Director, Customer Success

| Chicago

FourKites Customer Success team is responsible for owning the overall customer relationship with assigned accounts. The team’s goal is to provide the best customer management and business consultancy skills around. While being responsible for retaining a book of customers and partnering with Sales to expand the customer partnership. We want our customers to come to us for best practices and it is up to us to help customers prove our ROI and create raving fans that want to expand their partnership with FourKites.

As a Director of Customer Success, you will lead a team and be responsible for a dedicated customer base, guiding them along a path to achieve their business outcomes while orchestrating resources across FourKites and the customer to accelerate the success and expansion of FourKites. The ideal candidate will be equally passionate about FourKites solutions, customer outcomes, and leading and inspiring a team.

Responsibilities

  • Directly manage a team of Enterprise Customer Success Managers and partner with your team on revenue retention, expansion and overall customer satisfaction
  • Take a lead role with strategic initiatives for the Customer Success team aimed at maintaining high renewal rates, preventing churn, improving product adoption and continued usage, and ensuring high customer satisfaction and reference-ability.
  • Ensure the highest levels of customer satisfaction and product adoption, through highly effective value-added continued engagement
  • Work collaboratively with other FourKites teams to ensure customer expectations are met and exceeded. Identify opportunities for improvement and streamline operations to improve outcomes.
  • Hire, onboard and develop team members to progress their career at FourKites
  • Monitor and report out on customer health metrics
  • Develop and foster relationships within key strategic customer base.
  • Directly interact with customers to resolve conflicts and issues with the goal of improving and maintaining positive relationships with FourKites.
  • Create a company-wide culture of customer success, aligning with product to drive product roadmap and each other functional area to ensure a customer-focused organization.

Requirements

  • 5+ years’ experience in an account management, consulting or customer success
  • 3+ years of directly managing a team of Enterprise reps
  • Experience working with Executives at Fortune 500 companies on high-visibility projects
  • Bachelor's degree or equivalent experience, MBA a plus
  • Experience in a SaaS company or tech startup
  • Familiar with the Logistics industry is a plus
  • Ability to manage influence through persuasion, negotiation, and consensus building
  • Deep understanding of value drivers in recurring revenue business models
  • Analytical and process-oriented mindset
  • Demonstrated desire for continuous learning and improvement
  • Enthusiastic and creative leader with the ability to inspire others
  • Excellent communication and presentation skills

FourKites is the fastest-growing predictive supply chain platform, backed by top-tier VC firms in Silicon Valley, Boston and Chicago, delivering real-time visibility and execution for Fortune 500 companies and third-party logistics firms. Using a proprietary algorithm to calculate shipment arrival times, FourKites enables customers to lower operating costs, improve on-time performance, and strengthen end-customer relationships. With a network of more than four million GPS/ELD devices, FourKites covers all modes including ocean, rail, parcel and over-the-road. The platform is optimized for mobile and equipped with market-leading end-to-end security. We look for smart, agile, creative team players who are ready to roll up their sleeves and deliver for our customers.

**If you cannot successfully complete the application process through the FourKites website because of the education field, please send your resume and a brief message to [email protected]

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Technology we use

  • Engineering
    • RubyLanguages
    • ReactLibraries
    • AngularJSFrameworks
    • SQLiteDatabases

Location

Modern office space with panoramic views of downtown Chicago. Located in the Ogilvie Transportation Building, that's connected to all of downtown!

An Insider's view of FourKites, Inc.

What are some social events your company does?

The team at FourKites makes sure to take time to get a little competitive. Happy hour at SPiN allowed the teams to bond over snacks, libations and some fierce ping pong skills.

Amanda

Talent Manager

What projects are you most excited about?

We are working on a project to add functionality to our platform that will increase our customer’s visibility and add flexibility to our integrations. This has required collaboration between multiple departments to ensure that the scoping of the multiple product enhancement tickets are detailed and address the problems of all stakeholders.

Ashley

Manager, Carrier Operations

How has your career grown since starting at the company?

I started with FourKites as executive admin support & office manager. Several months into the role, I discussed growth opportunities with my manager and expressed an interest in moving into the HR function. The company supported my growth by sponsoring my SHRM certification and at my 1yr anniversary, I officially transitioned into a HR role!

Sara

HR Manager & Office Manager

What are FourKites, Inc. Perks + Benefits

Culture
Friends outside of work
Eat lunch together
Intracompany committees
FourKites has the "Fun Committee" to help create new happy hour ideas, spirit weeks, summer and winter parties, new swag ideas and co-ed sports teams.
Daily stand up
Open door policy
Team owned deliverables
Team based strategic planning
Group brainstorming sessions
Pair programming
Open office floor plan
Health Insurance & Wellness Benefits
Flexible Spending Account (FSA)
Dental Benefits
Vision Benefits
Health Insurance Benefits
Onsite Gym
Retirement & Stock Options Benefits
401(K)
Company Equity
Child Care & Parental Leave Benefits
Generous Parental Leave
Vacation & Time Off Benefits
Generous PTO
Paid Holidays
Perks & Discounts
Beer on Tap
Casual Dress
Commuter Benefits
Company Outings
Stocked Kitchen
Some Meals Provided
Happy Hours
Recreational Clubs
Fitness Subsidies
Professional Development Benefits
Job Training & Conferences
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