Vice President, Customer Success at FOURKITES

| Chicago
!Sorry, this job was removed at 10:52 p.m. (CST) on Tuesday, January 28, 2020
Apply now

About Us 

FourKites’ Customer Success team is responsible for the health and organic growth of our global customer base. FourKites customers are the world’s largest companies, multi-national shippers and household names. Our Customer Success team ensures these large enterprises realize the value of the FourKites platform, continue to expand their visibility programs, and invest further with FourKites. They partner with customers to drive product adoption, measure ROI, and achieve their business goals. The Customer Success team is responsible for customer renewal, and partners closely with our Sales team to upsell and cross-sell within our customer base. 

As the Vice President of Customer Success, you will lead the global Customer Success team with current team members in Chicago, Chennai, and Amsterdam. The ideal candidate will be equally passionate about FourKites solutions, customer outcomes, and leading and inspiring a team.

Responsibilities

  • Define and lead strategic initiatives for the global Customer Success team aimed at maintaining high renewal rates, preventing churn, improving product adoption and consistent usage, while ensuring high customer satisfaction and reference-ability.
  • Own Customer Success OKRs, collaborating with the Executive Leadership team to ensure alignment with company goals
  • Work collaboratively with other FourKites teams, such as Product Management, Engineering, Customer Support, and Implementation, to ensure customer expectations are met and exceeded. 
  • Develop and retain an experienced and effective Customer Success team, including experienced and motivated team Directors and high-potential individual contributors.
  • Implement departmental policies, procedures, and quality standards to ensure the highest levels of efficiency and customer satisfaction.
  • Measure success by defining operational metrics for the team, tracking and sharing those metrics, and taking on initiatives to address any problem areas quickly and efficiently.
  • Develop and foster key executive relationships within customer base.
  • Directly interact with strategic customers to resolve conflicts and issues with the goal of improving and maintaining positive relationships with FourKites.
  • Own the company-wide culture of customer success, elevating the voice of the customer with the product roadmap and other key functional areas.

Requirements

  • 10+ years’ experience in leadership roles in customer-facing organizations, especially in a Customer Success or Account Management function
  • Bachelors degree or equivalent experience, MBA a plus
  • Experience in an Enterprise B2B SaaS company or tech startup
  • Familiarity with the Logistics industry is a plus
  • Ability to manage influence through persuasion, negotiation, and consensus building
  • Deep understanding of value drivers in contract-based 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 and build capacity others
  • Excellent communication and presentation skills with professionals with varying experience, from project managers to executives

FourKites is the largest predictive supply chain visibility platform, delivering real-time visibility and predictive analytics for the broadest network of Global 1000 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 truckload, LTL, ocean, rail, intermodal, last mile and parcel. The platform is optimized for mobile and equipped with market-leading end-to-end security.

If you are a California resident, here is our California Applicant Privacy Notice.


Read Full Job Description
Apply now

Technology we use

  • Engineering
  • Product
  • Sales & Marketing
    • GolangLanguages
    • JavaLanguages
    • JavascriptLanguages
    • PythonLanguages
    • RubyLanguages
    • SqlLanguages
    • ReactLibraries
    • AngularJSFrameworks
    • Node.jsFrameworks
    • Ruby on RailsFrameworks
    • CassandraDatabases
    • MongoDBDatabases
    • PostgreSQLDatabases
    • SQLiteDatabases
    • Google AnalyticsAnalytics
    • IllustratorDesign
    • PhotoshopDesign
    • ConfluenceManagement
    • JIRAManagement
    • SalesforceCRM

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

What are some social events your company does?

I'm part of our Hype Squad that helps plan company events, including happy hours, summer and winter parties, co-ed sports teams, DNI groups, and volunteering in the community to name a few. Anyone can join, and it's fun being a part of strengthening a positive and engaging culture.

Mackenzie

Talent Acquisition Specialist

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

Director, Carrier Operations-Customer Success

How does the company support your career growth?

Our office is really a tight-knit community; people hang out outside of work, everyone gets along and it's a pleasant, open and collaborative culture. I really enjoy working for FourKites because of the great work-life balance, the fact there is a lot of growth opportunities, and I feel like I am working towards both my personal and company goals.

Georgios

Staff Accountant

What are some social events your company does?

A fun way we like to provide and share recognition is through our quarterly Cheers to Peers, Nice Cream Socials that Kaitlin, our Front Desk and Office Coordinator puts together. It's a great opportunity to provide recognition to others, mingle with different teams, and eat ice cream - what could be better!

Jenny

Talent Acquisition Specialist

What are FOURKITES Perks + Benefits

FOURKITES Benefits Overview

We provide an elite tier of benefits, have a bias for promoting within, and an array of fun office perks, snacks, happy hours, team events, and company outings.

Culture
Volunteer in local community
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
Diversity
Highly diverse management team
Health Insurance & Wellness Benefits
Flexible Spending Account (FSA)
Disability Insurance
Dental Benefits
Vision Benefits
Health Insurance Benefits
Life Insurance
Wellness Programs
Onsite Gym
Retirement & Stock Options Benefits
401(K)
401(K) Matching
Company Equity
Performance Bonus
Child Care & Parental Leave Benefits
Generous Parental Leave
Flexible Work Schedule
FourKites provides employees with a flexible work schedule that includes Flexible start and end times.
Family Medical Leave
Vacation & Time Off Benefits
Generous PTO
Paid Holidays
Paid Sick Days
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
Lunch and learns
Cross functional training encouraged
Promote from within
More Jobs at FOURKITES10 open jobs
All Jobs
Finance
Design + UX
Dev + Engineer
HR
Operations
Sales
Developer
new
Chicago
HR
new
Chicago
Developer
new
Chicago
Developer
new
Chicago
Design + UX
new
Chicago
Operations
new
Chicago
Developer
new
Chicago