About The Role

Reliant Transportation Group is a respected school bus and motorcoach transportation provider that safely connects over 40,000 coach passengers and students each day to learning and lifelong memories. Founded in 1959, the company and its affiliates have grown to nearly 1,500 teammates, operating over 1,000 school buses and other vehicles from over 20 locations across the Midwest. The principles of safety, community, integrity and service guide all levels of the organization, enabling the company to be a dependable, responsible partner that communities trust to unlock the educational opportunities and experiences that enrich lives.

Our Purpose and Vision

We exist to unlock education and experiences.
We aspire to be the most trusted passenger transportation provider, safely opening doors to learning and lifelong memories

Our culture is guided by four core principles

Safety – Safety leads the way; guiding every decision to protect our team and those who depend on us.
Community – Our teammates support each other and the communities we serve.
Integrity – We choose to do the right thing, the right way, for the right reason, every time.
Service – Excellent service is our standard; together we bring our best to every customer, every teammate and every outcome.

Position Summary

The Contract Success Manager is responsible for ensuring the successful delivery, performance, and long-term health of assigned customer contracts. This role serves as a primary point of contact between the organization and its customers and partners closely with operational leaders to ensure contractual commitments are consistently met.

The Contract Success Manager combines customer relationship management, contract performance oversight, operational coordination, financial awareness, and continuous improvement to strengthen customer relationships and drive contract retention.

The ideal candidate is a highly organized, relationship-oriented business partner who can navigate complex customer relationships, understand operational performance, identify risks, and hold internal teams accountable for delivering on contractual commitments.

Salary Range - $104,000.00 - $115,000.00

Essential Responsibilities

Customer Relationship Management

Serve as a primary relationship manager for assigned customer accounts.
Establish and maintain strong relationships with customer decision-makers, administrators, and key stakeholders.
Develop a deep understanding of each customer's priorities, expectations, service requirements, and definition of success.
Conduct regular customer check-ins, business reviews, and performance meetings.
Proactively identify customer concerns and work with internal teams to resolve issues before they escalate.
Serve as an advocate for the customer while balancing customer expectations with operational and contractual realities.
Build trust and credibility through consistent communication, responsiveness, and follow-through.

Contract Performance & Accountability

Develop a comprehensive understanding of assigned contracts, including scope of services, service levels, pricing, performance requirements, renewal terms, and key obligations.
Monitor performance against contractual commitments and customer expectations.
Partner with Operations to ensure service delivery aligns with contract requirements.
Track key contractual performance indicators and identify trends or areas of concern.
Identify contractual risks, gaps, and opportunities and escalate issues appropriately.
Ensure contract commitments are clearly communicated to internal stakeholders.
Support contract renewals, amendments, and extensions in partnership with appropriate leadership.

Operational Partnership

Partner closely with Regional Directors, Service Center Managers, Dispatch, Safety, HR, Finance, and other internal teams to support successful contract execution.
Translate customer expectations into clear operational priorities.
Participate in operational reviews and develop action plans for identified performance gaps.
Follow up on action items and hold responsible parties accountable for completion.
Help identify recurring operational issues and facilitate cross-functional solutions.
Support implementation of new contracts, service changes, acquisitions, and customer transitions.

Customer Performance & Reporting

Develop and maintain customer performance dashboards and reports.
Monitor metrics such as:
On-time performance
Service reliability
Missed trips / service failures
Customer complaints
Safety performance
Driver and staffing performance
Vehicle availability
Contract compliance
Customer satisfaction
Financial performance
Analyze performance data to identify trends and opportunities for improvement.
Prepare regular customer business reviews and executive-level performance presentations.
Provide leadership with timely visibility into customer health, risks, and opportunities.

Customer Issue Resolution

Serve as an escalation point for significant customer concerns.
Coordinate cross-functional response to service failures and customer issues.
Ensure issues are investigated, appropriately communicated, and resolved.
Conduct root-cause analysis when appropriate and identify preventive actions.
Track recurring issues and ensure corrective actions are sustainable.
Maintain appropriate documentation of significant customer concerns and resolutions.

