Director, Customer Success at FOURKITES

| Chicago
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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
    • 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

How does your team reward individual success?

At FourKites, we LOVE tacos! We love them so much we use a recognition taco bot in slack to reward and recognize great work across all 3 offices. At the end of the month, the taco winner gets a gift card to get tacos somewhere in Chicago!

Amanda

Director, Talent & Development, Talent Acquisitions

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 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
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 sync
Open door policy
Team owned deliverables
Team based strategic planning
Group brainstorming sessions
Pair programming
Open office floor plan
Diversity
Dedicated Diversity/Inclusion Staff
Highly diverse management team
Unconscious bias training
Someone's primary function is managing the company’s diversity and inclusion initiatives
Diversity Employee Resource Groups
Hiring Practices that Promote Diversity
Health Insurance & Wellness Benefits
Flexible Spending Account (FSA)
Disability Insurance
Dental Benefits
Vision Benefits
Health Insurance Benefits
Life Insurance
Wellness Programs
Onsite Gym
Team workouts
Mental Health Benefits
Retirement & Stock Options Benefits
401(K)
401(K) Matching
Company Equity
Performance Bonus
Match charitable contributions
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.
Remote Work Program
Family Medical Leave
Company sponsored family events
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
Home Office Stipend for Remote Employees
Professional Development Benefits
Job Training & Conferences
Diversity Program
Lunch and learns
Cross functional training encouraged
Promote from within
Mentorship program
Online course subscriptions available
Customized development tracks
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