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Director of Client Engagement

Company: Transplace
Location: Greensboro
Posted on: October 10, 2020

Job Description:

SUMMARY The Director of Client Engagement is responsible for achieving client retention and satisfaction for a group of clients both directly and through the leadership and management of Client Engagement Manger(s) and Account Manager (s). This includes visiting the clients on a regular basis, providing support, reporting and KPIs associated with a client s transportation budget, and partnering with Operations personnel to meet strategic initiatives and continuous improvement ideas that are introduced by the CEM. This person is responsible for executing the transportation solution as it was sold to the client and implementing continuous improvement initiatives that Thrill the Customer. ESSENTIAL FUNCTIONS AND TASKS * Manage the work efforts and priorities of Client Engagement Manager(s) and Account Manager(s) * Ensure consistency of messaging and service across all Clients in the portfolio * Work at the direction of the VP of Operations and in concert with the General Manager of Operations to ensure that customer and Transplace objectives are met in full. * Serve as primary liaison on behalf of the customers represented by the team and the team s employees with other Transplace departments and j functions. * Uncover and escalate opportunities and risks related to client retention or growth to management * Develop and maintain positive communication with customers, both internally and externally. * Responsible for retention, renewal and contract negotiation for all assigned clients. * Responsible for updating Salesforce on all customer contacts and keeping all client information up to date. * Responsible for client relationship mapping and ensuring three levels of contact supported by client and Transplace * Travel to clients locations and conduct meetings to deliver reportin as needed to conduct business reviews and ideation sessions * Responsible for coordinating all tasks related to onboarding of additional facilities and new client team members * Responsible for communicating customer objectives and Voice of Customer to Transplace personnel and aligning on outcomes. * Initial point of contact and escalation for all customer requests, issues, complaints and responsible for communicating to appropriate parties: OPS GM, Procurement, Technology, etc and ensuring root cause and corrective actions are communicated to the customer. * Collaborate with Operations staff and TP Think Tank to develop, compile, and lead Monthly/Quarterly business reviews with client, focusing on strategic initiatives, developmental opportunities, transportation savings, and carrier performance, leading to an optimal freight management solution aligning with customer s expectations. * Advocate on behalf of client with finance teams, procurement, and other internal departments. * Create processes through partnering with operations staff to proactively communicate shipment information regarding route changes, delays, or early deliveries to appropriate internal and external customers. * Responsible for forecasting net revenue target goals. Assist customers with forecasting and budgeting as appropriate. * Responsible for driving initiatives with the client and internal Transplace personnel (TM Operations) to meet Transplace net revenue targets. * Client Engagement will actively participate and drive growth in the marketing and selling of additional Transplace services across their assigned customer base. SUPERVISORY RESPONSIBILITIES * Direct management of Client Engagement Manager (s) and Account Manager (s) * Plan and conduct meetings with team to ensure compliance with established practices, to implement new policies, and keep internal and external teams abreast of current changes and standards, and market landscape. SKILLS * Ability to multi-task in a fast-paced environment * Excellent communication and presentation skills * Demonstrates strong organizational skills (record keeping, time management, follow up, etc.) * Excellent attention to detail and sense of urgency, ability to prioritize with an emphasis on quality of work * MS Office software required - advanced Excel and Tableau skills desired TRAVEL * 35 - 50% EXPERIENCE * Minimum 5-7 years previous experience preferred. EDUCATION * Generally requires an Associate s Degree or an equivalent combination of relevant education and/or experience. * Preferred Bachelor s degree in business, logistics or other related field. Show moreShow less

Keywords: Transplace, Greensboro , Director of Client Engagement, Executive , Greensboro, North Carolina

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