Contract Financial Management

Partner with Finance and Operations to understand the financial performance of assigned contracts.
Monitor contract revenue, expenses, pricing, and other key financial indicators.
Identify potential financial risks and opportunities.
Support billing issue resolution and customer questions related to invoicing.
Identify opportunities to improve contract profitability while maintaining service quality and customer satisfaction.
Support pricing reviews, contract adjustments, and renewal discussions as appropriate.

Retention & Growth

Monitor the overall health of assigned contracts and identify early indicators of customer dissatisfaction or contract risk.
Develop and execute customer retention strategies in partnership with leadership.
Identify opportunities to expand services or improve the value provided to customers.
Partner with Sales and Business Development on contract renewals and growth opportunities.
Maintain a forward-looking view of contract expiration dates, renewal requirements, and customer decision timelines.
Develop account plans for strategic customers.

Continuous Improvement

Identify opportunities to improve customer experience, operational performance, and contract profitability.
Facilitate customer feedback and translate insights into actionable improvements.
Partner with Operations and other functions to implement process improvements.
Share customer trends and best practices across the organization.
Contribute to the development of standardized contract management and customer success processes.

Key Performance Indicators

Success in this role may be measured through

Customer retention and contract renewal rate
Customer satisfaction
Contract performance against service-level requirements
Resolution time for customer issues
Reduction in recurring customer complaints
Contract profitability and financial performance
Completion of customer business reviews
Customer action-plan completion
Contract compliance
Growth or expansion of assigned accounts
Internal stakeholder satisfaction
Customer relationship strength and engagement

Qualifications

Required

Bachelor's degree in Business, Operations, Transportation, Customer Success, or related field; equivalent experience may be considered.
3+ years of experience in account management, customer success, operations, contract management, or a related field.
Strong customer relationship and communication skills.
Demonstrated ability to manage multiple priorities and complex stakeholder relationships.
Strong analytical and problem-solving skills.
Ability to understand and interpret contracts, performance metrics, and financial information.
Strong organizational and follow-through skills.
Proficiency with Microsoft Office and business reporting tools.
Ability to travel between service centers and customer locations as needed.

Preferred

Experience in school transportation, passenger transportation, logistics, or another contract-based service business.
Experience managing large or complex customer contracts.
Experience with public-sector or school district customers.
Experience with contract renewals and negotiations.
Experience using CRM, business intelligence, or contract management systems.
Experience managing customer performance dashboards and KPIs.

Core Competencies

Customer Relationship Management
Business Acumen
Contract Management
Operational Understanding
Problem Solving
Data & Analytics
Communication
Accountability
Negotiation
Collaboration
Strategic Thinking
Continuous Improvement

Work Environment

This position works in a professional office and operational environment and requires regular interaction with customers, teammates, operational leaders, and other stakeholders. Travel to service centers, customer locations, and meetings may be required.

The position may occasionally require flexibility outside normal business hours to address significant customer issues or operational needs.

#HDQ

Corporate

Average Pay Rate

105000 Benefits and Total Rewards

We believe in rewarding great people with meaningful benefits that support your health, growth, and long term success.

Part Time Team Members

Dental insurance
Vision insurance
Paid training
Annual bonus opportunity
Career development opportunities

This job description outlines the general nature and level of responsibilities associated with this position. It is not intended to be an exhaustive list of all duties, responsibilities, qualifications, or working conditions. Employees may be required to perform additional job-related duties consistent with business needs. The Company reserves the right to revise, modify, interpret, or apply this job description at its discretion and in accordance with applicable law. This job description does not create a contract of employment with the Company. Employment is at will and may be terminated by either the employee or the Company at any time, subject to applicable law.

Minnesota Coaches LLC and its affiliated companies are Equal Opportunity Employers and prohibit discrimination and harassment of any kind. All employment decisions are made without regard to race, color, religion, sex, sexual orientation, national origin, age, disability, genetic information, veteran status, or any other protected characteristic under federal, state, or local law.