About Ascent
Ascent Global Logistics, headquartered in Belleville, Michigan, is a leading global provider of expedited, time-critical logistics solutions and other direct transportation services. The company connects customers to its extensive carrier network, internal ground fleet and airline via its proprietary, digital PEAK freight marketplace, which provides robust carrier capacity and transparent pricing, backed by 24/7/365 logistics experts. Ascent's offerings include air charter and ground expedited solutions as well as truckload, less-than-truckload, global forwarding, brokerage, and managed transportation services. The experienced Ascent team solves customers' most challenging logistics needs by providing industry-leading service and top-tier satisfaction.
Our Guiding Principles
At the core of Ascent's culture is a strong commitment to excellence, driven by the passion and dedication of every team member. We're equally dedicated to going above and beyond for our customers, ensuring this commitment extends beyond our team and brings exceptional value to those we serve. We aim for perfect execution in everything we do and 'play hard' by creating an environment where tasks are performed with a can-do attitude from start to finish. We 'play smart' by delivering on our commitments in an honest, fair and ethical manner. We treat every person with whom we interface with the utmost dignity and respect. We understand that our teammates are our most valuable assets, so we 'play together' by making every effort to provide a professional and enjoyable experience, enabling careers to flourish and personal growth to be achieved.
What You'll Do
We are seeking a customer relationship professional to serve as a Manager, Customer Success. You will interact with the customer and Ascent stakeholders in a helpful and friendly manner to understand customer needs as you develop and maintain customer relationships for high-profile accounts for our global customer base. You thrive on exceeding goals and knowing your success positively impacts those around you. This role combines account management, product management, relationship building, and portfolio growth. Working to champion the customer's needs by working cross-functionality with our entire team.
Collaborate with stakeholders to define the Customer Value Proposition
- Identifying customer needs and requirements
- Engage with operations teams in understanding and meeting customer requirements.
Orchestrate contracting and customer onboarding with all stakeholders.
- Support contract negotiation, scope of work and appropriate KPIs
- Manage customer onboarding and service implementation.
- Ensure readiness of all stakeholders prior to launch
Monitor transition of service with stakeholders to meet scope work requirements.
- Establish communication requirements and escalation.
- Scheduled reviews with stakeholders.
- Monitor service to KPIs.
- Evaluation of transition to operations
Account Management
- Advocate for the customer to internal stakeholders. Share feedback and insights to optimize the customer experience.
- Evaluate, develop, and manage metrics reporting and facilitating metrics reviews with customers.
- Travel for on-site meetings, presentations, and hands-on support.
- Establish quality partnerships with both internal and external stakeholders.
Continuous Improvement
- Articulate and drive customer use requirements and value.
- Identify improvement opportunities and implement tailored solutions.
Portfolio Growth
- Value proposition and service expansion while maintaining trusted advisor status with the customer and internal stakeholders.
What You'll Bring
- Passion for solving customer issues and driving success.
- Excellent communication skills, ability to deliver complex ideas to diverse audiences.
- 2+ years of cross-functional, key account management or similar adjacent areas of support, logistics operations, supply chain, or sales.
- Expertise in the transportation and/or logistics industry and international logistics including air, ocean, border crossing and customs documentation requirements.
- Strategic mindset, with the capability to make difficult decisions.
- Demonstrated ability to develop strong relationships with customers.
- Ability to establish priorities and manage multiple activities to meet deadlines.
- A bachelor's degree or 5 years industry experience with at least 1 year in a leadership role.
Ascent's Competitive Benefits
- 401(k) and employer matching
- Life Insurance
- Health, Dental, Vision Insurance
- Short- & Long-Term Disability
- Paid Time Off (PTO)
- Employee Assistance Program
- Paid Parental Leave
- Employee Wellness Program
- Paid Holidays
- Employee Recognition Programs
- Flexible Spending Account (FSA)
- Tuition Reimbursement
- Health Savings Account (HSA)
- Overtime, Differential & Bonus Pay
What We Do
At Ascent, we solve supply chain and logistics challenges for thousands of customers worldwide. Ascent is a recognized supplier of the year for multiple Fortune 500 companies as well as a partner to thousands of small and medium-sized businesses. Ranked among the Top 100 Global 3PLs by Inbound Logistics as well as the Top 40 3PLs and Top 20 Freight Brokerages in North America by Transport Topics, Ascent’s #1 market share in the North American ground and air expedite market has provided it the foundation to become the preferred logistics provider to a marquee portfolio of the world’s largest and most sophisticated corporations. Ascent’s offerings include truckload, less-than-truckload, global forwarding, air charter, specialized, brokerage, managed transportation and expedite solutions. The company moves over 250,000 shipments annually through its competitive PEAK freight marketplace.
