Success is the sum of small efforts, repeated day-in and day-out— Robert CollierAmerican author, publisher, and self-help proponent.
Success, like beauty, art, or music, can certainly be defined “in the eyes of the beholder” Great customer success encompasses achievement of a desired outcome and receiving maximum value from a service or product.
Experiences are things we undergo or encounter. In the context of client or customer experience, it is great when it includes characteristics such as convenience, knowledgeable and helpful service, personalization, and speed. Great customer service involves proactive problem solving, empathy, consistency, and making customers and clients feel valued and heard. Great client experience breeds trust and loyalty.
Recently promoted Pace Client Success and Experience Manager Marlie McLoughlin says that her new position “sets the foundation for her and her team to support our clients more effectively. We’ll be empowered by Pace to improve communications, streamline processes, and resolve issues faster.” Pace’s goals are to strengthen client relationships and ensure great overall experiences.
Pace CEO and President Matt Lawrence said that Marlie, along with her team, will be “responsible for deeply understanding our customers, what defines success for them, and how we continue to grow organically through strong partnerships. This move is an important step in shifting the team’s function from a tactical, reactive role to a more strategic, proactive role.”
Looking forward to her 10-year anniversary with Pace this coming June, Marlie has progressed through multiple roles: Customer Service Representative, Account Manager, Sales Support, and Sales/Operations Support. She is excited about the potential and possibilities for leading Pace’s re-tooled approach as Manager of Client Success and Experience.
“I know it may sound crazy, but I genuinely enjoy the fast-paced craziness that comes with logistics,” said Marlie. “No two days are ever the same, and there’s always a new challenge to tackle or a problem to solve. I thrive in an environment where quick thinking, teamwork, and adaptability are essential. One of my favorite parts of the job is that I get to collaborate with every team at Pace, as well as our clients. I’m able to work with everyone involved in the process—from drivers and sorters on the front lines to managers and owners—ensuring operations run smoothly and our customers have the best possible experience. I enjoy being the connection point between teams and helping drive solutions that keep everything moving.
Marlie has strong ideas about service. “Taking care of others has always been a huge part of who I am, not just in my career but in my personal life as well,” she said. “I genuinely enjoy making sure people feel supported and have what they need to succeed. Being able to help in any way I can truly means a lot to me. If someone is facing an issue, I’m always determined to find a solution—whether that means stepping in directly, finding the right resources, or working with others to get it resolved.”
Doing the right thing contributes to great client experience. “This is one of my favorite core values and one I live by,” said Marlie. “To me, that means making decisions with integrity and always focusing on what is best for both our clients and Pace. If the solution doesn’t align with doing the right thing, then it isn’t the right solution. I hold myself to that standard and I’m not afraid to hold others accountable as well—because doing what’s right should always come first.”
When asked about why she gets a charge from helping Pace clients, Marlie said that no two clients are the same, each with their own individual and distinct goals, expectations, and operational needs. “That’s why flexibility and communication are important. By understanding the details of their business and anticipating potential challenges, we’re able to create tailored solutions that drive long-term success and build trust,” she said.
When she’s away from managing her team to build on client success and experience, Marlie spends valuable time with her family. “We’re always finding new adventures to get into, whether it’s traveling, exploring somewhere new, or just making the most of time together at each other’s houses,” she said. “My family is my world, and they keep me motivated every day. We love the Tennessee Vols, and during baseball season I am glued to the television! College baseball is an obsession! You will always catch me with my Tennessee Orange Pit Viper sunglasses on year-round!”
