As Senior Manager, Customer Accounts, you'll be responsible for leading a team of Managers, Analysts and Specialists to ensure quality of service, retention and growth of key clients for RXO Last Mile. Work directly with Business Development, Client Solutions, Advanced Solutions, Operations, IT and other business units of RXO to fulfill scope of work commitments after onboarding through the life cycle of the client relationship. This is a cross functional client(s) facing role requiring advanced, business knowledge, leadership and relationship management skills supporting revenues of more than $75M annually.
What your day-to-day will look like:
- Plans and monitors customer contact center schedules and operations.
- Provides management information and productivity forecasts through the analysis of data.
- Develops, monitors and analyzes key performance indicators.
- Provides leadership to managers; may also provide leadership to supervisors and/or professional staff.
- Has accountability for the performance and results of multiple related units. Develops departmental plans, including business, production, operational and/or organizational priorities. Controls resources and policy formation in area of responsibility. Decisions are guided by resource availability and functional objectives.
- Own the client relationship and provide organizational focus through the regular review of KPI metrics to gain momentum and ensure results
- Work with clients, IT and field operations managers to coordinate and facilitate effective tests and startups
- Ensure clients are proficient in using our online systems; provide training and support as needed
- Partner with field operations managers to develop action plans to meet client strategic requests; hold operational review meetings to ensure client service requirements and expectations are being consistently achieved
- Coordinate with field operations managers and clients to resolve conflicts in work priorities, resourcing, schedules and scope of work to be performed; document and communicate client compliance expectations and service requirements
- Promptly respond to client strategic queries, ensure promises are kept and manage client strategic expectations; ensure resolution and follow-up on all strategic client issues in a timely manner
- Monitor client account financial results compared to initial projections and pricing assumptions; address variances in projections and assumptions with all stakeholders as needed
- Conduct root cause analysis and process reviews to identify preventive actions; coordinate with field operations managers on implementation of both preventive and corrective actions
At a minimum, you'll need:
- 5 years of experience in account management or customer service in a leadership position
- Demonstrated experience in the direct-to-home delivery market
- Proficiency with Microsoft Office (Word, Excel, PowerPoint and Project)
It'd be great if you also have:
- Bachelor's degree in Supply Chain, Logistics or similar field
- Ability to create and maintain accurate, accessible and organized documentation
- Solid ability to identify new business opportunities and communicate them to the sales organization
- Strong listening and questioning skills; excellent verbal and written communication skills
- Self-motivated and able to work well with minimal supervision or in a team environment; ability to establish and maintain effective, collaborative work relationships both internally and externally
- Ability to quickly understand the client, their products and their industry
Our Benefits - Comprehensive medical, dental, and vision plans
- 401(k) retirement plan with up to 5% company match
- Pre-tax accounts to help streamline eligible expenses
- Company-paid disability and life insurance
- Employee Assistance Program (EAP)
- Career and Leadership Development Programs
- Paid time off, company holidays, and volunteer days
