Job Description

Job Description

Job Description

Senior Manager – Client Success

Reports To: Senior Director – Client Success

Location: Chicago, IL

Environment: Hybrid (3 days onsite; 2 remote)

Status: Exempt

Who We Are:

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
• collaborative partnerships
• 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
• growth goals
• 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 Mercury Gate, 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:

• Zendesk
• Confluence
• MercuryGate, OTM or LoadRunner TMS
• MercuryGate Edge, MercuryGate Mojo
• MS Office Word, Excel, and PowerPoint
• Tableau
• Salesforce

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

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.

Compensation Range:

$82,080 - $100,320

This position is eligible to earn annual incentives based on individual and company performance.

The estimated pay range reflects an anticipated range for this position. The actual base salary offered will depend on a variety of factors, including the qualifications of the individual applicant for the position, years of relevant experience, specific and unique skills, level of education attained, certifications or other professional licenses held, and the geographical location in which the applicant lives and/or which they will be performing the job.

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.

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