Client Relations Manager - Healthcare Transportation

Job Description About Apple Express Courier Ltd. Apple Express provides our customers with strategic transportation and logistics services through the utilization of our people’s skills, processes, and technology. We create innovative solutions, delivering exceptional value and service quality for Healthcare, IT, and E-commerce organizations across Canada. At Apple Express, we foster a culture of inclusion, collaboration, and continuous improvement. We are committed to helping our employees grow professionally while making a meaningful impact for our customers and the communities we serve. Position Summary The Client Relations Manager - Healthcare Transportation is responsible for strategically managing relationships with Apple Express Healthcare Transportation clients, ensuring exceptional service delivery, client retention, and long-term growth opportunities. This role serves as the primary point of contact for assigned healthcare accounts and is responsible for overseeing scopes of work, contracts, client onboarding, profitability analysis, operational performance, pricing strategies, and business development initiatives. The successful candidate will work closely with cross-functional teams to ensure client expectations are consistently met or exceeded while identifying opportunities to expand service offerings and increase share of wallet. What You'll Do Client Relationship Management Manage a portfolio of dedicated, routed, and scheduled Healthcare Transportation clients. Develop a thorough understanding of client operations, business objectives, and service requirements. Build and maintain strong client relationships through regular communication and strategic engagement. Lead Monthly and Quarterly Business Reviews (MBRs/QBRs) with customers and senior leadership. Act as the primary escalation point for client concerns and ensure timely resolution. Account Growth & Business Development Identify opportunities to expand existing services and increase account revenue. Develop pricing strategies and business cases for new and expanded transportation solutions. Prepare and present proposals, pricing models, and service recommendations. Participate in developing innovative transportation solutions and service offerings. Stay informed of industry trends, healthcare market developments, and competitive activity. Client Onboarding & Project Management Lead new account implementations from initial planning through full operational launch. Ensure complete ownership and accountability for successful customer onboarding. Coordinate cross-functional teams to ensure seamless implementation of new business. Manage project plans, timelines, deliverables, and milestone achievement. Monitor implementation performance and ensure customer expectations are achieved. Operational & Regulatory Excellence Ensure all client Scopes of Work remain accurate, current, and compliant with applicable Provincial Healthcare regulations. Partner with Operations, Customer Service, Administration, and Business Development teams to ensure operational excellence. Collaborate with Quality teams to develop and maintain client-specific training programs. Ensure internal teams remain informed of evolving healthcare transportation requirements and regulatory changes. Drive continuous improvement initiatives to enhance customer experience and operational efficiency. Performance Management & Reporting Monitor customer profitability and transportation performance metrics. Analyze service trends and identify opportunities for operational and financial improvements. Manage and report on Key Performance Indicators (KPIs). Maintain accurate records and documentation of all client interactions. Deliver regular business performance reports and recommendations to stakeholders. What You Bring Technical Skills Strong analytical and problem-solving capabilities. Advanced report-writing and project management skills. Experience developing pricing structures and profitabili…

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