Client Service Manager

Orlando, FL

Full Time

Customer Success

Experienced

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.

OmniPoint is the cornerstone of OneRail’s integrated final mile delivery solution.

Capture. Within moments of a purchase that requires same-day delivery, OmniPoint captures a shipper’s “demand signal” from their POS, ERP, or e-commerce system: what was ordered, where it is, where it’s going, and when it needs to be there.
Optimize. OmniPoint uses this data to specify the optimal vehicle for the order’s size and weight, as well as any extra services required. OmniPoint then calculates all-in shipping costs and optimizes delivery routing.
Execute. Customers can direct deliveries to their fleet, or OneRail’s nationwide network of 12 million couriers available 24/7/365.
Support. Deliveries can be supported as they occur by OneRail’s skilled Exceptions Assist team to handle unforeseen delivery issues on the customer’s behalf.
Follow Up. OmniPoint enables the consumer or receiving business to track their order delivery in real time and provide feedback through a customer-branded 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 fastest-growing US private companies in 2022 and 2023 and received an Inc. Best Workplace award in 2023.

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

OneRail's Travel Policy for Remote Team Members

While OneRail allows remote work for certain posted roles, noted as "Remote Work Available" on the Company's website, a core requisite for all roles is that team members be willing and able to occasionally travel to OneRail's Orlando, Florida headquarters. All team members are required to participate in on-site onboarding at the onset of employment and then on an as-needed 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 https://www.onerail.com/careers/

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Because this role is integral in defining and executing our strategy for providing world-class service to customers, resolving inquiries to troubleshooting complex technical issues, partnering with a variety of internal stakeholders to address all customer needs in a timely manner, building and optimizing ticket flows and procedures, and providing regular operations reports to a cross-functional team, please explain your previous experience in these areas and how you might best apply that to this role.*

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Client Service Manager

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