Experienced Customer Success Manager/Client Service Manager – Final Mile Delivery Technology

At careerzynith, we're revolutionizing the logistics industry with our cutting-edge Final Mile delivery technology. As a proactive and driven Customer Success Manager/Client Service Manager, you'll play a pivotal role in delivering exceptional customer success and ensuring seamless operations for our clients. If you thrive on delivering outstanding results, building strong relationships, and staying ahead of the curve, we want to hear from you.

• *About careerzynith**

careerzynith, 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. Our innovative solution has been recognized by Gartner as one of the most innovative solutions in the Final Mile delivery space, and we've ranked in the top 100 of the Inc. 5000 list of the fastest-growing US private companies in 2022 and 2023.

• *Job Summary**

We're seeking a highly motivated and customer-centric Customer Success Manager/Client Service Manager to join our team. 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.

• *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

• *What We Offer**

• Competitive base compensation ($75,000 - $85,000 per year)
• 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
• 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

• *Travel Policy**

While careerzynith 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 careerzynith'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.

• *How to Apply**

If you're a motivated and customer-centric professional looking to join a dynamic team, please submit your application through our website at [www.careerzynith.com/careers](http://www.careerzynith.com/careers). We can't wait to hear from you!

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