Head Of Client Solutions

Head of Client Solutions

Zuum is a rapidly growing, tech startup which is transforming the $1.2 trillion logistics industry. Zuum connects enterprise shippers to carriers on an automated platform. To better understand what we are about, please check out our website Zuum Transportation and our Career Page.

The Head of Client Solutions will play a crucial role in our growth of DFM and positioning within the marketplace of Logistics Tech Platforms. This individual understands and embraces the fact that he/she will do much more than simply ensure customer satisfaction. They are and need to be an instrumental growth engine for the company. They are the ones who provide a return on investment by developing and tactically implementing the strategic plans for success and providing Peace of Mind to our clients and their customers.

This role will be the leader, the innovator of the Client Success Team and take ownership of Client Strategy/Implementation, Customer Success/Quality Assurance, and Account Development functions, understanding and solving our clients and their customers’ real business needs by helping them realize our complete product solutions and their adoption. 

Through systems, processes and leading high-performing teams, this Leader of Client Solutions will consistently deliver value and identify new opportunities to improve client outcomes and deepen client relationships.

Responsibilities:

• Provide strong leadership to a team of Client Solutions Managers.
• Foster a collaborative and results-driven team culture.
• Set clear performance expectations, conduct regular performance reviews, and support professional development.
• Provide sustainable and consistent client onboarding, implementation, training, and support strategies.
• Tactically and strategically be able to identify new business opportunities through a deep understanding of the client’s supply chain, business metrics, and our tech-enabled solutions.
• Ensure Client Success through continuous quality assurance. Conduct business reviews with our clients on a monthly, quarterly, and annually basis. 
• Carrying out periodic health checks on accounts to avoid churn.
• Attain a deep understanding of daily operations.
• Proactively spot and address found deficiencies.
• Accountability for the growth and performance of all Client Solutions Teams and team members
• Provide coaching and assist in navigating difficult client conversations while collaborating with internal stakeholders.
• Provide consistent, highly professional customer service in a fast-paced, dynamic environment.
• Presents diplomacy, tact, and poise under pressure when working through customer issues. 
• Gathering customer feedback and sharing it internally to improve the product and/or establish better Customer Support practices.
• Analyzing customer data and helping them discover aspects of the product that are most beneficial to them.
• Firefighting during account escalations.
• Be a Product Expert and keep our clients updated on changes to the product they’re using, new features, and new products they might find useful.
• Upselling and cross-selling through review of customers’ progress‍.
• Encouraging customer advocacy through internal NPS surveys, external reviews, case studies, testimonials, and referrals.
• Upselling and cross-selling through review of customers’ progress‍.

Experience:

• Minimum of at least 2 years managing $100 million of freight
• Minimum of at least 2 years management experience
• Bachelor's degree in business or a related field
• Experience in client management
• Employee Management experience
• Written and verbal communication skills
• Organizational and time-management skills

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