
Monitor client account financial results compared to initial projections and pricing assumptions; address variances in projections and assumptions with all stakeholders as needed
Conduct root cause analysis and process reviews to identify preventive actions; coordinate with field operations managers on implementation of both preventive and corrective actions