Own and manage a diverse client portfolio, focusing on customer retention and health
Maintain proactive communication cadences and lead strategic business reviews with clients, virtually or in person
Establish and maintain operating rhythms with customers to support planning, alignment, and timely execution of strategic initiatives
Resolve internal/external escalations using continuous improvement frameworks
Ensure SLA adherence and cross-functional collaboration across operations, finance, and implementation teams
Drive performance through KPI monitoring, account reviews, and Tableau-enhanced dashboards
Oversee customer health metrics and contribute to margin optimization and financial stability
Manage all client documentation via platforms like Confluence and Salesforce
Produce static and dynamic TMS reporting, facilitate training, and collaborate with Engineering on advanced analytics
Execute customer surveys and lead action plans based on feedback
Guide client implementations for seamless transitions, establishing clear communication and expectations

Requirements

Bachelors degree required; willing to travel up to 30% for customer meetings and training
Strong grasp of transportation modes (small parcel, LTL, TL, partial, flatbed, intermodal); experience with Mercury Gate, Oracle TM, or similar TMS platforms
Skilled in data analysis and storytelling through metrics; intermediate reporting proficiency using Microsoft Office; comfortable with remote work tools and virtual collaboration
Proven success in building customer/internal relationships, delivering top-tier service, and responding to customer needs in high-pressure environments
Adept at multitasking, prioritizing, and leading by example; calm under pressure, detail-oriented, and solutions-focused communicator

Benefits

Access to experts and resources for your Learning & Development journey
Opportunity for internal mobility
Employee referral bonus program
Employee Resource Groups (ERGs)
Annual fundraising and volunteer events to give back to communities
Paid time off, floating holidays, time off to volunteer and rollover
Paid parental leave
Medical, dental, vision and 401k plans (with match)
Flexible spending account, mass transit and dependent care plans available
Health savings account, with a annual company contribution for plan participants
Short-term and long-term disability; life insurance policies subsidized by company

Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills & Tools

data analysisKPI monitoringreportingcustomer surveyscontinuous improvement frameworksfinancial stabilitymargin optimizationtransportation modesmetrics storytellingclient implementations

Soft Skills

customer retentioncommunicationrelationship buildingmultitaskingprioritizingcalm under pressuredetail-orientedsolutions-focusedleadershipcollaboration

Certifications

Bachelor's degree