Customer Success Manager - West Center

Title: Customer Success Manager

Department: Brokerage

Reports to: Director of Sales Operations

FLSA Status: Exempt

Position Overview

The Customer Success Manager reports to the Director of Sales Operations and is responsible for the company’s client success through world class onboarding, CRM data integrity including associated activities, metrics, reporting and performance. This position will work closely with leadership, management and production teams across all business units in brokerage (Truckload, Drayage and Intermodal).

This position will not only oversee all processes related to the onboarding of new customers, but also act as the liaison between various ITS Logistics departments and our customer. They will set the tone with the customer about the onboarding process.

Furthermore, this role will be instrumental in driving cross-selling initiatives to our client base by fostering enthusiasm and awareness within the organization. Key responsibilities include interacting with customers, coordinating weekly meetings with sales teams and business unit leaders, and maintaining comprehensive CRM profiles.

 

Principal Accountabilities

The Customer Success Manager is responsible for the following job duties:

· On-going assessment, design, development, implementation, evaluation and management of ITS Logistics’ customer onboarding program.

· On-going orchestration, development, implementation, and management of cross selling activities.

· Administration of all dynamics pertaining to customer onboarding including but not limited to onboarding checklists and roadmap, operations, EDI integration, financial set up, visibility to customer SOPs, etc.

· Provide data and analytics to leadership on success of customer onboarding program to measure ROI.

· Provide data and feedback to leadership on success of cross selling efforts by the ITS Sales organization.

· Ensures accurate customer profiles and documentation of customer onboarding process in CE, Dart and other necessary systems.

· Supports business reviews and leadership check-ins to support the customer’s continued partnership.

· Maintains a thorough understanding of all services provided to customers and owns onboarding process across all services.

· Review what services were offered and evaluate ITS Logistics’ readiness to provide.

· Evaluate technology needs and facilitate IT support. Encourage customer integration(s).

· Define cross selling opportunities. Heavy focus on intel gathers about customer.

· Develop and administer post customer onboarding review process.

 

Qualifications

Minimum Qualifications:

- Bachelor’s degree (preferred) in business, logistics management or related field.

- Three or more years of experience in working with customers or sales in logistics.

- Track record of establishing and maintaining strong customer relationships.

- Track record of strong organizational skills and project management.

 

About You

- Ability to think analytically and interpret data to drive decisions

- Ability to document SOPs based upon an excellent understanding of standard business practices related to operational processes and all systems

- Ability to work under pressure in a dynamic environment

- Strong follow through and ability to work in groups and see projects to completion without significant oversight needed

- Advanced Technology understanding and competency including Microsoft Office Suite

- Strong orientation toward serving Customers to the best of your abilities

- Leader first, exhibiting our company values day in and day out

- Ability to communicate effectively to internal and external stakeholders, both verbally and in writing

- Excellent attention to detail, organizational, and time management skills

- Ability to thrive in a fast-paced team environment, without compromising quality or customer care

- Strong work ethic

About ITS Logistics ITS Logistics is a premier Third-Party Logistics company (3PL) that provides personalized supply chain solutions with an asset-based dedicated fleet, warehousing and distribution services, and nationwide multi-modal freight brokerage. Founded in 1999, ITS Logistics operates daily throughout the U.S. and proudly offers unparalleled service backed by its strong family values and work ethic.

The Culture Our associates enjoy a strong sense of teamwork, community, career growth, and work/life balance. We actively seek team members who will add value to the business and strength to our culture. Treating others with respect and compassion is at the core of the ITS philosophy. We provide a safe and positive working environment for our employees and offer opportunities to grow, both personally and professionally. This belief also extends to our community, where we work to provide economic stability through quality employment opportunities and give back whenever we can.

This role is an exciting opportunity for the candidate who wants to make a difference within an expanding organization and be a part of a growing global industry. To learn more about ITS Logistics visit: https://www.its4logistics.com/services/freight-brokerage/