Client Success Manager - Logistics Industry in Indianapolis, IN at Vaco

Date Posted: 6/12/2019

Job Snapshot

Job Description

Our Client located Northwest Side of Indianapolis is looking to add to their team. This is a direct hire opportunity.

The Client Success Manager - New Customer Onboarding ensures successful client on-boarding and engagement through a defined process and supported. In addition to handling the tactical elements of building a project plan and holding team members accountable to tasks, the Client Success Manager - New Customer Onboarding must develop and own the communication structure to internal and external customers

A major element of this role includes developing both the contract and statement of work with our customers, including key performance indicators and service level agreements. These act as the basis for how all departments work together at both and our customers and ensures everyone has a voice. To keep team members updated, a variety of tools and reports must be managed, including but not limited to:


* Regular weekly check-ins with customer
* 30,60,90-day implementation reviews
* Task management
* Documenting and managing implementation challenges
* Creating regular report-outs to project and leadership teams
* Facilitate and lead all project related meetings to various stakeholders

The Client Success Manager - New Customer Onboarding is required to participate in meetings with all levels of the company and strategically discuss elements of the project. This includes holding all levels of the corporation accountable to their assigned tasks.

The Client Success Manager - New Customer Onboarding assists Director of Project Management and can be held accountable for meeting both strategic and tactical goals as defined in the company's Strategic Plan and is part of the Strategic Team. They will actively participate and own portions of each Strategic Goal to support the outcome.

The Client Success Manager - New Customer Onboarding owns bid reviews and completion of RFI (Request for Information) portions of the bids. Must be able to review a bid invite and determine appropriate team members to assist in pricing and drafting processes. This includes owning the storage and maintenance of all bid documents in a shared environment

The Client Success Manager - New Customer Onboarding works closely with employees in a multitude of departments - Sales, Operations, IT, Accounting, Warehouse, & Leadership Team - to ensure the company meets its external and internal obligations. The collaborative nature of this work is to ensure the most efficient use of resources as well as to ensure individuals are not duplicating efforts.


Key outcomes expected

Client Service Delivery/On-boarding: Ensure the successful on-boarding of new clients as well as continued effectiveness of current client relationships:
- Works closely with the Director of Project Management and project team members to develop an effective client on-boarding process that meets the organization's goals of client service and profitability.
- Co- manage client project schedules to ensure on-time completion of all agreed-upon deliverables according to defined quality standards.
- Manage project resources for operational ownership in both the warehouse and transportation in regard to training and communication
- Coordinate project reporting with Director of Project Management to include in implementation reviews and quarterly reviews
- Monitor ongoing progress of clients following on-boarding engagements and track progress toward agreed-upon business goals.
Represent Logistics:
- Provide courteous, professional service to both internal and external customers.

Critical skills, knowledge, and behaviors

-Demonstrates specific industry knowledge in 3PL and logistics segments.
-Demonstrates experience in applying tenants of project management and business process improvement.
-Have willingness to learn how to utilize database reports, transportation and warehouse management systems
-Able to manage an overall process of a department or division, including setting and meeting schedules, prioritizing and following up on tasks, and performing responsibilities efficiently and timely (time management).
-Effective analytical, problem solving and decision-making skills (can gather and analyze data and information and draw conclusions). Able to think logically and analytically.
-Demonstrated ability to read and interpret financial statements. Ability to analyze financial information, recognize trends, and make decisions.
-Able to prioritize, organize tasks and time, and follow up.

-Effective verbal, written, and interpersonal skills, with an emphasis on listening skills. Can effectively communicate with a variety of individuals with diverse backgrounds, education, and economic levels and roles.
-Demonstrates effective presentations skills, both in content and delivery.
-Demonstrates customer service orientation.
-Proactive in anticipating and alerting others to problems with projects or processes.
-High detail orientation and accuracy.
-Able to work well in a team environment and as part of a team. Demonstrates ability to effectively lead a team to successful completion of a project.
-Able to negotiate with and influence others.
-Able to resolve conflicts.
-Required proficiency in computer skills, including but not limited to: Microsoft Word, Excel, PowerPoint, Office 365 (CRM, SharePoint, OneNote) Visio, Project, Internet usage (e-mail).

Experience, education, degrees, licenses

B.A./B.S. in business, finance, logistics, or organizational communication preferred; OR 5-7 years' experience in the logistics industry, preferably hand-on project management experience and customer service, or equivalent