Client Services Manager

Company Description*
At A & A, we’re looking for an experienced Client Services Manager in the customs brokerage and logistics industry who is obsessed with exceeding customer expectations and providing strong leadership and guidance to our Client Services team.*
**As part of the A & A team, you'll represent the A & A brand, values & promise in all that you do.**
Reporting to the COO, as the Client Services Manager you will play an intricate role in developing the long-term vision and evolution strategies to sustain a best-in-class client account management support model. The team which you will lead is responsible for managing client portfolios and conveying our value proposition to our clients. The Client Services Manager is also accountable for the coordination and management of projects, resolving billing issues, client escalations, retention strategies, and contract renewals.

Job Description*
Here's the impact you’ll make at A& A as the Client Services Manager:*
- Lead and implement a best-in-class Client Account Management strategy focused on building, managing, and growing long-term partnerships with our clients
- Provide leadership support for a team of skilled Client Account Managers through daily interactions, customer-first resolutions, and new business development and retention strategies
- Advocate for your clients by championing continuous improvement initiatives and proactively communicating with stakeholders to improve service delivery and resolve issues
- Identify and proactively address opportunities to integrate additional services, manage investigations, limit escalations and perform post-Incident reviews
- Establish and nurture strategic partnerships with internal teams to resolve client inquiries in a timely manner
- Create Client facing reports and use them to proactively engage our existing and new Clients
- Track, analyze, and communicate KPIs and provide feedback and recommendations
- Proactively seek out market information in order to effectively develop rapport with clients
- Keep our customers informed of new features that may be of interest to them
- Connect with federal agencies such as the CBSA or CBP to partner with, educate and support the services used by our clients
- Work closely with Sales to manage client needs and expectations as well as to define the scope and pricing of additional services to meet unique client needs
- Use CRM database to log activities and sales opportunities

Qualifications*
Here’s what you will bring to the role and to A & A:*
- 5+ years of leadership experience building and supporting high-performance teams
- Exceptional leadership attributes and abilities: Collaboration, communication, creative thinking, and decision-making skills
- Client management experience, with experience in the customs brokerage and logistics industry an asset
- Successfully owned the entire client management process
- Demonstrated ability to develop strong business relationships both internally within the organization and externally with clients and stakeholders
- A strong customer focus to deliver positive outcomes
- Highly motivated and self-sufficient, able to work successfully under pressure and in the face of ambiguity - proactively identify when it is necessary to take certain actions and move ahead with confidence

**Here’s what also you may offer**:

- You are familiar with the customs brokerage and logistics industry
- You have your CCS and CTCS designations, and an LCB designation is an asset
- Understanding and working knowledge of Google Suite, CRM tools

Additional Information*
A Bit More About A & A *
- We have been in business for more than 43 years and we specialize in customs brokerage - but we are not your average broker
- We have been certified as a Great Place to Work by our own employees
- Our employees can work from home, giving them the flexibility to work from anywhere
- We are a values-based organization and a dedicated group of professionals who value teamwork, learning and development, and cutting-edge innovation while having fun too
- We take a great deal of pride in developing long-term relationships and in supporting our community and our environment

This position offers the flexibility to work remotely, or in a hybrid capacity. There may also be the occasion when travel or additional hours are required to meet the needs of our customers or to participate in customer meetings or sales and marketing events, such as trade shows or conferences.
**#ServewithEthusiasm #MakeitHappen #PlayasaTeam #Learn&Grow