Manager, Customer Success

About Ascent

At Ascent, we solve supply chain challenges for thousands of customers worldwide. Ascent is a recognized supplier of the year for multiple Fortune 500 companies as well as a partner to thousands of small and medium-sized businesses. Ranked among the Top 100 Global 3PLs by Inbound Logistics as well as the Top 40 3PLs and Top 20 Freight Brokerages in North America by Transport Topics, Ascent's #1 market share in the North American ground and air expedite market has provided it the foundation to become the preferred logistics provider to a marquee portfolio of the world's largest and most sophisticated corporations. Ascent's offerings include truckload, less-than-truckload, global forwarding, air charter, specialized, brokerage, managed transportation and expedite solutions. The company moves over 430,000 shipments annually through its competitive PEAK freight marketplace. For more information about the company, please visit Ascent's website: www.ascentlogistics.com.

Our Purpose

We elevate the world of logistics through passion and innovation.

Our Mission

We want to do more things and provide more solutions for more customers in more places around the globe with lower operating risk and flawless execution.

What You'll Do

We are looking for a client relationship professional to serve as Customer Success Specialist. You and your teammates will interact with the customer to understand and support customer needs to develop and maintain customer relationships for high-profile accounts for Ascent's North American customer base. You thrive on exceeding goals and knowing your success positively impacts those around you. This role combines account management, product management, and relationship building. Working on a team to champion the customer's needs by working cross-functionality with our entire team.

• Collaborate with stakeholders to define the Customer Value Proposition
• Identifying customer needs and requirements
• Engage with operations teams in understanding and meeting customer requirements

• Orchestrate contracting and customer onboarding with all stakeholders
• Support contract negotiation, scope of work and appropriate KPIs
• Manage customer onboarding and service implementation
• Ensure readiness of all stakeholders prior to launch

• Monitor transition of service with stakeholders to meet scope work requirements
• Establish communication requirements and escalation
• Scheduled reviews with stakeholders
• Monitor service to KPIs
• Evaluation of transition to operations

• Account Management
• Advocate for the customer to internal stakeholders. Share feedback and insights to optimize the customer experience.
• Evaluate, develop, and manage metrics reporting and facilitating metrics reviews with customers
• Travel for on-site meetings, presentations, and hands-on support
• Establish quality partnerships with both internal and external stakeholders

• Continuous Improvement
• Articulate and drive customer use requirements and value
• Identify improvement opportunities and implement tailored solutions

• Portfolio Growth
• Value proposition and service expansion while maintaining trusted advisor status with the customer and internal stakeholders

What You'll Bring

• Passion for solving customer issues and driving success.

• Excellent communication skills, ability to deliver complex ideas to diverse audiences.

• Expertise in the transportation and/or logistics industry and international logistics including air, ocean, border crossing and customs documentation requirements.
• Strategic mindset, with the capability to make difficult decisions.
• Demonstrated ability to develop strong relationships with customers.
• Ability to establish priorities and manage activities to meet deadlines
• A bachelor's degree or 5 years industry experience with at least 1 year in a leadership role

Ascent's Competitive Benefits

• 401(k) and employer matching

• Life Insurance

• Health, Dental, Vision Insurance

• Short- & Long-Term Disability

• Paid Time Off (PTO)

• Employee Assistance Program

• Paid Parental Leave

• Employee Wellness Program

• Paid Holidays

• Employee Recognition Programs

• Flexible Spending Account (FSA)

• Tuition Reimbursement

• Health Savings Account (HSA)

• Overtime, Differential & Bonus Pay