Client Success Executive

Fast-growing 3PL and we are hiring people who want to be challenged and grow with us. Leaders who aren’t afraid to roll up their sleeves – in fact, people who are passionate about the work. If you're that kind of leader – we invite you to apply and join us!

We are looking for a Client Success Executive based in Batavia, IL, reporting to the Director of Client Success.

Job Summary

The Client Success Executive is the primary liaison between us and its customers for service-based interactions and transactions. As the principal contact and relationship holder for key single and multi-facility accounts, the Client Success Executive needs to be able to identify issues and concerns addressed by customers and apply relevant policies to resolve issues. They should be able to proactively recommend strategies that improve the overall business relationship and shared goals and objectives of our customer partnership.

Responsibilities:

· Work directly with the Operations management and implementation teams for new customer and product implementation

· Participate in status update calls and providing input from the client services perspective

· Manage working relationship with customers, providing client support through research and documentation of issues working with the internal warehouse distribution center and other departments as applicable

· Assist with the development, implementation, and direction of our programs, policies, procedures, and guidelines to ensure efficiency and compliance

· Maintain daily, weekly and monthly Key Performance Indicators (KPIs) for customers and be an integral contributor to the regular Quarterly Business Review (QBR) process

· Conduct weekly conference calls with the customer and the operations staff at the facilities, and take part in internal labor planning meetings

· Day-to-day management of account(s) including, billing (weekly, month-end), SOP and related account activities, timely processing of customer orders including filling, shipping, inquiries and related follow up through emails, conference calls, etc.

· Ad hoc reporting/work as directed by manager

Knowledge, Skills, Abilities:

Knowledge:

• Presentation technology
• Business and Financial implications of decisions

Skilled In

• Project Management, Quality Management
• Microsoft Office (advanced Excel)
• Supervising a team of Customer Success Representative

Ability To

• Proactively recommend strategies that improve the overall business relationship and shared goals and objectives of our customer partnership
• Articulate presentation of ideas
• Learn our proprietary order/warehouse management system, as well as customer specific systems and related programs to ensure that customer’s inventory is managed properly
• manage difficult or emotional customer situations, respond promptly to customer needs and meet commitments
• identify and resolve problems in a timely manner, gather and analyze information, and develop alternative solutions
• communicate orally and in written form in a professional manner at all times with end users, customers, vendors and teammates, including senior management
• Align work with strategic goals

Selective Preference:

The ideal candidate will have 4-6 years of account management or business to-business customer service experience, ideally within a multi-client warehousing environment

Benefits

Full benefit package including Health, 401k, Dental, Vision

Our House Rules

SHOOT STRAIGHTTell it like it is. No exceptions.

OVER-DELIVERGo above and beyond. Every day.

OWN ITTake pride in your work. Be accountable.

STAY SAFEBe vigilant. Work safely, always.

HAVE FUNEnjoy the ride.

Job Type: Full-time

Pay: $85,000.00 - $92,000.00 per year

Benefits:

• 401(k)
• 401(k) matching
• Dental insurance
• Health insurance
• Life insurance
• Paid time off
• Vision insurance

Experience level:

• 4 years

Schedule:

• Monday to Friday

Supplemental pay types:

• Bonus opportunities

Travel requirement:

• No travel

Work Location: In person