Client Service Manager
Client Service Manager
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USD 70000 - 80000
1 Vacancy
Job Description
OneRail is seeking a proactive and driven Client Service Manager who thrives on delivering exceptional customer success in a rapidly evolving logistics technology startup. As the linchpin between our clients and our cuttingedge solutions youll take ownership of customer accounts leveraging your expertise to ensure seamless operations and unparalleled satisfaction. Your core focus will be on surpassing SLAs championing outstanding customer experiences and advocating tirelessly on behalf of our clients. Youll collaborate across teams and systems adhering to best practices while ensuring prompt resolution of issues and effective escalation when needed.
Responsibilities
Proactively monitor customer health to identify potential retention risks and growth opportunities.
Foster strategic alignment with assigned clients understanding their business objectives and providing proactive strategies to enhance their success.
Align client strategic objectives with our platform capabilities ensuring that our solutions meet and exceed their evolving needs.
Be the trusted advisor by cultivating relationships with assigned customers assisting them with issues leading regular meetings and consistently delivering a positive customercentric approach.
Conduct Quarterly Business Reviews (QBRs) with clients to review performance identify opportunities for improvement and align on strategic initiatives.
Collaborate with client and internal leadership to align transportation revenue projections and develop strategies to achieve mutual growth targets.
Serve as a customer advocate by capturing consistent feedback and fostering continuous improvement to relevant internal teams including Support Product Management Transportation and Development.
Take ownership of technical and transportation SLAs and ensure proper escalation of unresolved issues to ensure they are handled within contracted timeframes.
Generate accurate and timely reports showcasing relevant data such as Delivery stats (SLA Order data Coverage etc. CSAT NPS and various Technology data.
Stay attuned to crosssell and upsell opportunities within client accounts working closely with sales teams to capitalize on revenue growth potential.
Create and maintain knowledge base notes articles and SOPs to support ongoing customer success initiatives.
Perform other related duties as assigned.
Requirements
3 years of experience in a customerfacing role such as Customer Success Customer Support or Account Management
Experience in the logistics or transportation industry is a bonus
Possess strong phone written and verbal communication skills with excellent presentation skills
Confident high energy selfmotivated and a true team player
Experience working with senior and executivelevel customer contacts
Demonstrated ability and desire to work and excel in a fastpaced environment
Excellent time management and project management skills
Understanding of Internet and web applications with a desire to learn new technologies
Wellorganized with high attention to detail and the ability to prioritize
Proficiency with MS Office
Experience with ClickUp PowerBI ZenDesk and/or Miro are a plus
Ability to work outside of normal Eastern Standard Time business hours as oncall support
This position is fully inoffice in Orlando Florida.
About OneRail
OneRail headquartered in Orlando FL is the emerging leader in Final Mile delivery technology. Our OmniPoint SaaS platform uses proprietary algorithms and artificial intelligence to power efficient sameday delivery programs for major companies like Lowes Pepsi American Tire Distributors and Advance Auto Parts.
OmniPoint is the cornerstone of OneRails integrated final mile delivery solution.
- Capture. Within moments of a purchase that requires sameday delivery OmniPoint captures a shippers demand signal from their POS ERP or ecommerce system: what was ordered where it is where its going and when it needs to be there.
- Optimize. OmniPoint uses this data to specify the optimal vehicle for the orders size and weight as well as any extra services required. OmniPoint then calculates allin shipping costs and optimizes delivery routing.
- Execute. Customers can direct deliveries to their fleet or OneRails nationwide network of 12 million couriers available 24/7/365.
- Support. Deliveries can be supported as they occur by OneRails skilled Exceptions Assist team to handle unforeseen delivery issues on the customers behalf.
- Follow Up. OmniPoint enables the consumer or receiving business to track their order delivery in real time and provide feedback through a customerbranded interface.
OneRail has been recognized by Gartner as one of the most innovative solutions in the Final Mile delivery space. We ranked in the top 100 of the Inc. 5000 list of the fastestgrowing US private companies in 2022 and 2023 and received an Inc. Best Workplace award in 2023.
Regular Fulltime Team Member Benefits
- Competitive base compensation
- Health and wellness Insurance with generous company contribution (medical dental vision)
- Companypaid life insurance shortterm and longterm disability
- 4 401K match with immediate vesting of Company match
- Continuing Education Opportunities
- Flexible/Open (Uncapped) Paid Time Off (PTO) Policy for Salaried Team Members*
- Competitive Paid Time Off (PTO) Policy for Hourly Team Members*
- Generous Companypaid Holidays
Onsite Team Member Job Perks
- Relaxed/casual work environment
- Standing desks
- Recreational and Video games
- Large breakroom and lounge
- Stocked kitchen and fridges
- Cappuccino machine
- Onsite restaurant and daily food trucks
- Offices conveniently located with quick access to I4 SR528 and Floridas Turnpike
- Ample free parking
OneRails Travel Policy for Remote Team Members
While OneRail allows remote work for certain posted roles noted as Remote Work Available on the Companys website a core requisite for all roles is that team members be willing and able to occasionally travel to OneRails Orlando Florida headquarters. All team members are required to participate in onsite onboarding at the onset of employment and then on an asneeded basis thereafter as a condition of their employment.
To view more details about what is like to work at OneRail or to view a full list of career opportunities please visit
Required Experience:
Senior IC
Employment Type
Full-Time
