Client Service Manager

Job Description

Job Description

OneRail is seeking a proactive and driven Customer Success Manager/Client Service Manager who thrives on delivering exceptional customer success in a rapidly evolving logistics technology startup. As the linchpin between our clients and our cutting-edge solutions, you'll take ownership of customer accounts, leveraging your expertise to ensure seamless operations and unparalleled satisfaction. Your core focus will be on surpassing SLAs, championing outstanding customer experiences, and advocating tirelessly on behalf of our clients. You'll collaborate across teams and systems, adhering to best practices while ensuring prompt resolution of issues and effective escalation when needed.

Responsibilities

• Proactively monitor customer health to identify potential retention risks and growth opportunities.

• Foster strategic alignment with assigned clients, understanding their business objectives, and providing proactive strategies to enhance their success.

• Align client strategic objectives with our platform capabilities, ensuring that our solutions meet and exceed their evolving needs.

• Be the trusted advisor by cultivating relationships with assigned customers, assisting them with issues, leading regular meetings, and consistently delivering a positive, customer-centric approach.

• Conduct Quarterly Business Reviews (QBRs) with clients to review performance, identify opportunities for improvement, and align on strategic initiatives.

• Collaborate with client and internal leadership to align transportation revenue projections and develop strategies to achieve mutual growth targets.

• Serve as a customer advocate by capturing consistent feedback and fostering continuous improvement to relevant internal teams, including Support, Product Management, Transportation, and Development.

• Take ownership of technical and transportation SLAs and ensure proper escalation of unresolved issues to ensure they are handled within contracted timeframes.

• Generate accurate and timely reports showcasing relevant data such as Delivery stats (SLA, Order data, Coverage, etc.), CSAT, NPS, and various Technology data.

• Stay attuned to cross-sell and upsell opportunities within client accounts, working closely with sales teams to capitalize on revenue growth potential.

• Create and maintain knowledge base notes, articles, and SOPs to support ongoing customer success initiatives.

• Perform other related duties as assigned.

Requirements

• 3+ years of experience in a customer-facing role, such as Customer Success, Customer Support or Account Management

• Experience in the logistics or transportation industry is a bonus

• Possess strong phone, written, and verbal communication skills with excellent presentation skills

• Confident, high energy, self-motivated, and a true team player

• Experience working with senior and executive-level customer contacts

• Demonstrated ability and desire to work and excel in a fast-paced environment

• Excellent time management and project management skills

• Understanding of Internet and web applications with a desire to learn new technologies

• Well-organized, with high attention to detail and the ability to prioritize

• Proficiency with MS Office

• Experience with ClickUp, PowerBI, ZenDesk, and/or Miro are a plus

• Ability to work outside of normal Eastern Standard Time business hours as on-call support

This position is fully in-office in Orlando, Florida.

Note: This role falls under Comp Band 4 with the annual base compensation is expected to be between $70,000 to $85,000. In addition to the base compensation, the role is eligible for variable compensation incentive pay through cross-sell and up-sell opportunities.

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