Position Summary: The Relationship Manager is responsible for managing client relationships consistent with the business objectives of the company. The Relationship Manager manages a portfolio of clients ranging in size between $50M to $250M in annual carrier payments alongside supporting a Senior Relationship Manager in their portfolio management.
Essential Duties & Responsibilities:
Be the main point of contact for day-to-day operations, escalation, and improving business practices.
Maintain and analyze client portfolio performance.
Identify upsell opportunities and ensure revenue growth projections are met for client portfolios.
Work alongside client administration to implement strategies and tactics to maximize ROI.
Provide detailed reporting on key metrics and industry performance through business reviews.
Perform trainings across multiple platforms along with client on-site visits as needed.
Notify clients of new product releases to ensure efficient use of platform(s).
Manage support ticket application and ensure that response times and resolutions are within the SLA standards.
Effectively communicate with clients and senior management in a timely manner.
Work with internal departments such as Sales, Integrations, Marketing, Product, and Underwriting according to the client’s needs.
Participate in creating a team environment and business culture that promotes a healthy work environment.
Maintain confidentiality of company and client information.
Perform projects and other duties as assigned.
Experience & Education:
Bachelor’s Degree strongly preferred. Will consider 2 years of experience in a customer service position of increased responsibility in lieu of degree.
3 to 5 years of customer service experience in a fast-paced work environment.
Knowledge of freight, transportation, and/or logistics industry preferred.
Skills & Abilities Required:
Proficient in Microsoft Office suites.
Ability to multi-task and stay focused at high levels of productivity.
Ability to provide excellent customer service, while meeting strict deadlines.
Outstanding communication skills, both written and verbal.
Excellent presentation skills.
Ability to understand and follow written and verbal instructions.