7060 - Client Services Manager

## Description

# **Client Success Manager - Build Your Career With Symbia Logistics**

You can be more than just “good” at your job—be the **BEST** in your career by joining the Symbia Logistics team!

Symbia Logistics is a best-in-class supply chain partner, recognized for helping both our clients and our team members grow. With expertise in omni-channel and multi-channel distribution and fulfillment, Symbia supports leading brands across apparel, consumer goods, cosmetics, food and beverage, sporting goods, healthcare, and pet products.

Our mission is to deliver exceptional service and experiences while creating a true “Supply Change” through innovative, practical logistics solutions. We believe our people are our greatest competitive advantage and are committed to developing leaders who make a lasting impact on our clients and our organization.

If you’re looking for an opportunity to lead, influence, and grow your career with an organization committed to operational excellence and customer success, Symbia is the place for you.

---

# Position Summary

The Client Success Manager serves as the strategic liaison between Symbia and its clients while leading a team of Client Success Representatives dedicated to delivering exceptional service and operational excellence.

This role is responsible for building trusted client partnerships, leading customer success initiatives, ensuring contractual compliance, and collaborating cross-functionally with Operations, Transportation, Finance, Information Systems, and Project Management to deliver outstanding results.

As a mentor, coach, and advocate for the Client Success team, the Client Success Manager develops talent, promotes accountability, removes barriers to success, and creates an environment where employees can thrive professionally while consistently delivering an exceptional customer experience. This leader serves as the voice of the client within Symbia while balancing operational execution, financial performance, and long-term relationship management.

---

# Key Responsibilities

## Team Leadership

• Lead, coach, mentor, and develop a team of Client Success Representatives, fostering a culture of accountability, collaboration, continuous improvement, and exceptional client service.
• Conduct regular one-on-one meetings, performance evaluations, coaching sessions, and career development planning.
• Recruit, onboard, and develop new team members while promoting consistent execution of best practices and service standards.
• Serve as an advocate for the Client Success team by removing obstacles, supporting professional development, and ensuring team members have the resources needed to succeed.
• Establish clear performance expectations, recognize achievements, and address performance concerns in a timely and constructive manner.
• Lead by example through professionalism, integrity, responsiveness, and a customer-first mindset.

## Client Success & Account Management

• Serve as the strategic point of contact and trusted advisor for assigned client accounts.
• Build and maintain strong client relationships through proactive communication, operational expertise, and solution-oriented leadership.
• Ensure client satisfaction by consistently meeting contractual commitments and Service Level Agreements (SLAs).
• Conduct Quarterly Business Reviews (QBRs), executive business reviews, and operational performance meetings while identifying opportunities for continuous improvement and account growth.
• Oversee account profitability by ensuring billing accuracy, identifying out-of-scope services, managing scope changes, and supporting contract compliance.
• Prepare customized reporting, presentations, and business analyses that provide meaningful insights and support strategic decision-making.

## Operational Partnership

• Partner closely with Operations, Transportation, Finance, Information Systems, and Project Management to ensure seamless execution of client initiatives.
• Support new client implementations, process improvements, system enhancements, and operational transitions.
• Collaborate with Operations on labor planning, capacity forecasting, promotional events, seasonal demand, and special projects.
• Maintain a visible presence within warehouse operations to strengthen cross-functional relationships, understand operational challenges, and support successful execution.
• Foster strong communication between clients and internal departments to ensure alignment and timely resolution of issues.

## Business Leadership

• Identify operational risks, service gaps, and opportunities for continuous improvement while driving practical, data-driven solutions.
• Prepare pricing for special projects using operational analysis, labor studies, and financial data to ensure profitability.
• Lead investigations into service failures, customer concerns, and chargebacks by conducting root cause analysis and implementing corrective actions.
• Utilize operational metrics and performance reporting to identify trends, measure success, and drive continuous improvement initiatives.
• Demonstrate ownership, accountability, and sound judgment while balancing customer expectations with operational capabilities.
• Perform other duties as assigned.

---
## Qualifications

• Be an ambassador! You will be a strong voice for our clients and our Operations Team.
• Symbia needs a problem solver, not just a problem finder. The right Client Account Manager will identify issues and present a viable solution for the team to agree on or polish, but the duties do not stop simply in finding the problem.
• Relationship Expert! You will build and maintain strong Client relationships with assigned accounts, including full account management, billing, understanding contractual needs, etc.
• The right candidate will understand the day is over when the job is complete. Our goal is to have everyone home at a normal hour, but sometimes, a deadline or backlog can hold us up and have us working later to make sure our clients’ needs are met in the timeliest fashion possible.
• Quote special projects, ensuring profitability based on time studies and data analytics.
• Participate in Client meetings to obtain feedback and process any appropriate action steps.
• Actively participate and collaborate with Project Managers and the Operations team for special projects, contract variances, SLA compliance, and more.
• Work with Operations and Information Systems to onboard new clients and implement software changes, contract terms, etc.
• The right candidate will be detail oriented regarding identifying, mitigating, and managing charge backs both accurately and timely.
• You will be planning alongside operations for special projects or swings in order volume.
• The right person will have a start-up mentality. They will be willing to roll their sleeves up and do the work of being on the floor to make sure SLAs and the Clients’ needs are always met.
• Our Client Account Manager will always work to identify out of scope work and mitigating creep or deviations from our contractual obligations.
• Present data, proposals, business reviews, etc. with our clients. This includes creating specialty reporting and creating Quarterly Business Reviews both internally and with our clients.
• Perform other duties as assigned.