Client Success Manager

What You'll Do

• Oversee and manage Account Coordinators, Associates, Specialists, Advisors, and Team Leads, including onboarding, coaching, performance management, and talent engagement.
• Identify internal talent for the Success team and act as the hiring manager for open positions.
• Ensure Team Leads effectively manage their teams, aligning performance with overall goals.
• Collaborate with Team Leads to establish team goals in alignment with company-wide initiatives.
• Conduct regular 1:1 meetings with Team Leads to discuss performance, challenges, engagement, and provide coaching on people management.
• Hold 1:1 meetings with direct reports to discuss progress, successes, and areas for improvement.
• Conduct quarterly career development discussions with Team Leads and direct reports, focusing on growth opportunities, strengths, areas for development, and goal-setting.
• Provide proactive coaching and manage performance in line with established processes.
• Partner with Employee Relations to assess talent, identify flight risks, and evaluate performance metrics.
• Foster a high-performing, collaborative team culture by providing training, coaching, and actionable feedback.
• Communicate organizational changes clearly to your team, explaining the reasoning behind changes and promoting a positive outlook.
• Ensure all employees maintain professionalism and intervene when necessary.
• Assign stretch projects and tasks to engage employees and provide developmental opportunities.
• Contribute to the team’s forecasting process and help drive accountability toward achieving team goals.
• Collaborate with the Business Development Manager and Business Development Representatives to manage the team load board, including appointments, shipments, tracking, and pricing.
• Assist with aging to minimize invoicing issues and manage DSOs.
• Utilize the customer onboarding SOP to ensure a smooth and efficient onboarding process, giving Arrive a competitive edge.

Qualifications

• Associate’s or Bachelor’s Degree in a relevant field (preferred).
• 3+ years of experience in Operations or Account Management at a 3PL.
• Previous management experience is required.
• Completion of the Arrive Leadership Rise program.
• Exceptional communication and interpersonal skills, both written and verbal.
• Ability to collaborate cross-functionally with teams to achieve results.
• Proficiency in Microsoft Office, including conducting analysis and creating presentations independently.

Supervisory Responsibility

• This position supervises Client Success Team Leads, Associates, Representatives,  Senior Representatives, and Specialists within the department.

The Perks of Working With Us

Take advantage of our comprehensive benefits package, including medical, dental, vision, life, disability, and supplemental coverage.
Invest in your future with our matching 401(k) program.
Build relationships and find your home at Arrive through our Employee Resource Groups.
Enjoy office wide engagement activities, team events, happy hours and more!
Leave the suit and tie at home; our dress code is casual.
Work in the booming city of Tampa, FL – we are in a convenient location close to the airport, bay, and downtown.
Start your morning with free coffee!
Park your car for free on site!
Maximize your wellness with free counseling sessions through our Employee Assistance Program.
Take time to manage your physical and mental health - we offer company paid holidays, paid vacation time and wellness days.
Receive 100% paid parental leave when you become a new parent.
Get paid to work with your friends through our Referral Program!
Get relocation assistance! If you are not local to the area, we offer relocation packages.