Senior Customer Success Manager — Executive Accounts

Stevens Transport, Inc.; Dallas (TX); Vor Ort; USD 95.000 - 135.000; Vollzeit

Zusammenfassung

Stevens Transport, Inc. is seeking a Customer Success Manager to lead a team handling key accounts within the Operations division.

You will mentor CSAs, CSRs, Account Managers, and Senior Account Managers, focus on on-time delivery, relationship building, and revenue growth for executive accounts.

Expect collaboration with Operations, Sales, and Logistics to meet SLAs, manage escalations, provide detailed account health reporting, and develop team members through regular coaching.

Qualifikationen

• Bachelor’s degree in Business Administration, Logistics, Supply Chain, or a related field (preferred).
• 5+ years of experience in customer success, account management, or logistics, including at least 2 years in a leadership role.
• Proficiency in Microsoft Excel and familiarity with AS/400 or similar operating systems.

Aufgaben

• Lead, mentor, and manage a team consisting of CSAs, Account Management Coordinators, and Senior Account Managers for Executive Accounts, ensuring alignment with company and customer goals.
• Act as the primary point of contact for high-value accounts or account segments, fostering strong client relationships.
• Drive team performance to meet or exceed SLAs, including on-time delivery and customer satisfaction metrics.
• Oversee booking, tracking, and tracing of shipments, providing regular updates and proactive solutions to issues.
• Collaborate with internal departments to ensure resources are allocated effectively and service commitments are met.
• Monitor KPIs for customer accounts, such as freight efficiency, revenue growth, and service reliability.
• Identify opportunities to grow accounts by introducing additional services and creating value for clients.
• Manage escalations, resolve issues, and implement strategies to prevent future disruptions.
• Provide detailed reporting on account health, team performance, and customer feedback.
• Conduct regular team meetings and one-on-one coaching to ensure professional development and adherence to best practices.

Kenntnisse

Leadership

Account Management

Growth Identification

Cross functional collaboration

Critical thinking

Root cause identification

Problem solving

Goal setting

KPI monitoring

Customer service

Business solicitation

Negotiation

Relationship building

Scheduling

Project management

Data analysis

Effective communication

Teamwork

Ausbildung

Bachelor’s degree in Business Administration, Logistics, Supply Chain, or a related field

5+ years of experience in customer success, account management, or logistics, including at least 2 years in a leadership role

Tools

Microsoft Excel

AS/400 or similar operating systems

Jobbeschreibung

Stevens Transport, Inc. is seeking a Customer Success Manager to lead a team handling key accounts within the Operations division.

You will mentor CSAs, CSRs, Account Managers, and Senior Account Managers, focus on on-time delivery, relationship building, and revenue growth for executive accounts.

Expect collaboration with Operations, Sales, and Logistics to meet SLAs, manage escalations, provide detailed account health reporting, and develop team members through regular coaching.