Key Account Customer Relationship Manager responsible for retaining and growing customer accounts in South Africa. Building long - term partnerships and providing solutions to enhance business growth.
About the role
- Account Manager managing diverse client portfolios at Redwood Logistics focusing on customer retention and health. Leading performance through KPI monitoring and driving customer satisfaction and strategic initiatives.
Responsibilities
- Own and manage a diverse client portfolio, focusing on customer retention and health
- Maintain proactive communication cadences and lead strategic business reviews with clients, virtually or in person
- Establish and maintain operating rhythms with customers to support planning, alignment, and timely execution of strategic initiatives
- Resolve internal/external escalations using continuous improvement frameworks
- Ensure SLA adherence and cross-functional collaboration across operations, finance, and implementation teams
- Drive performance through KPI monitoring, account reviews, and Tableau-enhanced dashboards
- Oversee customer health metrics and contribute to margin optimization and financial stability
- Manage all client documentation via platforms like Confluence and Salesforce
- Produce static and dynamic TMS reporting, facilitate training, and collaborate with Engineering on advanced analytics
- Execute customer surveys and lead action plans based on feedback
- Guide client implementations for seamless transitions, establishing clear communication and expectations
Requirements
- Bachelors degree required; willing to travel up to 30% for customer meetings and training.
- Strong grasp of transportation modes (small parcel, LTL, TL, partial, flatbed, intermodal); experience with Mercury Gate, Oracle TM, or similar TMS platforms.
- Skilled in data analysis and storytelling through metrics; intermediate reporting proficiency using Microsoft Office; comfortable with remote work tools and virtual collaboration.
- Proven success in building customer/internal relationships, delivering top-tier service, and responding to customer needs in high-pressure environments.
- Adept at multitasking, prioritizing, and leading by example; calm under pressure, detail-oriented, and solutions-focused communicator.
Benefits
- Access to experts and resources for your Learning & Development journey
- Opportunity for internal mobility
- Employee referral bonus program
- Employee Resource Groups (ERGs)
- Annual fundraising and volunteer events to give back to communities
- Paid time off, floating holidays, time off to volunteer and rollover
- Paid parental leave
- Medical, dental, vision and 401k plans (with match)
- Flexible spending account, mass transit and dependent care plans available
- Health savings account, with a annual company contribution for plan participants
- Short-term and long-term disability; life insurance policies subsidized by company
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