Director Of Client Support

Saddle Creek Logistics Services Mulberry , FL 33860

Posted 1 week ago

Why Work for Saddle Creek?

Saddle Creek is in the logistics business. Over the past 50 years, our associates built Saddle Creek into what it is today by treating each other with respect and working together to succeed. Our people make a difference every day to our clients, to our business, and to each other. The growth and success we've experienced requires smart, dedicated people working in a supportive environment.

Growing our family since 1966. Will you join us?

Department: Sales & Marketing

Location: SCLS Campus Location or Remote

About the Role

The Director, Client Support will ensure an excellent client experience by deploying a team-based, process-oriented client management approach. The Director will oversee strategic aspects of the client relationship while working alongside our Account Teams. This individual will help design and improve our client management process and facilitate the building of a team that will support these efforts across the organization for one of the fastest growing Third-Party Logistics companies in the United States.

What You'll Be Doing

  • Setting the strategic direction for client management to ensure client retention and growth.

  • Being a collaborator and building close partnerships with executive, operations, and sales leaders.

  • Managing action plans designed to enhance client relationship and foster growth

  • Building and developing a team of professionals that will support and improve the client experience at Saddle Creek.

  • Measuring the success of our client experience efforts by building and deploying reporting that includes CRM analytics along with client surveys (NPS and CSAT).

  • Developing tactical service standards for all client touchpoints across a variety of locations.

  • Deploying our CRM (SalesForce) beyond its current use into the client service arena.

  • Overnight travel for business matters as needed

The Ideal Candidate will have

  • Bachelor's Degree (Required)

  • Ten (10)+ years of management experience including experience in building new teams

  • Previous client management experience in a B2B environment including previous experience in sales, account management, or customer service

  • CRM Software Experience Required (SalesForce a plus) including previous experience in using them to manage workflows and processes.

  • Experience in working with cross functional teams

  • Strong Project Management skills

  • A strong understanding of the team approach to the client management

  • Strong communication skills to facilitate strong partnerships amongst the team and with other company leaders, including executive leadership

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Director Of Client Support

Saddle Creek Logistics Services