Client Services Manager

The Role:

Location: Charlotte, NC

Work Model: Hybrid (in office Monday - Thursday; remote Friday)

Supervisory Responsibility: No

Reports To: SVP, Managed Services

*All applicants must be currently authorized to work in the United States. No relocation allowance will be considered unless specifically addressed.

Summary/Primary Role

The Client Services Manager (CSM) serves as the primary point of contact for both the strategic and operational activities of assigned client programs, driving continuous improvement and service excellence in support of clients' supply chain and logistics goals within Odyssey's Managed Services division.

This role blends account management with hands-on project leadership - overseeing client onboarding, business process development, procurement strategy, and systems integration from go-live through steady-state operations. The ideal candidate is an accomplished project manager who builds strong client relationships, keeps cross-functional teams aligned, and turns Odyssey's project methodology into on-time, on-scope results.

What You'll Do

Client Relationship & Account Management

• Serve as the primary point of contact for assigned client programs and projects
• Schedule and lead monthly, quarterly, and annual business and operational reviews with clients
• Identify and quantify Odyssey's value proposition for each assigned client
• Work with clients and cross-functional teams to identify and implement cost savings and efficiency initiatives
• Document and track new service opportunities and client-requested service changes through to closure
• Monitor client profitability, including FTEs, management fees, travel, and overall financial impact to Odyssey

Implementation & Project Management

• Work with the commercial team to define integration goals, scope of services, and Odyssey's commitments
• Lead implementation projects from initial concept and discovery through future-state design and steady-state operations
• Create, develop, and maintain client integration project plans using Odyssey's project methodology
• Ensure implementation and cutover projects have clear, documented business requirements and objectives
• Manage project coordination schedules, resources, timelines, and responsibilities
• Lead and participate in project review meetings; report project status, milestones, risks, and constraints to the Project Steering Team
• Work with Odyssey's Procurement team to ensure routing and rating data are delivered accurately and on time
• Coordinate training activities for clients on Odyssey systems and functionality
• Manage project scope and proactively identify and avoid scope creep

Process Improvement & Reporting

• Work cross-functionally and regionally to standardize and improve processes, services, and reporting
• Develop and document future-state work processes and supporting business rules
• Identify internal projects that reduce FTE demand and streamline Odyssey's work processes
• Identify external projects that improve client work processes or drive additional cost savings
• Prepare informal and formal status reports for clients and leadership

What You Bring

• Bachelor's degree; a degree in Supply Chain Management is a plus
• 5+ years of logistics experience strongly preferred
• Prior project management experience preferred
• Ability to interpret commercial contracts
• Working knowledge of the supply chain and transportation industry
• Excellent customer service, problem-solving, and report-writing skills
• Excellent written and verbal communication skills, with confidence in public speaking and presentations
• Strong interpersonal skills and the ability to work effectively with staff at all levels
• Ability to work independently and collaboratively, fostering cooperation and teamwork across teams and with clients
• Highly detail-oriented and organized, with the ability to manage multiple priorities in a fast-paced, changing environment
• Self-starter who takes initiative and follows projects through to completion
• Sound judgment and the ability to navigate ambiguous, variable situations
• Proficient in Microsoft Project, Excel, PowerPoint, Word, Outlook, and Visio
• Willingness to travel up to 30% of the time to visit clients and operating centers

Benefits:

We offer a comprehensive and competitive compensation and benefits package, including:
• A choice of medical plans with FSA and HSA options
• Dental Insurance
• Vision Insurance
• Company-paid Life and Disability Insurance
• 401(k) Plan with Company Match
• Paid Time Off (PTO) and Company Holidays
• Employee Assistance Program
• Company Health & Wellness Program
• Discounts with Preferred Vendors

Visit us at: www.OdysseyLogistics.com/careers