Client Success Manager

Job description

**Who We Are** Arrive Logistics is a leading transportation and technology company in North America, with plans to continue to significantly grow year over year. Our success is a testament to our remarkable team and what we are building together. We’re committed to providing employees with a meaningful work experience and have established an award-winning culture that supports personal and career development in a fun, casual, and collaborative environment. There has never been a more exciting time to get on board, so read on to learn more and apply today! **Who We Want** As a Client Success Manager at Arrive, you will lead a team managing our highest-volume shippers. You’ll leverage your industry expertise and energy to mentor, develop, and guide Client Success employees to become top-performing operations specialists. You will own the operational strategy for our largest accounts and collaborate with leadership to optimize opportunities. ### What You'll Do - Oversee and manage Account Coordinators, Associates, Specialists, Advisors, and Team Leads, including onboarding, coaching, performance management, and talent engagement. - Identify internal talent for the Success team and act as the hiring manager for open positions. - Ensure Team Leads effectively manage their teams, aligning performance with overall goals. - Collaborate with Team Leads to establish team goals in alignment with company-wide initiatives. - Conduct regular 1:1 meetings with Team Leads to discuss performance, challenges, engagement, and provide coaching on people management. - Hold 1:1 meetings with direct reports to discuss progress, successes, and areas for improvement. - Conduct quarterly career development discussions with Team Leads and direct reports, focusing on growth opportunities, strengths, areas for development, and goal-setting. - Provide proactive coaching and manage performance in line with established processes. - Partner with Employee Relations to assess talent, identify flight risks, and evaluate performance metrics. - Foster a high-performing, collaborative team culture by providing training, coaching, and actionable feedback. - Communicate organizational changes clearly to your team, explaining the reasoning behind changes and promoting a positive outlook. - Ensure all employees maintain professionalism and intervene when necessary. - Assign stretch projects and tasks to engage employees and provide developmental opportunities. - Contribute to the team’s forecasting process and help drive accountability toward achieving team goals. - Collaborate with the Business Development Manager and Business Development Representatives to manage the team load board, including appointments, shipments, tracking, and pricing. - Assist with aging to minimize invoicing issues and manage DSOs. - Utilize the customer onboarding SOP to ensure a smooth and efficient onboarding process, giving Arrive a competitive edge. ### Qualifications - Associate’s or Bachelor’s Degree in a relevant field (preferred). - 3+ years of experience in Operations or Account Management at a 3PL. - Previous management experience is required. - Completion of the Arrive Leadership Rise program. - Exceptional communication and interpersonal skills, both written and verbal. - Ability to collaborate cross-functionally with teams to achieve results. - Proficiency in Microsoft Office, including conducting analysis and creating presentations independently. ### Supervisory Responsibility - This position supervises Client Success Team Leads, Associates, Representatives, Senior Representatives, and Specialists within the department. ### The Perks of Working With Us - Take advantage of our comprehensive benefits package, including medical, dental, vision, life, disability, and supplemental coverage. - Invest in your future with our matching 401(k) program. - Build relationships and find your home at Arrive through our Employee Resource Groups. - Enjoy office wide engagement activities, team events, happy hours and more! - Leave the suit and tie at home; our dress code is casual. - Work in the booming city of Tampa, FL – we are in a convenient location close to the airport, bay, and downtown. - Start your morning with free coffee! - Park your car for free on site! - Maximize your wellness with free counseling sessions through our Employee Assistance Program. - Take time to manage your physical and mental health - we offer company paid holidays, paid vacation time and wellness days. - Receive 100% paid parental leave when you become a new parent. - Get paid to work with your friends through our Referral Program! - Get relocation assistance! If you are not local to the area, we offer relocation packages.