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Contract Success Manager About Reliant Transportation Group 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 escalade. 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 upscale 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 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

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 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.

Minnesota Coaches, a Reliant Transportation Group Company, aspires to be the most trusted passenger transportation provider, safely opening doors to learning and lifelong memories. Learn more about how we support communities and create meaningful travel experiences at www.minnesotacoaches.com or on Facebook @MinnesotaCoaches or LinkedIn @MinnesotaCoaches&Affiliates.