Client Success Manager - Parcel

What We Do Matters

TransImpact is an industry leader in the development and application of end-to-end technology-based solutions that optimize shipping operations, create dramatic supply chain efficiencies, and transform the business performance of customers. We are an exciting entrepreneurial-minded company that continues to grow nationwide. Our clients include many well-known names, and we excel in growing our client base through referrals from our satisfied customers. TransImpact has been honored to have achieved multiple awards and acknowledges our employees for them.

Location and Work

This position can be remote. This role requires 10% - 15% travel for company meetings and client locations as needed.

Our Benefits and Perks

We are consistently reviewing our benefits and making improvements to stay competitive and provide our teams with the best options and the most positive culture. Below are the highlights:

• 3 weeks of PTO in your first year of employment and 4 weeks of PTO in your 2nd year.
• Half-day Fridays during the Summer months if your schedule allows
• Hybrid work schedule - Mondays and Fridays you can work from home if you're within 45 miles from one of our offices.
• Medical, dental, and vision coverages at very affordable premiums that include family coverage
• 6% 401k match after your first year of employment, fully vested.
• At our offices, we provide free snacks, drinks, fancy coffee, a putting green, and other amenities that add to our laid-back, casual atmosphere.
• Our headquarters is by the beach in Emerald Isle North Carolina, and we have adopted that laidback but serious about our work type of atmosphere at all of our locations. We work hard and play hard! 

About the Position and the Team

The Client Success Manager plays a pivotal role in ensuring the satisfaction and retention of our valued clients in our parcel division. This individual will be responsible for building solid relationships with clients, understanding their needs, and proactively providing solutions to enhance their experience with our products and services. 

Responsibilities

• Own your book of business and maintain strong relationships with parcel division clients for all post-sales activity.
• Engage with clients via phone, email, video conference, and face-to-face meetings to help them maximize their product usage and value and drive successful business outcomes.
• Perform business reviews, on-site if applicable, for all clients based on the specified cadence, ensuring client needs are met and identifying areas for improvement.
• Implement strategic measures to address identified risks promptly, ensuring a proactive and practical approach to risk mitigation that enhances the overall client experience.
• Review, track, and manage all open client support requests, ensuring progress towards resolution within SLAs (service level agreements) and client satisfaction.
• Analyze and review client data weekly to drive the value of SaaS products and parcel services and secure client renewal and referrals.
• Escalate any organically identified growth opportunities and hand off to sales for follow up.
• Utilize established protocols to escalate client concerns to higher management, ensuring a coordinated effort to deliver exceptional service and support to clients.
• Foster interdepartmental communication, advocate for your clients for process improvements, and drive product enhancements.
• Perform other duties needed to help drive our vision, fulfill our mission, and support our organization's values as assigned and needed.
• Job responsibilities and any other duties needed to help drive our vision, fulfill our mission, and support our organization’s values.

Qualifications and Skills Required

• Bachelor’s degree preferred but not required.
• Proven experience in client management or a related role.
• Exceptional communication and interpersonal skills
• Strong problem-solving and negotiation abilities.
• Knowledge of Transportation, parcel and/or freight, industry dynamics is valued.
• SaaS experience is valued.
• Proficiency in Microsoft applications, particularly Power BI, HubSpot, Jira, Confluence, or related software.
• Excellent written and verbal communication skills.
• Detail-oriented, self-starter, with a strong work ethic.

What We Will Love About You

• You want to be a part of something bigger than yourself
• You respect all people
• You are mature and thoughtful in how you express ideas; a strong verbal and written communicator.
• You hustle every day and understand the importance of urgency and owning your outcomes.
• You’re a leader and a teambuilder. 
• You’re goal-oriented and know how to influence others to move in a unified direction.

What You Will Love About Us

Here at TransImpact, we know there’s a direct link between happy employees and happy customers, which together generate success for all of us. We believe that a supportive atmosphere, an emphasis on giving and humanity, and approachable leaders and managers help our employees reach their greatest potential.

We are very proud of our corporate culture and commitment to giving back to the community. Our employees are encouraged to commit to charity work and volunteering and are allotted 20 hours of PTO time to support our communities.

We Are Serious About Our Mission

Our world is changing. Our values are not. Since the beginning, TransImpact has maintained a steadfast dedication to our core values: Work Ethic, Integrity, Professionalism, Passion, and Perfection. They guide everything we do. Every interaction with a client, every interaction with each other, everything we create.

Applicants must be authorized to work for any employer in the United States. We are unable to sponsor or take over sponsorship of an employment visa.

TransImpact is an affirmative action and equal opportunity employer (EOE). Applicants will not be discriminated against because of race, color, creed, sex, sexual orientation, gender identity or expression, age, religion, national origin, citizenship status, disability, ancestry, marital status, veteran status, medical condition, or any protected category prohibited by local, state, or federal laws. TransImpact is committed to providing access, equal opportunity, and reasonable accommodation for people with disabilities. To request a reasonable accommodation, contact Wendy Bott, Human Resource Department, 440-394-2206.

Recruiters: By submitting candidates without having been formally assigned and contracted for a specific job requisition by TransImpact, or by failing to comply with the TransImpact recruitment process, you forfeit any fee on the submitted candidates, regardless of your usual terms and conditions. TransImpact works with a preferred supplier list and will take the initiative to engage with recruitment agencies based on its needs and will not be accepting any form of solicitation.