Customer Success Manager

Summary: The Customer Success Manager is the main point of contact for all customers in the warehouse operation. They are responsible for the success of their accounts by fostering relationships, monitoring the day-to-day operations, and providing key performance indicator reports on stability.

The information below represents essential duties of this position:

• Complete tasks and responsibilities in line with EASE’s customer service model and service levels.
• Capitalize on business opportunities by offering customer timely solutions to resolve their needs.
• Maximize existing account growth and stability through the effective deployment of company resources.
• Educate the customer on additional services and solutions EASE has to offer.
• Adapt to customer needs to help them meet their goals by leveraging technologies, processes, and personnel.
• Support customers and drive optimal results by staying up to date on all forecasting, seasonality trends, and market knowledge.
• Oversee that timely and accurate updates are provided to customers in compliance with expected cadences.
• Leverage the tools, data, and reports available to provide the best customer experience possible.
• Develop in-depth knowledge of customer businesses and technologies to drive integration with the customer’s operations.
• Leverage all customer engagements as opportunities to deploy strategic initiatives and deepen relationships.
• Provide detailed reports and understanding of customer operations when needed.

• Own the customer relationship and provide feedback to drive organizational focus through the regular review of KPI metrics to gain momentum and ensure results.
• Participate in monthly, quarterly, and annual reviews of customer performance through EASE’s reporting processes and standardized reports.
• Report account growth and KPI’s MoM, and YoY.
• Act with a sense of urgency to solve problems and look for ways to improve operational inefficiencies.
• Maintain and oversee team performance to the full extent and utilize available resources to complete tasks.
• Ability to think strategically and work independently to drive better results for existing business and developing new business accounts.
• Assist in root cause analysis of operational issues and assist in developing and/or proposing countermeasures to the problem/issues.
• Escalate operational errors or service failures to the Director of Warehouse Operations.
• Schedule and coordinate visits and outings with customers (customer engagement).
• Help resolve all Accounts Receivable/Accounts Payable issues by communicating the correct information to Accounting.
• Work with the Director of Warehouse Operations on account coverage when out of office.
• Ensure all operations are reviewed before leaving or assigned to the appropriate personnel.
• Perform all necessary clerical customer-facing tasks (updates/portals/EDI).
• Confirm all relevant systems (TMS system, portals, etc.) are updated with the most accurate and timely information.
• Coordinate with Leadership team on all customer reviews, meetings and engagements.
• Represent EASE in a professional manner to current customers, potential customers and within the industry
• Drive for operational results and meet performance goals, KPIs, and adhere to SOPs and other processes and procedures and policies.
• Responsible for providing leadership, mentorship, direction, feedback, and support for the team members supporting the accounts.
• Responsible in assisting with the onboarding, education, and development of new team members when they join your solutions team.

Qualifications:

• Education & Experience
  • High School Diploma or GED required.
  • A Bachelor’s degree and a minimum of 3-4 years of related experience are preferred.
  • An Associate’s degree and a minimum of 5-6 years of related experience are preferred.
  • In lieu of a degree, a minimum of 6+ years of related experience is preferred.
  • Additional related training and certifications will be weighted on a case-by-case basis.
• Additional Desired Skillset
  • Energetic, relentless, and thrives on operational successes.
  • Sales, customer service, and/or negotiation-related talents.
  • Excellent communicator with a great phone presence.
  • Constructive problem solver.
  • Flexible in work hours and adaptable to changing workload.
  • Proficient in Microsoft Outlook and Teams, Excel, and Word.
  • Experience in the transportation industry is an asset; otherwise, one must be willing to learn a lot very fast.
  • Ability to remain calm under sometimes stressful situations.
  • Ability to multi-task and adapt quickly to different situations.