Client Success Manager

Client Success Manager Reports To Senior Director Client Success Location Remote or Chicago IL Environment Hybrid Who We Are Recognized by Gartner in their Modern 4PL Market Guide Redwood Logistics is at the forefront of industry innovation Our cutting edge supply chain technology pairs with the expertise of our brilliant minds to empower logistics execution across North America and Mexico Leveraging a comprehensive range of services data centric network solutions and a seamlessly integrated platform we have established our prominence as a key player in the mid market segment within the freight tech industry Whether youre just starting your career or are an established professional looking for your next opportunity Redwood inspires innovation across teams to provide transformative solutions for our customers Purpose of Your Work As a Client Success Manager working within Redwood Supply Chain Solutions one of our entities you will be responsible for managing a group of customers How You Make a Difference Everyday Actively manage and own a portfolio of clients with a mixture of complexity and servicesHave a master level understanding of the Managed Services department service offering and the corresponding processes systems and teams that support the service offeringHave a master level understanding of the overarching Redwood Logistics services offering across other business unitsBuild strong and impactful relationships with our client counterparts developing and cultivating collaborative partnershipsEffectively collaborate with other teams or individuals to accomplish deliverables when individuals dont report to youSet weekly monthly quarterly and annual communication cadences with clients to facilitate key initiatives performance and account deliverablesDevelop and own internal and external account reporting including creating static TMS reports training clients on on demand TMS reporting facilitating advanced analysis and reporting with the Engineering team and leveraging Tableau reporting & dashboardingCreate conduct and lead consistent client business review presentations to include performance KPIs market updates and supply chain initiatives that drive growth or continuous improvement virtually or in person with in person being preferredEfficiently and effectively resolve high level customer escalations through a continuous improvement model and processUphold SLAs and enforce compliance across functional teams including operations freight audit carrier management finance andor implementation teamsMonitor billing and receivables processes to ensure timely carrier payment and timely customer paymentDrive customer implementations to ensure smooth transitions setting communication expectations reporting & visibility developing customer expectations & requirements and facilitating with other departmentsEnsure client retention by facilitating a contract renewal process ensuring Redwood maintains all service agreementsManage client portfolio with 100 retention YOYIdentify and drive forward opportunities within client portfolio to grow with Redwood either through adding services or continuous improvementIdentify and close growth opportunities within client portfolio contributing to the overall team growth goalsEnsure all client activities documentation and communication are documented in a timely fashion in Redwoods repository Confluence and CRM SalesforceIntegrate with other departments operations freight audit implementation procurement etc to create a unified approach to our clients Youve Got This Ability to analyze dataStrong desire to help and a proven track record of working with large customersAbility to remain calm under pressure and drive results in a dynamic fast paced environmentAbility to effectively multitask and prioritize responsibilities and lead by exampleExcel in detail orientation digging into details in order to develop solutions communicating them effectivelyProven track record to adapt and react quickly to changing expectationsBachelors Degree requiredHigh integrityExperience with Mercury Gate Oracle Transportation Management or otherTransportation Management SystemsAbility to travel up to 30 for customer meetings and trainingProven track record of successful problem solving and critical thinkingIntermediate understanding of creating and maintaining reporting including using MicrosoftOffice products Outlook Excel Word and Power PointFull understanding of transportation modes small parcel LTL TL partial flatbed intermodal and market trendsIn depth understanding of building and maintaining customer relationshipsHistory of proven customer service as well as written and verbal communication skills What We Offer Access to experts and resources for your Learning & Development journeyOpportunity for internal mobilityEmployee referral bonus programEmployee Resource Groups ERGsAnnual fundraising and volunteer events to give back to communitiesPaid time off floating holidays time off to volunteer and rolloverPaid parental leaveMedical dental vision and 401k plans with matchFlexible spending account mass transit and dependent care plans availableHealth savings account with a annual company contribution for plan participantsShort term and long term disability; life insurance policies subsidized by company Work Schedule This position is full time and hybrid Monday through Friday from 800 AM to 500 PM with an hour break but flexibility is available based on coverage Compensation Range 57600 90200 This position is eligible to earn annual incentives based on individual and company performance The estimated pay range reflects an anticipated range for this position The actual base salary offered will depend on a variety of factors including the qualifications of the individual applicant for the position years of relevant experience specific and unique skills level of education attained certifications or other professional licenses held and the geographical location in which the applicant lives andor which they will be performing the job Additional benefits including pet insurance accident care access to legal advice and more Redwood is an equal opportunity employer Employment decisions at the Company are based on individual merit qualifications abilities and the Companys needs and resources The Company does not discriminate in recruiting hiring compensation promotions discipline termination or any other aspect of employment on the basis of an individuals actual or perceived race color creed religion sex including pregnancy childbirth and related medical conditions sexual orientation gender identity national origin ancestry citizenship status age disability marital status military service or status genetic information arrest and conviction record credit history or any other basis protected by applicable law

Created: 2025-03-12