Director of Customer Care and Account Manager

5 months ago

SaintLaurent, Canada Andy Transport Full time

**About us**

ANDY takes great pride in delivering exceptional, customized services encompassing goods transportation, logistics, warehousing, and fleet management solutions. With a wealth of European and North American experience and expertise in our domain, we are renowned for our ability to translate clients' operational needs into lucrative business opportunities. Our integrated services are designed to provide added value and streamline our customers' experiences. As one of the largest woman-owned assets-based transportation companies in North America, we have experienced remarkable organic growth since our inception in 2012, expanding from a single business unit comprising 60 employees to now encompassing four thriving business units with a dedicated team of 500 skilled professionals. This substantial growth positions us favorably to continue our upward trajectory and further expand our operations.

**Position Overview**:
As a Director Of Customer Care and Account Manager, you will play a pivotal role in managing and growing key client relationships at a national level. You will be responsible for developing and executing strategic account plans, driving revenue growth, and ensuring client satisfaction. This is a dynamic position that requires a blend of strategic thinking, relationship-building skills, and a proactive approach to account management.

**Requirements**:
**What you’ll do here**:

- Leading the customer success team, from building the department to developing it for scalability and sustained growth, with all the people, processes, and strategies optimized in a customer-first manner.
- Adding value to customer relationships and driving the desired customer goals by either actively participating in client discussions or by testing and implementing a proven approach within their team.
- Determining the metrics, health scores, and KPIs relevant to each account, the entire team, and the entire business. They also decide how the CS team will track these metrics and who has the overview for each account.
- Increasing product adoption, customer loyalty and retention, and customer satisfaction while actively setting and contributing to churn reduction tactics.
- Collaborating with sales and marketing to create and optimize the upsell and cross-sell strategies the CS team uses to increase ROI.
- Relationship management across the entire CS team, helping others on the team maintain and improve customer relationships.
- Developed and implemented a comprehensive business development strategy to drive growth and increased market share.
- Identified and pursued new business opportunities, including the establishment of strategic partnerships and joint ventures.
- Built and maintained relationships with key stakeholders, including customers, suppliers, and industry partners.
- Conducted market research to stay informed about industry trends, customer needs, and competition.
- Monitored performance and KPIs to ensure targets are met and business objectives are achieved.

**What you bring to the table**:

- Previous experience managing a team of customer service professionals.
- Solid experience in customer service and sales.
- Experience in negotiating and meeting client’s requirements.
- Ability to build relationships and communicate with key stakeholders.
- Hands on experience with CRM software.
- Excellent analytical and organizational skills.
- Strong communication skills.
- Ability to lead and motivate team members.
- Team player with superior collaboration abilities.
- Thrives in a fast-paced environment.
- Displays accountability and meets deadlines.

**Benefits**

**What we offer**:
Working here means you'll be empowered to be and do your best every day. Here is some of what you can expect as a permanent member of our team:

- Competitive salary and flexible work arrangements.
- Benefits package, including virtual healthcare.
- Access to tools and resources for physical and mental health, embracing change, and connecting with colleagues.
- Inspiring leaders and colleagues who support your growth.
- Engage in inclusive employee-led networks for education, inspiration, amplifying voices, building relationships, and development opportunities.

**We are an equal opportunity employer**:
At Andy, we value diversity and strive to create an inclusive, accessible workplace where all individuals feel valued, respected, and heard.

If we can provide a specific adjustment to make the recruitment process more accessible for you, please let us know when we reach out about a job opportunity. We’ll work with you to meet your needs.

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