Senior Manager Client Success -- Mexico

Reports To: Director, Mexico Operations

Location: Monterrey

Environment: Hybrid (about 3 days onsite; 2 remote)

Work Schedule:

This position is full-time and hybrid Monday through Friday with an hour break, but flexibility based on coverage. There are some after-hour and weekend expectations.

Who We Are:

Recognized by Gartner in their Modern 4PL Market Guide, Redwood Logistics is at the forefront of industry innovation. Our cutting-edge supply chain technology pairs with the expertise of our brilliant minds to empower logistics execution across North America and Mexico.

Leveraging a comprehensive range of services, data-centric network solutions, and a seamlessly integrated platform, we have established our prominence as a key player in the mid-market segment within the freight tech industry.

Whether you’re just starting your career or are an established professional looking for your next opportunity, Redwood inspires innovation across teams to provide transformative solutions for our customers.

Purpose of Your Work:

As a Senior Manager Client Success working within Redwood Mexico (one of our entities), you will be responsible for supporting our Mexico customers through daily operational duties.

How You Make a Difference Everyday:

• Actively manage and own a portfolio of clients and their strategic account plans
• Identify opportunities within the client portfolio to grow with Redwood, either through adding services or through continuous improvement
• Foster an environment of ideation and creativity to drive continuous improvement and effectiveness
• Ensure client retention by identifying and driving strategic adjustments that aim at cost reduction, profitability/productivity increase, and customer satisfaction and value enhancement
• Ensure all client activities and communication are documented in a timely fashion
• Coordinate customer expectations within Redwood teams to ensure alignment and create a unified approach to our clients
• Drive a culture of accountability and results by measuring and managing performance and deliverables
• Execute annual, monthly and weekly plans and goals to ensure alignment and on time deliverables
• Set weekly, monthly, quarterly, and annual communication cadences with clients to facilitate key initiatives, performance, and account deliverables
• Develop and own internal and external account reporting including creating static TMS reports, training clients on on-demand TMS reporting, facilitating advanced analysis and reporting with the Engineering team, and leveraging Tableau reporting & dashboarding
• Conduct and facilitate regular business reviews with each client, virtually and in-person, as applicable
• Collaborate in business review presentations to include performance KPI’s, market updates, and supply chain initiatives that drive growth or continuous improvement
• Support customer implementations to ensure smooth transitions, setting expectations, reporting & visibility, and facilitating with other departments
• Efficiently and effectively resolve escalated customer issues or problems
• Perform additional duties assigned by management

You’ve Got This?

• Ability to think critically, analyze data, and set strategic goals
• Excellent organizational, communication, negotiation, and time management skills
• Demonstrated effectiveness in a fast-paced, dynamic work environment
• Proven track record of successful problem-solving and execution
• Ability to work autonomously, proven to be both a self-starter & team player
• Coordinate effectively with multiple team members and across departments on joint tasks such as reporting, project operations, customer impact, profitability, performance indicators, and compliance
• Ability to remain calm under pressure, adapt, and adjust to changes
• BS/BA required. Master’s degree preferred.
• English proficiency >90%
• Minimum of 10+ years of experience in an operational role within the transportation/logistics industry, and minimum 5+ years in customer-facing role
• Working knowledge of the cross-border (MX/US/CAN) required
• Smart leader with strong business acumen that possesses full understanding of transportation modes, customs brokerage, managed services, and market trends
• Proficiency with Transportation Management Systems
• Ability to travel up to 30% for customer meetings and training

What We Offer:

• Access to experts and resources for your Learning & Development journey
• Opportunity for internal mobility
• Employee Resource Groups (ERGs)
• Annual fundraising and volunteer events to give back to communities
• Employee referral bonus program
• Life Insurance policy for you starting 30 days after employment
• Personal Health Insurance coverage for you – Major Medical
• 30 days “Aguinaldo” Christmas bonus or prorated percentage your first year
• Vacation time starts at 12 days. Additional days will increase per Mexican Law
• Premium Vacation 50% vacation days (Prima vacacional)
• You will also receive benefits like Saving Plan (Fondo de Ahorro) and Food Coupons (Vales De Despensa) 6% or the Maximum amount by Mexican Law
• You will be provided with a Cell Phone Allowance of $800 pesos per month minus applicable taxes

Redwood is an equal opportunity employer. Employment decisions at the Company are based on individual merit, qualifications, abilities, and the Company’s needs and resources. The Company does not discriminate in recruiting, hiring, compensation, promotions, discipline, termination or any other aspect of employment on the basis of an individual’s actual or perceived race, color, creed, religion, sex (including pregnancy, childbirth and related medical conditions), sexual orientation, gender identity, national origin, ancestry, citizenship status, age, disability, marital status, military service or status, genetic information, arrest and conviction record, credit history, or any other basis protected by applicable law.