Customer Success Manager

Department:

Operations

Job Description:

JOB SUMMARY: The Customer Success Manager oversees a team responsible for managing specific segments of accounts or individual key accounts. This role ensures seamless communication, delivery excellence, and growth for our customers, contributing to Stevens' reputation for reliability and superior service in the logistics and transportation industry. In addition to overseeing Customer Account Management Coordinators, the CSM will manage the performance and development of Customer Success Associates (CSA), Customer Success Representatives (CSR), Account Managers, and Senior Account Managers for their specific team or account.

KEY RESPONSIBILITIES:

• Lead, mentor, and manage a team consisting of Customer Success Associates (CSA), Customer Account Management Coordinators, and Senior Account Managers for Executive Accounts, ensuring alignment with company and customer goals.
• Act as the primary point of contact for high-value accounts or account segments, fostering strong client relationships.
• Drive team performance to meet or exceed service level agreements (SLAs), including on-time delivery and customer satisfaction metrics.
• Oversee the booking, tracking, and tracing of shipments, providing regular updates and proactive solutions to any issues.
• Collaborate with internal departments (e.g., Operations, Sales, and Logistics) to ensure resources are allocated effectively and service commitments are met.
• Monitor key performance indicators (KPIs) for customer accounts, such as freight efficiency, revenue growth, and service reliability.
• Identify opportunities to grow accounts by introducing additional services and creating value for clients.
• Manage escalations, resolve issues, and implement strategies to prevent future disruptions.
• Provide detailed reporting on account health, team performance, and customer feedback.
• Conduct regular team meetings and one-on-one coaching to ensure professional development and adherence to best practices.

TEAM MANAGEMENT RESPONSIBILITIES

Customer Success Associate (CSA):

• Oversee the daily tasks and performance of CSAs, ensuring they manage customer inquiries, coordinate shipments, and resolve service-related issues.
• Ensure CSAs provide timely updates on shipments, assist with scheduling pick-up and delivery appointments, and handle heavy data entry and reporting tasks.
• Support CSAs in handling high volumes of email and calls, providing guidance on effective time management and customer service techniques.

Customer Success Representative:

• Oversee coordination between sales, customer service, and internal departments for smooth execution of customer orders.
• Guide the team in scheduling, tracking shipments, resolving scheduling conflicts, and maintaining accurate records and reports.
• Ensure that team members are efficiently processing orders, tracking shipments, and handling proof of delivery.

Account Managers:

• Serve as the single point of contact for assigned customers, building and maintaining relationships.
• Balance capacity and freight with internal departments, track and trace shipments, and ensure on-time performance of 95% or better.
• Manage bookings, resolve service issues, and maintain key carrier performance indicators.

Senior Account Manager - Executive Accounts:

• Manage high-priority executive accounts, ensuring that services align with the complex needs of these customers.
• Lead efforts to identify opportunities for additional freight and services, eliminating empty miles and ensuring high levels of service.
• Ensure that all service-level agreements and KPIs for these accounts are maintained.

QUALIFICATIONS

MINIMUM QUALIFICATIONS:

• Bachelor’s degree in Business Administration, Logistics, Supply Chain, or a related field (preferred).
• 5+ years of experience in customer success, account management, or logistics, including at least 2 years in a leadership role
• Proficiency in Microsoft Excel and familiarity with AS/400 or similar operating systems.
• Strong organizational skills, with the ability to manage multiple priorities in a fast-paced environment.
• Excellent interpersonal, communication, and negotiation skills.
• Proven ability to meet deadlines, solve complex problems, and think strategically

PREFERRED QUALIFICATIONS:

• Experience managing multi-million-dollar accounts or complex client portfolios.
• Background in refrigerated or temperature-controlled transportation.
• Familiarity with customer service technology platforms and reporting tools.

SKILLS & ABILITIES:

• Leadership
• Account Management
• Growth Identification
• Cross functional collaboration
• Critical thinking
• Root cause identification
• Problem solving
• Goal setting
• KPI monitoring
• Customer service
• Business solicitation
• Negotiation
• Relationship building
• Scheduling
• Project management
• Data analysis
• Effective communication
• Teamwork

Workshift:

Education:

In compliance with Federal and State equal employment opportunity laws, qualified candidates are considered for all positions without regard to race, color, religion, sex, national origin, age, marital status, veteran status, non-job-related disability, or any other protected group status.