Director, Customer Success

| Chicago | Hybrid
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FourKites is looking for an extraordinary people leader who is customer obsessed and believes in our core values of one team, bias for action, attitude matters and extreme ownership. 

As the LSP Director of Customer Success, you will lead a team responsible for a dedicated Logistics Service Provider (LSP) customer base.  This Director will lead a team that consists of Customer Success Managers (CSM) and Technical Account Managers (TAM) who deliver a best-in-class customer experience.  The ideal candidate will be equally passionate about FourKites solutions, customer outcomes, and leading and inspiring a team.

Responsibilities

  • Manage a team of Customer Success Managers and Technical Account Managers, focused on the LSP vertical
  • Build and cultivate relationships with LSP executives and champions
  • Promote operational effectiveness in supporting LSP accounts
  • Drive account growth and mitigate risk for the LSP book of business
  • Establish best practices and thought leadership within the Broker/Carrier/LSP segment
  • Hire, onboard and develop team members to progress their career at FourKites
  • Contribute to a company-wide culture of customer success
  • 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

  • 7+ years’ experience in an account management, consulting or customer success
  • 5+ years of directly managing customer-facing teams
  • 3+ years’ experience of experience in the Broker/Carrier/LSP industry
  • Proven ability of Executive-level expectation setting
  • Manage and influence behavior through persuasion, negotiation, and consensus building
  • Ability to coordinate tactical delivery excellence
  • Bachelor's degree or equivalent experience, MBA a plus
  • Experience in a SaaS company or tech startup
  • Enthusiastic and creative leader with the ability to inspire others
  • Excellent communication and presentation skills

About the team: 

The FourKites Customer Success Team owns the overall customer relationship.  The team’s goal is to provide our customers the best experience and business consultancy.  The team is responsible for both retaining a book of customers as well as partnering with Sales to expand the relationship.  We provide best practices and thought leadership to help our customers recognize business value and prove ROI.  Our goal is to be viewed as trusted partners and to create raving fans that continuously improve their partnership with FourKites.

Named one of Forbes’ Next Billion-Dollar Startups, FourKites is on a mission to transform the world’s supply chains with the most powerful technology on the planet. With a customer base that includes 18 of the top-20 food and beverage companies and nine of the top-10 CPG companies, the company combines the largest network of real-time logistics data with machine learning to help its customers lower costs, improve on-time performance and strengthen end-customer relationships. We are a customer-obsessed organization, wholeheartedly committed to helping our customers succeed and drive long-term value. 

The empathy we exhibit with our customers applies internally, as well. At FourKites, a positive work culture is a priority, and team members benefit from structured employee development plans, mentorship and training programs, quarterly review and promotions processes, affinity group memberships and competitive benefits packages. Click here to learn more about our team and our corporate values.

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Technology we use

  • Engineering
  • Product
  • Sales & Marketing
    • GolangLanguages
    • JavaLanguages
    • JavascriptLanguages
    • PythonLanguages
    • RLanguages
    • RubyLanguages
    • SqlLanguages
    • ReactLibraries
    • Node.jsFrameworks
    • Ruby on RailsFrameworks
    • AzureFrameworks
    • Google AnalyticsAnalytics
    • IllustratorDesign
    • PhotoshopDesign
    • ConfluenceManagement
    • JIRAManagement
    • SalesforceCRM

Location

110 North Upper Wacker Drive, Chicago, IL 60606

An Insider's view of FourKites

How does your team reward individual success?

We find that getting to know what motivates a team member allows us to give more valuable and appreciated rewards and recognition. It could be a team meeting shout out for a job well done, a gift card through our wish list program, an exciting new project that allows the employee to work with new teams or departments or even a spot bonus.

Amanda

Director, Talent & Development, Talent Acquisitions

What projects are you most excited about?

I had the privilege of being involved in the development of Appointment Manager and providing feedback when it was just a "simple" calendar designed to assist our customers in organizing appointments based on real-time ETAs. The utilization of this tool yields significant time savings, making it an undeniable favorite of mine.

Kayla

Customer Enablement Manager

How has your career grown since starting at the company?

From day one, I have been encouraged to explore my professional interests. I had only been an individual contributor in previous roles but was interested in people management – here, I have had the opportunity to grow into a manager role and the company has sponsored my participation in leadership programs to support my professional development.

Helen

Manager of Professional Services

How do you empower your team to be more creative?

The design team goes beyond being creative. We are strategic thinkers who execute scalable and sustainable product user experiences for our customers. Empathy is at the core of our design and more importantly, the entire FourKites company. I always encourage my team to think through our customer's lens in order to be the most impactful.

James

VP of Global User Experience

What are FourKites Perks + Benefits

FourKites Benefits Overview

We provide an elite tier of benefits and wellness programs, have a bias for promoting within, and an array of global culture & connection programs and committees, such as DEI Employee Councils, FourKites Pride, and FourKites Women's groups.

Culture
Volunteer in local community
Open door policy
OKR operational model
Team based strategic planning
Pair programming
Open office floor plan
Employee resource groups
Hybrid work model
Flexible work schedule
Remote work program
Diversity
Dedicated diversity and inclusion staff
Highly diverse management team
Mandated unconscious bias training
Mean gender pay gap below 10%
Diversity employee resource groups
Hiring practices that promote diversity
Health Insurance & Wellness Benefits
Flexible Spending Account (FSA)
Disability insurance
Dental insurance
Vision insurance
Health insurance
Life insurance
Wellness programs
Team workouts
Mental health benefits
Wellness days
Financial & Retirement
401(K)
401(K) matching
Company equity
Performance bonus
Charitable contribution matching
Child Care & Parental Leave Benefits
Childcare benefits
Generous parental leave
Family medical leave
Adoption Assistance
Company sponsored family events
Fertility benefits
Vacation & Time Off Benefits
Generous PTO
Paid volunteer time
Paid holidays
Paid sick days
Bereavement leave benefits
Office Perks
Commuter benefits
Company-sponsored outings
Free snacks and drinks
Some meals provided
Company-sponsored happy hours
Recreational clubs
Fitness stipend
Home-office stipend for remote employees
Onsite gym
Professional Development Benefits
Job training & conferences
Lunch and learns
Promote from within
Mentorship program
Online course subscriptions available
Customized development tracks

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