Client Relations Manager - Healthcare Transportation

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 profitability models.Proficiency in Microsoft Office Suite, particularly Excel.Experience working with transportation routing, costing models, and operational analytics is considered a strong asset.Comfortable utilizing technology and software platforms to support client and operational needs.Interpersonal Skills
Exceptional written and verbal communication skills.Strong presentation and facilitation abilities.Outstanding listening, questioning, and relationship-building skills.Positive and collaborative approach to managing stakeholders.Effective conflict resolution and negotiation abilities.Excellent organizational and time management skills.Strong business and financial acumen.Highly self-motivated with strong accountability and ownership mentality.Required Qualifications
College Diploma or University Degree in Business Administration or a related field.Minimum 5 years of experience in Transportation Solutions, Logistics, Healthcare Transportation, or a related industry.Demonstrated success managing customer relationships in a client-facing environment.Experience with dedicated, routed, scheduled, and on-demand transportation solutions.Familiarity with the national healthcare transportation programs and requirements is strongly preferred.Experience with activity-based costing and transportation routing methodologies is considered an asset.Ability to travel occasionally requiredWhy Join Apple Express?
Join a leading Canadian transportation and logistics organization.Work with some of Canada's most recognized healthcare clients.Play a strategic role in shaping healthcare transportation solutions.Collaborate with a team that values innovation, accountability, and customer excellence.Access professional growth and development opportunities.Be part of a culture built on respect, inclusion, and continuous improvement.Hiring Process Transparency
Work Arrangement:
Hybrid/On-Site based on business requirements.Salary Range:
$70,000 - 80,000AI Disclosure:
Artificial Intelligence (AI) may be used to screen applications.Vacancy Status:
This posting is for an existing, specific vacancy.Language Requirements:
English is the principal language for this position.Statement of Non-Inclusivity
This job description is not to be construed as a complete listing of the duties and responsibilities that may be given to any employee. The duties and responsibilities outlined in this position may be added to or changed when deemed appropriate and necessary by the person who is managerially responsible for this position.Accessibility Statement
Apple Express offers a culture that fosters inclusion and respect. We are committed to providing accessible employment practices in compliance with the Accessibility for Ontarians with Disabilities Act (AODA). Requests for accommodation can be made at any stage of the recruitment process, and applicants are encouraged to make their needs known.
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