Customer Success Manager/Client Service Manager

OneRail USA; Orlando (FL); On-site; USD 55,000 - 95,000; Full time

Job summary

An emerging leader in logistics technology is seeking a proactive Client Service Manager to enhance customer success. In this dynamic role, you will be the key liaison between clients and innovative solutions, ensuring seamless operations and exceptional satisfaction. Your responsibilities will include monitoring customer health, conducting strategic reviews, and advocating for clients' needs. This position offers a vibrant work environment with numerous perks, including flexible paid time off and a casual atmosphere. If you are passionate about delivering outstanding customer experiences and thrive in a fast-paced setting, this opportunity is perfect for you.

Benefits

Health and wellness insurance

401K match

Flexible Paid Time Off

Company-paid life insurance

Relaxed work environment

Onsite restaurant

Cappuccino machine

Stocked kitchen

Large breakroom

Ample free parking

Qualifications

• 3+ years in customer-facing roles, ideally in logistics or transportation.
• Strong communication and project management skills are essential.

Responsibilities

• Monitor customer health and identify retention risks.
• Conduct Quarterly Business Reviews and foster client relationships.

Skills

Customer Success

Communication Skills

Project Management

Time Management

Technical SLA Management

Analytical Skills

Education

Bachelor's Degree

Tools

MS Office

ClickUp

PowerBI

ZenDesk

Miro

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 cutting-edge solutions, you'll 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. You'll 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, customer-centric 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 cross-sell 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 customer-facing 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, self-motivated, and a true team player.
• Experience working with senior and executive-level customer contacts.
• Demonstrated ability and desire to work and excel in a fast-paced environment.
• Excellent time management and project management skills.
• Understanding of Internet and web applications with a desire to learn new technologies.
• Well-organized, 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 on-call support.

This position is fully in-office 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 same-day delivery programs for major companies like Lowe’s, Pepsi, American Tire Distributors, and Advance Auto Parts.

Regular, Full-time Team Member Benefits

• Competitive base compensation.
• Health and wellness Insurance with generous company contribution (medical, dental, vision).
• Company-paid life insurance, short-term and long-term 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 Company-paid 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 I-4, SR-528, and Florida's Turnpike.
• Ample free parking.

To view more details about what is like to work at OneRail, or to view a full list of career opportunities, please visit OneRail Careers.