Customer Success Manager - Implementations (Logistics/Supply Chain)

Stability Technology; Los Angeles (CA); Sur place; USD 80 000 - 100 000; Plein temps

Résumé du poste

A leading technology solutions provider is seeking a Customer Success Manager who will ensure the long-term success and optimization of client solutions following go-live. This role involves post-implementation support, managing service level agreements (SLAs), and key performance indicators (KPIs), while acting as a liaison between customers and internal teams. Candidates should have over 5 years of experience in a client-facing role within a 3PL/logistics environment, along with strong communication and problem-solving skills. The ideal candidate will drive operational excellence and enhance customer satisfaction.

Qualifications

• 5+ years of experience in post-implementation support, client success, account management, or operations within a 3PL/logistics environment.
• Strong understanding of WMS, TMS, EDI, and logistics technology ecosystems.
• Proven experience managing SLAs, KPIs, and customer performance metrics.

Responsabilités

• Serve as the primary point of contact for clients post-go-live.
• Monitor and manage service level agreements (SLAs) and key performance indicators (KPIs).
• Identify opportunities for process optimization and cost efficiencies.

Connaissances

Client relationship management

Communication skills

Problem-solving

Data analysis

Stakeholder management

Formation

5+ years of experience in post-implementation support or client success

Outils

WMS

TMS

EDI

Description du poste

The Customer Success Manager is responsible for ensuring the long-term success, stability, and optimization of client solutions following go-live within our 3PL network. This role focuses on post-implementation support, SLA adherence, KPI performance, and continuous improvement, acting as the primary liaison between customers and internal teams to drive operational excellence and customer satisfaction.

Essential Functions

• Serve as the primary point of contact for clients post-go-live, ensuring a seamless transition from implementation into steady-state operations.
• Own ongoing client relationships, providing proactive communication, issue resolution, and continuous support.
• Monitor and manage service level agreements (SLAs) and key performance indicators (KPIs) to ensure contractual and operational expectations are consistently met or exceeded.
• Analyze operational performance data, identify trends, and drive continuous improvement initiatives across warehouse, transportation, and system workflows.
• Partner with Operations, IT, Customer Service, and Engineering teams to troubleshoot issues, resolve escalations, and implement long-term solutions.
• Act as an escalation point for post-implementation challenges, ensuring timely resolution and minimal disruption to client operations.
• Facilitate regular business reviews (QBRs/MBRs) with customers, presenting performance metrics, insights, and recommendations.
• Identify opportunities for process optimization, system enhancements, and cost efficiencies within client accounts.
• Ensure ongoing system integrations (WMS, TMS, EDI) remain stable, scalable, and aligned with client needs.
• Maintain documentation of workflows, support processes, and best practices to standardize post-implementation support.
• Collaborate with implementation teams to capture lessons learned and improve handoff processes from onboarding to support.

Required Education and Experience

• 5+ years of experience in post-implementation support, client success, account management, or operations within a 3PL/logistics environment.
• Strong understanding of WMS, TMS, EDI, and logistics technology ecosystems.
• Proven experience managing SLAs, KPIs, and customer performance metrics in a client-facing role.
• Demonstrated ability to troubleshoot operational and system-related issues in a fast-paced environment.
• Strong stakeholder management and communication skills, with the ability to engage both technical and business audiences.