Client Success Partner

FULL TIME | PEACHTREE CITY, GA or LOUISVILLE, KY | FULLY REMOTE OR HYBRID

Position Summary

      THIS POSITION CAN BE ONSITE, REMOTE, OR HYBRID
      The Client Success Partner role plays a key role ensuring current and new SMC3 customers are completely satisfied and deriving maximum value from SMC3 products. The objectives of the role include achieving 100% customer satisfaction, maximum contract renewal rate, and customer expansion into more SMC3 product offerings. The client success team will support the commercial process from beginning to end.

Essential Functions

      Note: The duties listed below are intended only as illustrations of the various types of work that may be performed. The omission of specific statements of duties does not exclude them from the position if the work is similar.
    • Performs client facing product demonstrations to showcase the value of SMC3’s product offerings
    • Own new Alliance Partner and customer integrations (through an Alliance Product), including outreach, tracking, and proactive identification and prompt resolution of gaps that enhances customer experience and rapidly moves integrations to completion
    • Maintain integration-specific, customer data in CRM and records prompt customer contact and completion of action items.
    • Collect and configures customer-specific data for web services.
    • Verify customer configurations and pursues any needed changes or updates through to resolution
    • Ability to utilize support and observability tools to identify patterns, problem solve and proactively work with customer and /or internal teams for timely follow-up and resolution
    • Champion customer requests and acts as liaison between customer and internal teams (sales, technical)
    • Work with stakeholders to develop, document and maintain integration and onboarding processed procedures.
    • Work with internal teams (sales, product development, etc. to assist with development and refinement of reporting and support-related tools
    • Manage customer integrations to SMC3 products to support the LTL industry and/or TMS, WMS, ERP, and other platforms.
    • Track key metrics to ensure project plans are met, including testing phases, projected go-live dates, and other critical milestones

Qualifications

    • Bachelor’s Degree from a 4-year accredited college or university
    • 1-2 years’ experience in a related field minimum, LTL experience required.
    • Highly motivated individual with strong interpersonal skills and ability to independently represent the organization in a professional manner
    • Strong communication and collaboration skills required
    • Established project management experience
    • Practical experience with less-than-truckload transportation strongly preferred, specifically with pricing and analytics practices
    • Knowledge of SOAP/RESTful web service messaging a plus
    • Ability to read/understand XML/JSON messages a plus
    • CRM experience or similar tracking/software a plus

Skills

    • Problem Solving
    • Interpersonal Skills
    • Oral Communications
    • Written Communications
    • Planning/Organization
    • Accuracy
    • Adaptability
    • Dependability
      • Click here to submit resume
      We are committed to equal employment opportunity regardless of race, color, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability, gender identity or veteran status.

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