Manager, Customer Success

Hey there. Glad you found us! Flock Freight is a technology company that’s creating a smarter, more sustainable supply chain. Our patented technology finds and fills trucks’ empty spaces so shippers can save money, carriers can earn more money, and goods move terminal-free with more accuracy and fewer emissions. Sounds like a pretty big task, right? Welp, it is. But we know we can make it happen.

If you’re looking for the opportunity to make a difference then you’ve come to the right place. We’re looking for folks that are innovative, love collaborating in a fast-paced environment, and find joy and excitement in doing the hard work. If that sounds like you then keep on reading and see if this role is the one for you.

What's the role all about?

Your role as our Customer Success Manager at Flock Freight is to develop and coach a team of Account Managers. You and your team are responsible for a portfolio of clients that deem operational support and ensure retention and continued growth. You drive process improvements by making data-driven decisions for our Customer Success Department to minimize churn and drive the continuous expansion of wallet share within our existing customer base.

Overarching Responsibilities: 

• You train, develop, and directly manage a team of Account Managers
• You ensure our Account Managers are executing on our department SLA’s and fulfilling the requirements of the specific customer SOPs
• You continuously set new monthly goals for your team members, monitor performance, provide ongoing feedback and conduct qualitative performance reviews on a biweekly cadence
• You drive daily, weekly, monthly, and quarterly shipment growth from our existing customer base YoY
• You manage a portfolio of clients and develop rapport with all key decision-makers by having periodic service check-in calls and jumping in during high-level issues resolution
• You garner feedback from your key decision makers to help build quarterly forecast projections (quotes per day & volume per day) of the portfolios you oversee and manage
• You build and host monthly business reviews as well as quarterly business reviews to uncover growth opportunities and areas for improvement
• You implement and communicate business growth strategies through goal setting, accountability management, and motivation techniques such as team rewards and contest
• You collaborate closely with our sales team and sales management to develop new business and form strong customer relationships, including on-site customer presentations and quarterly business reviews
• You closely monitor account performance and identify ways to maximize overall wallet share, profitability, and service metrics
• You consistently seek ways to improve operational inefficiencies and minimize bottlenecks by making data-driven decisions: operating ratios
• You work with a sense of urgency to solve problems and train reps to do the same
• You coach new and veteran employees on our service offerings, market trends, and industry standards to ensure the best customer experience
• You coordinate bid processes and identify new business opportunities within the sales pipeline
• You review the pricing teams’ rates and maximize the RFP’s based on your innate knowledge of the account and ensure we execute on any contractual commitments to our customers.
• You effectively gather, organize, and analyze data through Excel and CRM platforms
  You utilize various reporting platforms to organize and analyze data on a daily basis (Mode, TMS)

What does the day-to-day look like?

• Operational Management - coach & work closely to ensure your team is adequately equipped to handle their responsibilities in the day-to-day.
• Load Board MGMT
• Pepper & Critical shipment reviewal
• Truckload Approval Losses Channel

• AM Onboarding, Coaching, & Management
• Ensure that all requests (internal, external, escalations) are responded to quickly and effectively.
• Optimize and leverage Sales Operations resources (Quoting Admins and Account Coordinators) to ensure that each Account Manager’s time is being effectively utilized.
• Identify tedious/repetitive tasks to try to improve efficiency; find opportunities for automation.
• You meet weekly with your AMs to ensure rep development & performance are being maintained at a high level
• Maintain a balance across PTO requests & ensure coverage is not an issue (80% coverage across the team at all times)

• Customer Issue Resolution & Relationship Ownership
  
  
• You will be looped into any outstanding &