JOB SUMMARY
The Client Solutions Manager (CSM) is responsible for post implementation development and ongoing management of the business relationship between the employer and an assigned group of client accounts.
The CSM will be the primary liaison between the client and the functional areas. There role will define and communicate client requirements, ensure contracted services are delivered at a high level of operational excellence. Manage day to day and long term strategic client/business directives. Success in this position will be defined by achieving measureable levels of client satisfaction that will support expansion of existing services while maximizing long term business retention.
DUTIES AND RESPONSIBILITIES
· Develop contractual cross functional relationships with the client’s organization to ensure requirements and expectations of the clients organization is well understood, documented and followed by the CSM’s organization.
· Assist with new account implementations and project management integrations, by preparing Client Manuals and documenting client specific processes.
· Ensure Client Manuals are updated and changed accurately. Ensure the changes are well documented and distributed on an ongoing basis.
· Drive and champion solutions that are oriented to increase client’s efficiencies and productivity.
· Regularly review improvements that will impact efficiency and effectiveness of processes that govern the client product and services.
· Identify areas for value added solutions. Propose to clients for purposes of increasing clients scope in the CSM’s organization.
· Working with internal cross functional teams (Customer Care, Operations, Transportation, Finance, HR etc) to identify curriculum for the training required understanding the clients requirements and expectations
· Establish Schedules for regular meetings between clients and cross functional teams to identify any strategic solutions for any day-to-day service, deliveries and issues. Coordinate attendance of required personnel from both organizations.
· Facilitate discussions, ensure meeting minutes are prepared, published and retained. Follow up to ensure commitments are maintained and time bound to the agreements
· Monitor client activity through liaised contact with all internal functional departments to ensure delivery of contracted and specific defined services.
· Define and execute the current account plan for the client through vehicles for communication such as client surveys and reviewing client feedback with internal functional departments.
· Assist the Sales and Development team key points on client related activity for use with RFP’s
· Manage additional RFP process with existing client organizations.
· Review KPI’s for client accounts and identify any trends. Maintain service levels in conjunction with required KPI’s with internal departments.
· Review KPI’s for client accounts and identify any trends. Maintain service levels in conjunction with required KPI’s with internal departments.
· Document through the CRM all client interactions. Including, but not limited to; service failure issues, day to day communication, non compliance issues, non conformance pieces.
QUALIFICATIONS
· Post Secondary (or equivalent). P.Log certification is an asset
· A minimum of 5 years Supply Chain experience with proven account management experience and sales aptitude
· A strong orientation to superior Customer Service with demonstarted excellence in negotiation and conflict resolution skills
· Microsoft Office Proficiency at expected levels
· Familiarity with Warehouse Management Systems (WMS) and Transportation Management Systems (TMS) are considered an asset
· Operational experience including inventory management and logistics knowledge
· Basic accounting principles
· Project Management experience with client integrations and development of needs, processes - both contractual and internal
· Previous CRM Experience
Location: 121 Stone Ridge Road, Woodbridge ON, Highway 7 & 427
Shift: Monday-Friday, 9:00am-5:00pm
ACCURISTIX Inc. believes in a diverse and accommodating workplace. Accuristix Inc. encourages and promotes applications from all qualified individuals, regardless of gender, age, race, ethnicity, and disability or otherwise. ACCURISTIX Inc. is committed to providing full accommodation for persons with disabilities in all active processes and procedures including but not limited to the recruitment process. To request any accommodation you may require to participate in the recruitment process (including alternative formats of materials or accessible meeting rooms) contact the main recruiting contact for the position to discuss your needs.
Job Type: Full-time
Work Location: In person
