Customer Success Account Manager

Salary: $74,923 - $119,045 + eligible for bonus program

The Customer Success Account Manager plays a vital role in supporting client relationships and ensuring the consistent delivery of services. This position is responsible for the daily coordination of client needs, maintaining open lines of communication, and ensuring that the organization meets foundational expectations. Working closely with the Sr. Director of Account Management and internal stakeholders, the Customer Success Account Manager helps gather data, monitor performance against KPIs/SLAs, and ensures the "Voice of the Customer" is documented and addressed. This is an entry-to-mid-level role focused on operational excellence and building the skills necessary to manage complex accounts.

Essential Functions

Support Client Engagement: Assist in maintaining foundational relationships with client stakeholders to ensure a positive Customer Experience.
• Facilitate Communication: Act as a primary point of contact for routine client inquiries, ensuring internal teams are aware of client needs and providing timely updates back to the client.
• Performance Reporting: Support the preparation of data and materials for Customer Reviews (Weekly, Monthly). Participate in these reviews to document action items and follow-ups.
• Data Integrity: Assist in the maintenance of KPI, metric, and other reporting dashboards to ensure accuracy in evaluating client performance.
• Contractual Adherence: Monitor daily operations to ensure both the organization and the customer are meeting basic contractual commitments.
• Actionable Tasks: Help identify and distill customer requests into clear tasks for internal operational teams.
• Health Monitoring: Assist the Sr. Director of Account Management and Account Management Team in monitoring the health of the business, specifically focusing on:
• Daily SLI/KPI tracking
• Gathering data for P&L and Receivables reviews
• Reporting early warning signs of client dissatisfaction

Account Maintenance & Planning

• Support Alignment: Through consistent data collection, ensure that tactical operations remain aligned with established KPIs and SLAs.
• Task Management: Track the progress of short-term projects and initiatives to ensure they are completed on schedule.
• Contract Support: Assist the Sr. Director of Account Management and Account Management Team, and legal/solutions teams with the administrative aspects of contract renewals and GRI documentation.
• Quality Focus: Ensure all client-facing documentation and reporting meets the company's quality standards.

Account Growth

• Lead Identification: Monitor client trends and operations to identify potential areas where company solutions could provide added value; escalate these opportunities to the Sr. Director of Account Management.
• Operational Support: Collaborate with local operational teams to understand current workflows and suggest minor process improvements.
• Internal Collaboration: Work with the Sr. Director of Account Management and Account Management Team to understand the strategic growth plan for the account and provide the data needed to support those goals.

Onboarding & Integration

• Tactical Support: Support the PMO, IT, and BD teams during the onboarding of new clients by coordinating data requirements and meeting schedules.
• Documentation: Assist in documenting customer requirements to ensure they are accurately reflected in production environments.
• Observation: Help identify any discrepancies between proposed solutions and actual operational requirements during the "go-live" phase.

Voice of Customer

• Issue Resolution: Act as the first point of contact for routine client challenges, working to resolve issues through internal coordination before they require escalation.
• Advocacy: Ensure client feedback is shared with internal tactical staffs and operational managers.
• Escalation Management: Handle initial escalations and gather all necessary facts before involving the Sr. Account Manager or Senior Leadership.

Technical Skills & Qualifications

• Education: Bachelor's degree, preferably in Logistics, Supply Chain Management, or a related field.
• Experience: 4-6 years of experience in account management, logistics, or supply chain operations.
• Foundational Knowledge: Basic understanding of logistics and supply chain concepts (Warehousing, Distribution, Inventory Control).
• Communication: Strong verbal and written communication skills with a customer-centric mindset.
• Organization: Proven ability to manage multiple tasks and deadlines simultaneously.
• Analytical Skills: Ability to work with data (Excel/Dashboards) to identify trends and report on performance.
• Teamwork: Ability to work collaboratively within a team and take direction from senior account managers.

