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Client Support Services Manager



Customer Service
Cary, NC, USA
Posted on Thursday, December 21, 2023

Client Support Services Manager

Looking for a passionate, self-motivated, and detail-oriented team player who is committed to the success of our customers. You will focus on growing and developing existing customers, as well as generating new business by identifying, implementing and executing new strategies.

Our Client Support Services Manager is the customer ambassador within DHL Service Logistics. Ensures commercial and relational success of the assigned business relationship(s). Delivers outstanding Customer Experience (NPS), Retention (renewal rate) and Growth (new business AGP) for the assigned account(s). Is the liaison between the customer, operations and the wider DHL Service Logistics business.

Key Responsibilities

  • Operate as the primary point of contact for key account stakeholders
  • Develop a trusted advisory relationship with accounts, customer stakeholders and internal partners
  • Take a lead of projects for contract renewal / develop more business opportunities with existing customers
  • Lead performance management - KPI meetings with customer
  • Prepare, monitor and update monthly, quarterly and annual forecasts
  • Establish strategies to win business based on clear understanding on customers’ requirement and current status of business and operation
  • Lead commercial discussion with customers and negotiate rates and contractual terms and conditions
  • Work as a project leader leading cross-functional communication internally and each stakeholders of customer in local, regional and global levels


  • Bachelor's Degree in Business or related field, required
  • Master's Degree, preferred
  • 5+ years of Logistics Industry Experience, preferred
  • 3+ years consultative sales, business development or account management experience, required

Our Organization has a business casual environment and focuses on teamwork, associate development, training, and continuous improvement. We offer competitive wages, excellent affordable insurance benefits (including health, dental, vision and life), 401K plan, paid vacation and holidays.

Our Organization is an equal opportunity employer.