Estes Forwarding Worldwide (EFW) is seeking a Manager, Tradeshow Client Relationships to manage all facets of assigned Tradeshow accounts within the company. The successful candidate will be responsible for establishing and maintaining client relationships, coordinating support for clients, directing client strategies, and ensuring a consistently high level of service, quality, and client satisfaction.
Requirements
- Develop and maintain strong, long-term Tradeshow client relationships with assigned accounts.
- Achieve assigned strategic Tradeshow account objectives.
- Work in conjunction with Tradeshow sales team members, operations leadership, and the EFW Executive team to ensure open communication and provide excellent customer service.
- Gather information from members at all levels of the organization who can contribute information about problems and possible solutions.
- Research and provide possible solutions for identified issues.
- Recommend strategies to management and other decision makers.
- Look for and develop new opportunities through Challenger Sales process and consultation.
- Develop new relationships with assigned Tradeshow accounts through networking and additional opportunity probing.
- Recommend new EFW strategies to client management and other decision-makers.
- Adhere to CRM processes – including, but not limited to, ensuring updated contact information, new opportunity entry, call notes with results and next steps, etc.
- Own assigned new Tradeshow customer onboarding and integration.
- Assist with facilitating the Onboarding Roadmap.
- Assist in developing and ensure execution of Tradeshow client agreements for new accounts.
- Identify IT integration needs and work with assigned IT project managers.
- Act as the liaison between clients and all pertinent internal teams.
- Support bidding and pricing process with assigned accounts.
- Interact with key SME’s to facilitate timely delivery of completed projects and improvements.
- Communicate with major clients on a regular basis and respond to specific queries.
- Establish and continuously improve processes to ensure excellent client relations.
- Handle transactional complaints and problems in a timely and effective manner.
- Be a client resource for all Tradeshow needs.
- Provide dedicated and complete customer service support.
- Engineer solutions and innovative ideas to meet client needs.
- Prepare Business Reviews in an established cadence (monthly, quarterly, etc.).
- Understand and provide business projections to all relevant parties.
- Monitor account performance by regularly reviewing KPIs and agreed upon client SLAs.
- Work with operational team to identify any lagging trends and improve to client expectation.
- Define business problems within the organization and use statistical analysis, simulations, predictive modeling, or other methods to analyze and develop practical solutions.
- Measure effectiveness of solutions and process improvements.
- Support and work with VP, Tradeshow for any identified account escalations and issues with operational performance.
- Support and work with Tradeshow operations for any identified new opportunities or issues with performance.
- Routinely measure shipment volume levels and quickly investigate attrition or growth to determine root cause. Escalate any identified attrition to management.
- Maintain Client Tradeshow and Event schedule within CRM, building opportunities and maintaining the schedules in order to stay on top of account growth and potential revenue. Keeping contact information updated with CRM and Worldtrak.
- Build client quotations and shipments within Worldtrak.
- Route all shipments for the client and look for opportunities to maximize profit by consolidating shipments with other account freight.
- Effectively log all client communication in the company CRM.
- Regular attendance is required.
- Comply with company C-TPAT and TSA security procedures.
- Perform other duties as assigned.
Benefits
- Paid vacation, sick time, and holidays
- 401(k) plan with company match
- Medical, dental, and vision insurance
- Short- and long-term disability plans
- Life and accidental death & dismemberment insurance
- Job referral bonus program