Technical Skills & Qualifications

• Education: Bachelor's degree, preferably in Logistics, Supply Chain Management, or a related field.
• Experience: 4-6 years of experience in account management, logistics, or supply chain operations.
• Foundational Knowledge: Basic understanding of logistics and supply chain concepts (Warehousing, Distribution, Inventory Control).
• Communication: Strong verbal and written communication skills with a customer-centric mindset.
• Organization: Proven ability to manage multiple tasks and deadlines simultaneously.
• Analytical Skills: Ability to work with data (Excel/Dashboards) to identify trends and report on performance.
• Teamwork: Ability to work collaboratively within a team and take direction from senior account managers.

Preferred Requirements

• Certifications: CAPM (Certified Associate in Project Management) or Six Sigma Yellow Belt is a plus.
• Software Proficiency: Advanced knowledge of CRM software (e.g., Salesforce) and Warehouse Management Systems (WMS).
• Industry Background: Prior experience specifically in 3PL (Third-Party Logistics) or e-commerce fulfillment.

Physical Requirements

• Stationary Work: Ability to remain in a stationary position (sitting or standing at a desk) for 80% of the workday.
• Mobility: Occasional travel to client sites or warehouse facilities, which may involve walking on concrete warehouse floors and wearing PPE (Safety vests, steel-toe shoes).
• Visual Acuity: Regular use of dual monitors and the ability to distinguish colors for data visualization/charting.

Mental & Cognitive Requirements

• Information Processing: Ability to parse large datasets to identify discrepancies in KPIs or SLAs.
• Task Switching: High capacity for "context switching" between different client needs and internal operational tasks without losing accuracy.
• Emotional Intelligence: Ability to remain calm and professional when handling initial client complaints or escalations.

Working Conditions

• Environment: Primarily a professional office environment or remote home office; occasional exposure to warehouse environments (noise, dust, temperature fluctuations).
• Schedule: Standard business hours, with the expectation of occasional overtime to meet month-end reporting deadlines or "go-live" schedules.

The above statements are intended to describe the general nature of work being performed. They are not to be construed as an exhaustive list of all responsibilities, duties and skills required.

Benefits

Yusen offers a generous Employee Benefits Package including:

• Medical, Dental, and Vision beginning the 1^st of the month following start date
• 401k with a company match
• Standard 10 days PTO
• Eligible for bonus plan
• 7 Paid Holidays
• Eligble for OT pay if applicable
• Flexible Spending Accounts, Life and Accidental Death & Dismemberment Insurance, Short & Long Term Disability, Tuition Assistance Program, Commuter Benefits, vacation, and much more

Any and all benefits offered are subject to the eligibility requirements, terms, and provisions set forth in the respective policies and plan documents, which you may request from Human Resources.

About Yusen Logistics (Americas)

Yusen Logistics is working to become the world's preferred supply chain logistics company. Our complete offer is designed to forge better connections between businesses, customers and communities - through innovative supply chain management, freight forwarding, warehousing and distribution services. As a company we're dedicated to a culture of continuous improvement, ensuring everyone who works with us is committed, connected and creative in making us the world's preferred choice.

www.yusen-logistics.com/

Yusen Logistics (Americas) Inc. values each individual employee and is committed to a diverse and inclusive workforce by providing equal employment opportunities for all applicants without regard to race, religion, color, sex, national origin, citizenship status, uniform service member status, age, disability, sexual and gender orientation, genetic information, or any other protected status in accordance with all applicable federal, state and local laws.

Los Angeles County Only: Yusen Logistics (Americas) Inc. will consider qualified applicants with a criminal history pursuant to the California Fair Chance Act. You do not need to disclose your criminal history or participate in a background check until a conditional job offer is made to you. After making a conditional offer and running a background check, if Yusen Logistics (Americas) Inc. is concerned about conviction that is directly related to the job, you will be given the chance to explain the circumstances surrounding the conviction, provide mitigating evidence, or challenge the accuracy of the background report. Find out more about the Fair Chance Act by visiting the Civil Right's Department Fair Chance Act webpage.