Relationship Manager

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.

• Sales experience.

• Ability to understand and follow written and verbal instructions.