Standvast Fulfillment seeks a Client Solutions Manager to guide our customers throughout their journey to create an enduring, expanding, and rewarding commercial relationship. You are the main point of contact for our customers and will strive to make our customers passionate advocates of the Standvast team. You will provide rapid onboarding, implementation, adoption and establish the necessary tracking and reporting based on our shared success criteria. The client solutions manager (CSM) needs to be an excellent communicator to advocate for our clients to our product and operations teams and to be an adaptable and creative consultant to apply Standvast offerings to the needs of the customer.
Standvast is leveraging a track record of developing best-in-class supply chains for the world’s leading e-Commerce businesses to develop a technology-enabled, purpose-built e-Commerce fulfillment platform focused on high-growth brands. Standvast serves brands as a critical component in fulfilling e-Commerce sales at a pace and quality demanded by their customers. This role provides an entrepreneurial opportunity to define how Standvast operates with excellence, impacts the financial and business success of the organization, and helps invent for our customers. This position reports to the Chief Customer Officer and can be located at one of the Standvast locations (BWI, MEM, RNO) or fully remote with regular travel to the fulfillment centers (FCs).
Position Summary
The Client Solutions Manager is responsible for the end-to-end management and oversight of the customer account, from customer onboarding to implementation and ongoing operations. You will oversee the overall health of the customer relationship and advocate for our clients within the Standvast organization to provide the necessary support and solution delivery to help them realize business value from their investment.
Key Responsibilities Include
- Create customer value by clearly defining business outcomes and building a “success plan” with the identified objectives, stakeholders, milestones, risks, and metrics needed to achieve them.
- Lead the overall implementation and integration planning, ensuring both the client teams and Standvast are completing the necessary deliverables, hitting agreed timelines, and meeting objectives.
- Accelerate customer adoption and drive client integration.
- Leverage deep functional expertise to solve customer challenges using Standvast solutions.
- Liaise with Customer S&OP owners to ensure proper planning and data sharing is practiced.
- Proactively identify new workloads and expansion opportunities in each account to drive value both for the customer and for Standvast.
- Build, maintain, and leverage strong relationships with Senior Leadership, Supply Chain, and Technology Decision Makers within each customer to influence solution adoption, create strong support for new opportunities, and secure their willingness to advocate on Standvast’s behalf.
- Build/maintain a rapid channel of communication to customers in case of online service-related issues and events.
- Orchestrate and gain strong buy-in with multiple external (e.g., customer’s Partner) and internal technology services teams and be highly connected to Standvast’s SMEs throughout
- Collaborate cross-functionally across the various internal functions to deliver full Standvast value to the customer, including sales, technology, and operations.
- Develop long-term strategic relationships with key accounts.
- Ensure customer satisfaction.
Experience, Skills, and Qualifications
- 4+ years of client success and/or account management experience
- A top-notch communicator who is able to bridge customer requirements with internal resources to deliver product development, design, and implementation.
- A highly capable project manager able to lead multi-functional teams (including client resources) to deliver solutions within agreed timelines.
- A capable solutions developer able to apply Standvast solutions to meet customer objectives.
- Experience driving revenue growth in a usage-based model.
- Experience managing and improving customer satisfaction across multiple enterprise clients at the same time.
- 3-5+ years of experience in e-commerce fulfillment, third-party logistics, supply chain software, or other retail fulfillment functions is ideal Experience in both ongoing account management and pre-sales is ideal
- Proven ability to map the customer’s business process to product capability.
- Strong interpersonal skills that establish Trusted Advisor relationships with clients
- Strong organizational/time management skills and the ability to manage multiple projects simultaneously.
- Cultural awareness and appreciation for diversity
- Bachelor’s degree or equivalent work experience
- Strong background in Microsoft tools and able to work with large data sets through Excel (analyze, pivot, and create reports).
Nice to Have
- Have industry experience, including supporting clients in supply chain planning and eCommerce fulfillment.
- Experience in driving CRM, ERP, or other Business process transformation in enterprises through effective change management and adoption is highly preferred.
- Experience in one of the following industries is highly preferred – E-commerce Retail, Transportation, Fulfillment & Distribution
- Excellent executive engagement skills with an ability to establish strong relationships with business decision-makers.
Benefits
- Medical insurance with 100% employer covered HRA
- Dental and Vision insurance
- Short and Long-Term Disability Insurance are 100% employer covered
- Basic Life Insurance is 100% employer covered
- Accident and Critical Illness Insurance
- Supplemental Term Life Insurance
- 401k with 5% company match
- Robust Employee Assistance Program
Standvast Values
- Care for Customer First - Our solutions start with and focus on our clients and their customers.
- Stay Humble and Work Hard – Our mission is to enable our clients' and teams’ success - we must work tirelessly together to deliver our vision.
- Expect More – Trust, integrity, transparency, and great people - Setting the bar on the diverse quality of our team and services we provide to ensure we achieve something uniquely excellent.
- Relentlessly Improve, Don’t Settle - Simplify and invent solutions in a culture of constant learning to fearlessly drive informed action that will make a difference.
- Be Accountable - Demonstrate mutual respect, share responsibility, and commit to success across our team, customers, and partners.
- Do good, Serve others – Our organization seeks to create greater good for those we serve.
