Manager, Client Services
On-siteHickory, North Carolina, United States
Job Summary
Lead and coach the Preferred Client Services team, overseeing workload balancing, prioritization, and coverage planning to ensure consistent client commitments. Own the health, performance, and retention of assigned client portfolios by coordinating renewals, pricing discussions, and retention strategies for at-risk accounts. Establish ownership of team and portfolio performance metrics, standardizing reporting and driving improvements in ticket queue efficiency and service quality. Partner cross-functionally to resolve escalated issues, remove operational barriers, and implement continuous improvement initiatives that enhance scalability and client experience.
Required Qualifications
- Bachelor's degree in business administration, supply chain, logistics, or a related field, or equivalent relevant experience
- Minimum 4-6 years of transportation, logistics, client services, or related industry experience
- Prior experience in a senior individual contributor, lead, or people-lead role with responsibility for coaching, mentoring, or onboarding team members
- Demonstrated experience managing a client portfolio with measurable responsibility for retention, service performance, and financial outcomes
- Experience working in a queue-based, ticketing, or workflow-driven support environment
- Experience supporting workload distribution, prioritization, and operational coordination across a team
- Strong leadership and coaching skills, with the ability to develop talent and foster accountability and continuous improvement
- Strong technical skills, including Microsoft Office, Salesforce, Dialpad, ticketing platforms, reporting and BI tools, and operational systems used to manage client work and service performance
- Strong critical thinking and problem-solving skills, with the ability to resolve complex operational and client issues
- Excellent written, verbal, and presentation skills, including the ability to communicate effectively with both internal stakeholders and external clients
- Ability to balance competing priorities across personal ownership, team leadership, and client needs
- Strong organizational skills, sound judgment, and the ability to identify trends, troubleshoot issues, and recommend practical improvements
- Standard office environment
- Regular computer and communication requirements
- Based in Hickory, NC
- Full-time position working Monday through Friday
- Flexibility to support business needs as required
- Travel up to 25% may be required for client visits, leadership meetings, and team support needs
Desired Qualifications
- Experience working in a queue-based, ticketing, or workflow-driven support environment preferred
- Experience supporting workload distribution, prioritization, and operational coordination across a team preferred
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