Client Success Manager

Description

Position Reports to: Vice President of Strategic Client Engagement

Direct Reports: This position has no supervisory responsibilities

Department: Client Solutions

FLSA/Pay Status: Exempt – Salary Full-time

Updated: January 2026

JOB SUMMARY

Under the direction of the Vice President of Strategic Client Engagement, the Client Success Manager will support the Key Account Managers with ongoing client support. In addition to the support role, the Client Success Manager will be financially responsible for the clients in their portfolio and will serve as the single point of accountability. They will assist in selling creative solutions, help onboard key accounts, and determine creative ways to continuously improve and retain their accounts. This will be achieved by supporting the client’s supply chain needs through relationship building, problem-solving, thought leadership, and internal and external collaboration.

ESSENTIAL FUNCTIONS

· Supports KAM team with Business Review data, PowerPoint builds, Reporting, Data mining, Data entry, Power BI creation, Claims management, etc.

· Works hand in hand with Key Account Managers on client-specific projects to meet client timelines, improve cost, and drive value.

· Support Sales on ad hoc requests to support existing or new clients.

· Serves as the primary point of contact for select customers within the portfolio, delivering a positive customer experience through proactive professional communication and timely responses.

· Successfully build trust with existing/new clients to allow sales to exit the ongoing support process.

· Grow or maintain key accounts by maintaining relationships at multiple locations and multiple levels within your client portfolio.

· Determine business review needs of each account and execute those reviews.

· Use technology and market data to gain customer insight and understand positive and negative trends with volume and profitability.

· Uncover new opportunities for growth (volume/profitability) and retain or grow the business by presenting strategic solutions.

· Works with and influences the account management team to execute the account strategy and achieve desired results.

· Execute various reports showing profitability, volume trends, and service performance to gain knowledge and determine the need for adjustments to create efficiencies and drive continuous improvement.

· Interprets and uses internal/external data, market intelligence (indexes, research, etc.), and customer information (articles, press, etc.) to provide customers with business insights and improve customer outcomes.

· Stays informed of changes within the customers’ business, industry, and sector through regular customer communication and applies that knowledge to identify new opportunities.

· Adheres to Evans’ Five Guiding Principles and all departmental and company procedures, policies, and handbooks.

· All other duties as assigned.

Requirements

QUALIFICATIONS AND REQUIREMENTS

· Bachelor’s Degree

· 3 - 5 years of related experience with a 3PL.

· Additional years of education and experience may be substituted for each other, as determined by Management.

· Excellent critical thinking and problem-solving skills.

· Experience working in Transportation Management Software (Mercury Gate) is preferred but not required.

· Advanced knowledge of truckload and less than truckload modes is preferred but not required.

· Advanced abilities in Microsoft Office Suite and Power BI are preferred.

· Transportation experience and working knowledge of the industry.

· Elevated level of organizational skills and ability to multitask.

· Ability to read, write, type, and speak English fluently is a requirement of this position.

· Ability to travel 50% or more.

PHYSICAL DEMANDS /WORK ENVIRONMENT

While performing the duties of this job, the employee must be able to use a keyboard, calculator, and telephone. Frequent sitting, talking, hearing, and occasionally stand, lift (up to10 lbs.), and an ability to adjust vision for close vision work. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.