Client Success Manager

Paxon is looking for a Client Success Manager (CSM) with 3PL and/or Fulfillment experience. This is an opportunity to focus on building long-term relationships with clients to create a positive customer experience.

Responsibilities:

Own the client experience of Key Accounts from day 1, being a growth partner and an effective problem-solving resource to support the clients’ long-term goals

Serve as the primary point of contact for all clients’ inquiries and needs

Analyze customer feedback to identify areas for improvement, communicate with internal teams to resolve any issues, and ensure successful implementation of new activities and projects

Maintain accurate client records, keeping track of any contract updates and renewals

Assess customers’ goals and recommend appropriate services as needed, ensuring that each client is getting the ideal suite of services for their unique needs

Leverage a deep understanding of the technical aspects of our WMS to find solutions to customer needs and improve overall customer experience

Learn and understand Standard Operating Procedures for all account-related activities

Conduct weekly, quarterly and annual business reviews to customers are kept-up-to-date on our services, issues are resolved proactively and customer KPIs are met.

Supervise the work of client service representatives

. Knowledge, Skills, Abilities:

Knowledge Of:

Business and financial implications of decisions that are made

Skilled In:

Be a self- initiator and problem solver

Superb written and verbal communication and interpersonal skills

Thoroughness and exceptional attention to detail

Excellent time management and organizational skills

Ability to effectively manage and prioritize multiple competing deadlines

Ability to work in a fast-paced environment and under pressure

Applying problem solving techniques and project management methods to maintain strong client relationships

Customer Liaison, Customer Satisfaction, and Customer Service skills

Ability To:

Identify and resolve problems in a timely manner, gather and analyze information, and develop alternative solutions

Manage difficult or emotional customer situations, respond promptly to customer needs and meet commitments

Understand business and financial implications of decision

Align work with strategic goals

Selective Preference:

The ideal candidate will have 3 to 5 years of Account Management or business-to-business customer service experience, ideally within a multi-client warehousing environment