Client Outcomes Manager

Client Outcomes Manager

NFI Transportation Management (TM) is seeking a strategic and results-oriented Client Outcomes Manager to serve as the primary strategic point of contact for our valued customers. This role is critical in driving long-term value, managing executive relationships, and building the scalable impact of our client programs.

Responsibilities

The Client Engagement Manager focuses on the strategic health and expansion of the account:

• Act as the strategic point of contact, building deep partnerships with all NFI and Customer Stakeholders
• Onboard all new customers to our client engagement processes

• Lead the development and delivery of a standard Quarterly Business Reviews (QBRs) and Executive summary process. and prepare comprehensive executive summaries for client leadership.

• Work with the TM teams to establish uniform and complete concept of operation documents and KPI's that follow the established customer contract.
• Work with TM Innovation Team to identify potential technologies that enable further customer-value impact or NFI revenue growth opportunities.
• Work with the TM teams, Carrier Management, and the carriers/vendors to ensure all stakeholder partners are meeting expected KPIs
• Accountable to managing and implementing the NFI TM CI Program which includes tracking generated ideas, their owners and timing, whether implemented or not and overall return on investment net of NFI costs.
• Onboard all new customers to our engineered solutions from first load and have a documented plan with customers for rollout of all remaining solutions.

• Manage Master Service Agreement (MSA) renewals, addendums and/or amendments, and work with Carrier Procurement on all Carrier RFP activities.

• Identify and implement industry's best practices across teams to improve overall client delivery and consistency.
• Deliver industry thought leadership to all customers

Qualifications

• 10+ years transportation-related industry experience with demonstrated acumen
• Proven experience in account management or client engagement within the logistics or transportation industry.
• Strong project management skills, including the ability to maintain current value-impact project plans, with strong attention to detail, timing and follow-up.
• Excellent communication skills with the ability to organize and present complex customer-facing materials with professionalism.
• Analytical mindset capable of performing trend analyses to drive strategic decisions and anticipate customer outcomes.
• Ability to work collaboratively as part of a team
• Basic computer experience (E-mail, Internet); Proficient in Microsoft Excel or equivalent
• Travel: Up to 50% or as needed

Success Factors

Client Relationship & Satisfaction

• Maintain a 100% client retention rate.
• Customer is an advocate; Supporting testimonials, case studies and referrals
• Deliver a Voice of Customer (VOC) with a score of 80% or higher

Strategic Delivery

• Operate to client engagement playbook for all customers; Customer value roadmap, stakeholder map, customer-contact schedule, and others to be determined
• Oversee value-project lifecycles from initial conception through to delivery, ensuring all milestones are met on time, within budget, and to the highest quality standards
• Deliver QBRs and executive summaries to customer defined cadence.
• Identifying and managing implementation of TM value-impact opportunities (those generated by Engineering and sold through Sales Cycle), including all NFI product lines equivalent to an ROI of 2x NFI fees.
• Complete new customer onboarding to our client engagement processes
• 100% on time renewal, addendum or amendment management
• Meet all contracted SLAs
• Positive internal value impact across functions

Program Growth

• Net Revenue growth

We are excited to share that the base salary range for this position is $119,516.28-159,355.04, based on the national average for the position. This position is also eligible for an annual discretionary bonus, targeted at 8%. NFI takes into consideration applicants' qualifications, experience, education, and geographic location when determining a starting rate of pay.

Employees are also eligible for a robust benefit program, which includes Medical, Dental, Vision, Prescription Drug Coverage, 401k Plan, Wellness Program, Life Insurance, Paid Time Off, and Paid Parental Leave, among other benefit plan options.

Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities