Senior Manager Client Success Mexico Reports To Director Mexico Operations Location Monterrey Environment Hybrid about 3 days onsite; 2 remote Work Schedule This position is full time and hybrid Monday through Friday with an hour break but flexibility based on coverage There are some after hour and weekend expectations Who We Are Recognized by Gartner in their Contemporary 4PL Market Guide Redwood Logistics is at the forefront of industry innovation Our cutting edge supply chain technology pairs with the expertise of our brilliant minds to empower logistics execution across North America and Mexico Leveraging a comprehensive range of services data centric network solutions and a seamlessly integrated platform we have established our prominence as a key player in the mid market segment within the freight tech industry Whether youre just starting your career or are an established professional looking for your next opportunity Redwood inspires innovation across teams to provide transformative solutions for our customers Purpose of Your Work As a Senior Manager Client Success working within Redwood Mexico one of our entities you will be responsible for supporting our Mexico customers through daily operational duties How You Make a Difference Everyday Actively manage and own a portfolio of clients and their strategic account plansIdentify opportunities within the client portfolio to grow with Redwood either through adding services or through continuous improvementFoster an environment of ideation and creativity to drive continuous improvement and effectivenessEnsure client retention by identifying and driving strategic adjustments that aim at cost reduction profitabilityproductivity increase and customer satisfaction and value enhancement Ensure all client activities and communication are documented in a timely fashion Coordinate customer expectations within Redwood teams to ensure alignment and create a unified approach to our clientsDrive a culture of accountability and results by measuring and managing performance and deliverablesExecute annual monthly and weekly plans and goals to ensure alignment and on time deliverables Set weekly monthly quarterly and annual communication cadences with clients to facilitate key initiatives performance and account deliverablesDevelop and own internal and external account reporting including creating static TMS reports training clients on on demand TMS reporting facilitating advanced analysis and reporting with the Engineering team and leveraging Tableau reporting & dashboardingConduct and facilitate regular business reviews with each client virtually and in person as applicableCollaborate in business review presentations to include performance KPIs market updates and supply chain initiatives that drive growth or continuous improvementSupport customer implementations to ensure smooth transitions setting expectations reporting & visibility and facilitating with other departmentsEfficiently and effectively resolve escalated customer issues or problems Perform additional duties assigned by management Youve Got This Ability to think critically analyze data and set strategic goals Excellent organizational communication negotiation and time management skillsDemonstrated effectiveness in a fast paced dynamic work setting Proven track record of successful problem solving and executionAbility to work autonomously proven to be both a self starter & team player Coordinate effectively with multiple team members and across departments on joint tasks such as reporting project operations customer impact profitability performance indicators and complianceAbility to remain calm under pressure adapt and adjust to changesBSBA required Masters degree preferred English proficiency 90 Minimum of 10 years of experience in an operational role within the transportationlogistics industry and minimum 5 years in customer facing role Working knowledge of the cross border MXUSCAN requiredSmart leader with strong business acumen that possesses full understanding of transportation modes customs brokerage managed services and market trendsProficiency with Transportation Management Systems Ability to travel up to 30 for customer meetings and training What We Offer Access to experts and resources for your Learning & Development journeyOpportunity for internal mobilityEmployee Resource Groups ERGsAnnual fundraising and volunteer events to give back to communitiesEmployee referral bonus program Life Insurance policy for you starting 30 days after employmentPersonal Health Insurance coverage for you Major Medical30 days Aguinaldo Christmas bonus or prorated percentage your first yearVacation time starts at 12 days Additional days will increase per Mexican LawPremium Vacation 50 vacation days Prima vacacionalYou will also receive benefits like Saving Plan Fondo de Ahorro and Food Coupons Vales De Despensa 6 or the Maximum amount by Mexican LawYou will be provided with a Cell Phone Allowance of 800 pesos per month minus applicable taxes Redwood is an equal prospect employer Employment decisions at the Company are based on individual merit qualifications abilities and the Companys needs and resources The Company does not discriminate in recruiting hiring compensation promotions discipline termination or any other aspect of employment on the basis of an individuals actual or perceived race color creed religion sex including pregnancy childbirth and related medical conditions sexual orientation gender identity national origin ancestry citizenship status age disability marital status military service or status genetic information arrest and conviction record credit history or any other basis protected by applicable law