Senior Manager – Client Success

Chicago, IL, United States

Current job opportunities are posted here as they become available.

Reports To: Senior Director – Client Success

Location: Chicago, IL

Environment: Hybrid (3 days onsite; 2 remote)

Work Schedule:

This position is full-time and hybrid Monday through Friday from 8:00 AM to 5:00 PM with an hour break, but flexibility is available based on coverage.

Recognized by Gartner in their Modern 4PL Market Guide, Redwood Logistics is at the forefront of industry innovation. Our cutting-edge supply chain technology pairs with the expertise of our brilliant minds to empower logistics execution across North America and Mexico.

Leveraging a comprehensive range of services, data-centric network solutions, and a seamlessly integrated platform, we have established our prominence as a key player in the mid-market segment within the freight tech industry.

Whether you’re just starting your career or are an established professional looking for your next opportunity, Redwood inspires innovation across teams to provide transformative solutions for our customers.

Purpose of Your Work:

As a Senior Manager of Client Success working within Redwood Supply Chain Solutions (one of our entities),you will be responsible for managing a group of our largest and most impactful customers.

How You Make a Difference Everyday:

Actively manage and own a portfolio of clients with a mixture of complexity and services

Have a master-level understanding of the Managed Services department service offering and

the corresponding processes, systems and teams that support the service offering

Have a master-level understanding of the overarching Redwood Logistics services offering

across other business units

Build strong and impactful relationships with our client counterparts, developing and cultivating

Effectively collaborate with other teams or individuals to accomplish deliverables when

individuals don’t report to you

Set weekly, monthly, quarterly and annual communication cadences with clients to facilitate key

initiatives, performance and account deliverables

Develop and own internal and external account reporting including creating static TMS reports,

training clients on on-demand TMS reporting, facilitating advanced analysis and reporting with

the Engineering team, and leveraging Tableau reporting & dashboarding

Train others on reporting, analysis and advanced analytical skills

Create, conduct and lead consistent client business review presentations to include

performance KPI’s, market updates and supply chain initiatives that drive growth or continuous

improvement – virtually or in-person, with in-person being preferred

Efficiently and effectively resolve high level customer escalations through a continuous

improvement model and process

Assist others within Client Success in identifying solutions or helping to resolve issues or

problems, willing to jump in on customer accounts not owned by you

Uphold SLAs and enforce compliance across functional teams including operations, freight

audit, carrier management, finance and/or implementation teams

Monitor billing and receivables processes to ensure timely carrier payment and timely customer

payment

Drive customer implementations to ensure smooth transitions, setting communication

expectations, reporting & visibility, developing customer expectations & requirements and

facilitating with other departments

Become a coach or help Client Success Managers through new customer implementations

Ensure client retention by facilitating a contract renewal process ensuring Redwood maintains

all service agreements

Manage client portfolio with 100% retention YOY

Identify and drive forward opportunities within client portfolio to grow with Redwood, either

through adding services or continuous improvement

Identify and close growth opportunities within client portfolio contributing to the overall team

Ensure all client activities, documentation and communication are documented in a timely

fashion in Redwood’s repository (Confluence) and CRM (Salesforce)

Integrate with other departments (operations, freight audit, implementation, procurement, etc.) to create a unified approach to our clients

Quarterback internal projects or initiatives to help add value to either the business or the Client Success team

You’ve Got This?

Ability to analyze data

Strong desire to help and a proven track record of working with large customers

Ability to remain calm under pressure and drive results in a dynamic, fast-paced environment

Ability to effectively multitask and prioritize responsibilities and lead by example

Excel in detail orientation, digging into details in order to develop solutions, communicating them effectively

Proven track record to adapt and react quickly to changing expectations

Bachelor’s Degree required

High integrity

Progressive experience in a customer facing role within the transportation/logistics industry, with some time in an operational role with proven communication and execution skills

Experience with MercuryGate, Oracle Transportation Management or other Transportation Management Systems

Ability to travel up to 30% for customer meetings and training

Proven track record of successful problem-solving and critical thinking

Intermediate understanding of creating and maintaining reporting, including using Microsoft

Office products (Outlook, Excel, Word, and Power Point)

Full understanding of transportation modes (small parcel, LTL, TL, partial, flatbed, intermodal) and market trends

In-depth understanding of building and maintaining customer relationships

History of proven customer service as well as written and verbal communication skills

Tools You Will Use:

Confluence

MercuryGate, OTM or LoadRunner TMS

MS Office Word, Excel, and PowerPoint

Tableau

What We Offer:

Access to experts and resources for your Learning & Development journey

Opportunity for internal mobility

Employee referral bonus program

Employee Resource Groups (ERGs)

Annual fundraising and volunteer events to give back to communities

Paid time off, floating holidays, time off to volunteer and rollover

Paid parental leave

Medical, dental, vision and 401k plans (with match)

Flexible spending account, mass transit and dependent care plans available

Health savings account, with a annual company contribution for plan participants

Short-term and long-term disability; life insurance policies subsidized by company

Additional benefits including pet insurance, accident care, access to legal advice and more

Redwood is an equal opportunity employer. Employment decisions at the Company are based on individual merit, qualifications, abilities, and the Company’s needs and resources. The Company does not discriminate in recruiting, hiring, compensation, promotions, discipline, termination or any other aspect of employment on the basis of an individual’s actual or perceived race, color, creed, religion, sex (including pregnancy, childbirth and related medical conditions), sexual orientation, gender identity, national origin, ancestry, citizenship status, age, disability, marital status, military service or status, genetic information, arrest and conviction record, credit history, or any other basis protected by applicable law.

REDWOOD LOGISTICS

1765 N. Elston Ave., Suite 216, Chicago, IL, 60642

P:  844-467-3396

E:  [email protected]

#J-18808-Ljbffr