Role Description

The Client Relationship/Success Manager (CRM) is a multifaceted position dedicated to managing and streamlining all functions for assigned portfolio of freight audit and pay clients. CRMs are the eyes, ears, and voice of Loop's Data2Logistics clients, managing, monitoring, and tracking all business interactions including:

• Invoice processing
• Communications
• Implementations
• Contracts
• Issue resolution

The position involves proactively communicating both to the client and within the collective team to maintain a win/win business partnership with clients. The CRM is responsible for maintaining overall client satisfaction and identifying new opportunities for client revenue.

• Creating strategic and tactical plans to uncover revenue projects for clients
• Influencing decision makers within the account
• Creating, pursuing, and assisting in closing sales opportunities
• Monitoring and tracking projects within their clients

More About the Role:

• Managing up to 2.5 million dollars in client revenue
• Monitoring client fees and carrier volumes to ensure all under contract fees and additional fees are charged and collected
• Aggressively growing client revenue consistent with company goals and targets
• Managing client account receivables
• Responsible for all assigned client renewals and managing adherence to client contract terms
• Understanding and monitoring client P&Ls to improve profit, revenue, and margins
• Monitoring and working with Operations for consistent, accurate, and on-time closes
• Reviewing client reports for accuracy and proactively investigating trends
• Tracking and managing project deliverables and client communication for implementations
• Being the first point of contact for internal and external business escalations
• Collaborating with Account Coordinators and Operations team members
• Logging communications and issues in the appointed CRM system
• Overseeing internal resources to implement new and incremental business
• Managing and tracking the status of requirements throughout the project lifecycle
• Collaborating with Operations, Finance, Global Ops, and IT to test new tools
• Assuming a proactive approach to improving new tools and processes
• Monitoring the Dashboard and satisfaction calls to anticipate future requirements
• Meeting CRM KPI’s and metrics as defined
• Reviewing productivity and quality metrics
• Analyzing and verifying client requirements for completeness
• Maintaining an up-to-date understanding of industry trends
• Establishing and maintaining in-depth knowledge of client’s business
• Developing and organizing client presentations
• Soliciting, interpreting, and documenting client/user requirements
• Delivering professional Quarterly Business Reviews for Clients
• Prioritizing requests from clients to ensure appropriate resource availability
• Supporting corporate sales efforts by providing feedback on client issues
• All other duties assigned

Qualifications

• 10+ years’ experience in freight bill processing and payment, logistics, and supply chain management
• Independent thinker, logical, strategic with high attention to detail
• Excellent communication skills (written and verbal)
• Excellent presentation and proposal writing skills
• Problem-solving skills and techniques
• Program and Project Management Skills
• Negotiation and Sales Experience
• Proficient computer skills: Comfortable with systems and proficient in Access, Excel, PowerPoint, Visio, Microsoft Project, and other applications
• Professional demeanor with the ability to creatively solve problems
• Engaging personality with the ability to interact under high-pressure scenarios

Requirements

• Expert knowledge of carrier billing process
• Expert knowledge and understanding of freight bill processing and payment
• Expert knowledge and understanding of carrier modes and service levels
• Extensive understanding of client transportation, logistics, and supply chain functions
• Specific Industry vertical knowledge a plus
• Professional Services experience and understanding a plus
• Account coordinator experience a plus
• Power BI experience a plus

Education

• BA Business, Marketing or Economics (or equivalent experience)
• MBA Preferred or a combination of education and customer service or sales experience
• 15+ years’ experience in a client relations, customer service or sales role

Benefits

• Premium Medical, Dental, and Vision Insurance plans, with generous company contribution
• 401k plan with a 4% company match
• Flexible, Unlimited PTO
• Professional development opportunities
• Open to applicants from any US state with the exception of AK, HI, WA and OR

Location

Atlanta, Georgia (Remote)

Department

060801 - Customer Service

Employment Type

Full-Time

Minimum Experience

Experienced