Customer Success Manager

Job Description

TranzAct Technologies, founded in 1984, is a leading integrated logistics firm providing a broad range of solutions to help businesses optimize their supply chains and reduce transportation costs. Headquartered in Elmhurst, IL, we offer best-in-class Freight Audit & Payment (FAP), Transportation Management System (TMS), LTL & TL solutions, and supply chain consulting to drive efficiency and cost savings for our clients. Our commitment to data-driven decision-making, transparency, and customer-centric service has made us a trusted partner in the logistics industry.

Customer Success Manager

The Customer Success Manager is responsible for overseeing key customer accounts, ensuring the efficient management of freight spend, optimization of transportation strategies, on-time performance, and payment reconciliation through FAP services. This role serves as a strategic partner to customers, aligning TranzAct’s solutions with their business goals to enhance cost efficiency, carrier performance, and supply chain visibility.

The ideal candidate will have a strong background in transportation management, carrier relationships, data analytics, and process improvement to support continuous optimization and cost savings. This position requires hands-on problem-solving, strategic decision-making, and the ability to collaborate with cross-functional teams to meet customer objectives.

Key Responsibilities

Customer Freight Spend & Optimization

· Oversee customer freight spend, identifying cost-saving opportunities and efficiency improvements through data-driven insights.

· Implement transportation optimization strategies, including carrier selection, modal shift recommendations, and network efficiency improvements.

· Ensure compliance with customer business rules and contracts, proactively addressing discrepancies in freight billing and performance.

· Manage ongoing carrier relationships to ensure cost-effective and high-performance transportation solutions.

Freight Audit & Payment (FAP) & Invoice Resolution

· Oversee freight invoice audits, ensuring accurate payment processing and dispute resolution.

· Monitor discrepancies in accessorial charges, service failures, and incorrect billings, collaborating with customers and carriers to resolve issues efficiently.

· Leverage freight audit insights to drive continuous improvements in cost efficiency and operational accuracy.

On-Time Performance & KPI Management

· Proactively monitor on-time delivery performance, working with carriers and customers to ensure service-level agreements (SLAs) are met.

· Develop and maintain key performance reports (KPIs), providing regular updates and strategic recommendations to customers.

· Utilize data analytics tools to track trends in carrier performance, cost per shipment, transit times, and exception management.

Process Improvement & Customer Engagement

· Lead strategic business reviews with customers, presenting insights and actionable recommendations for cost reduction and service improvements.

· Collaborate with internal teams to develop Standard Operating Procedures (SOPs) that align with customer requirements and industry best practices.

· Identify areas for automation and process enhancements within TMS and FAP workflows to improve efficiency and accuracy.

Requirements:

· Bachelor’s degree in Supply Chain Management, Logistics, Business, or a related field.

· 8+ years of experience in transportation management, supply chain optimization, or freight audit & payment.

· Strong understanding of TMS platforms, freight audit & payment processes, and carrier relationships.

· Experience managing customer freight spend and optimization strategies with a focus on reducing costs and improving service.

· Proven ability to analyze freight data, KPI metrics, and on-time performance trends to drive actionable improvements.

· Excellent communication skills with the ability to collaborate with executive-level stakeholders, customers, and carriers.

· Ability to work independently while managing multiple high-impact customer accounts in a fast-paced environment.

Job Type: Full-time

Pay: $65,000.00 - $75,000.00 per year

Benefits:

• 401(k)
• 401(k) matching
• Dental insurance
• Health insurance
• Life insurance
• Paid time off
• Vision insurance

Schedule:

• Monday to Friday

Work Location: Hybrid remote in Elmhurst, IL 60126

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