Manager Client Experience

Primary Duties (* See disclaimer 1 and 2 at the end of this Job Description)

• Oversee and support assigned accounts: understand contractual terms, scope, and service expectations for each client
• Maintain and track an annual calendar of renewals, proactively managing timelines and supporting the renewal process with internal and external stakeholders
• Lead the deal qualification and new business approval process
• Develop and execute annual Client Experience Plans for all assigned clients, including SWOT and competitive analysis, identification of retention and growth opportunities, and client-centric initiatives
• Act as a primary point of contact and escalation for clients, ensuring regular and effective communication to address concerns, share updates, and resolve issues promptly
• Collaborate with OKAMs and other cross-functional teams to proactively mitigate churn risk and ensure renewals
• Partner with product marketing to introduce new solutions and ensure clients are informed about relevant service enhancements
• Support organizational change management and the integration of new client experience processes and tools
• Participate in and ensure compliance with all required reporting, including Salesforce.com, QBRs (Quarterly Business Reviews), and strategic account plans
• Work with Marketing and Customer Insights to gather client feedback, monitor satisfaction indices, and drive engagement programs tailored to clients
• Assist in the development and execution of relationship-building plans with key internal and external partners

Other Duties

• As required and assigned
• Supports GEODISs programs for Safety, Health, Environment, Quality, Ethics, Compliance, CSR and Sustainability.

Experience

• Minimum 5 years in client services, account management, or client experience roles within transportation or supply chain management
• Experience in transportation management operations required; 3PL experience preferred
• Strong executive communication and negotiation skills
• Proven record of enhancing client experience and managing complex client portfolios
• 20-30% travel required; occasional international travel may be necessary
• Proficiency with Microsoft Office (Outlook, Word, Excel, Access) and CRM tools.

Essential Skills

• Strong written and oral communication skills
• Proven planning and organizational skills
• Ability to prepare routine reports and client communications
• Excellent interpersonal and collaboration skills
• Ability to read and interpret service agreements, operating instructions, and client feedback
• Conflict resolution and problem-solving skills
• Financial awareness and basic budgeting ability

Environment

While performing the duties of this job, the employee frequently is required to sit, reach with hands and arms, and talk. The employee is regularly required to use hands to finger, handle, or feel. The employee must occasionally lift and/or move up to 15 pounds. The employee is regularly exposed to ambient lighting and temperate climate conditions.

Disclaimer

• The following statements are intended to describe the general nature and level of work being performed. They are not intended to be construed as an exhaustive list of all responsibilities, duties, and skills required of personnel so classified.
• Job Duties as documented in this job description are considered "Essential Functions" and have been created by the standards of the Equal Employment Opportunity Commission (EEOC). The standards of the Americans with Disabilities Act (1990) require that employees be able to perform "Essential Functions" of the job with or without reasonable accommodation. Reasonable accommodations may be made to enable individuals with disabilities to perform the "Essential Functions."