Senior Manager of Customer Success, FourKites
$145-175k
+ Eligible for bonus and incentive compensation as well as participation in FourKites' employee stock option program
More information about location
AI supply chain orchestration & visibility platform
Job no longer available
AI supply chain orchestration & visibility platform
501-1000 employees
Job no longer available
$145-175k
+ Eligible for bonus and incentive compensation as well as participation in FourKites' employee stock option program
More information about location
501-1000 employees
Company mission
To drive end-to-end supply chain orchestration, with visibility as the foundation.
Role
Who you are
- Manage and influence behavior through persuasion, negotiation, and consensus building
- Understanding of value drivers in recurring revenue business models
- Analytical and process-oriented mindset
- Enthusiastic and creative leader with the ability to inspire others
- Demonstrated desire for continuous learning and improvement
- Excellent communication and presentation skills
- Experience in a Supply Chain industry or related SaaS company highly preferred; Tech startup experience advantageous
- Bachelor's degree or equivalent experience, MBA a plus
- 7+ years’ experience in an account management, consulting or customer success
- 3+ years of directly managing customer-facing teams
- Experience directly or indirectly working with freight management and supply chain
- Experience working with complex software
- If you're excited about this role but don't meet every requirement, we encourage you to apply
What the job involves
- As the Senior Manager, Customer Success, you will lead a team of Customer Success Managers responsible for providing a best-in-class customer experience
- The team is responsible for guiding customers through their visibility journey and managing a book of customers. Key metrics include Net Revenue Retention, Customer Satisfaction, Customer Health, and account growth. Your team will work heavily with Sales, Operations, Product and Leadership. The ideal candidate will be equally passionate about FourKites solutions, customer outcomes, leading, developing and inspiring a team that scales with our growth
- Development and manage a team of Customer Success Managers
- Build and cultivate relationships with customer executives and champions of strategic accounts and serve as an escalation point for client conflict resolution as necessary
- Partner with Customer Enablement to ensure CS Playbooks are being advanced based on our business growth and maturity
- Provide direction, coaching and feedback to CSMs around day-to-day execution of CS Playbooks
- Detailed management routines around account planning, business objectives, risk mitigation, and customer expansion
- Understand and mitigate account risk and escalate to dependent functions as necessary
- Enable Customer Growth Account Executives, Renewals Manager and CSMs to strategize on renewals and expansion opportunities
- Hire, onboard, and develop team members to progress their career at FourKites
- Contribute and lead a culture of customer success
- Collaborate with other FourKites leaders to ensure one team approach to meet and exceed customer expectations
- Approximately 25% travel for client site visits
- 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. 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 want to continuously further their partnership with FourKites
Our take
The trucking industry has long struggled with inefficiencies, particularly due to a lack of visibility and shipping data. This often results in trucks underutilizing their capacity and driving empty miles. While Electronic Logging Devices (ELDs) have been introduced as a solution, they haven't motivated drivers employed by trucking companies to address these inefficiencies.
FourKites offers a digital platform that enhances visibility and efficiency in trucking routes and cargo capacity, reducing the number of empty miles. Rather than focusing on trucking companies or drivers, FourKites targets businesses that require shipping, aligning with their financial incentives to improve logistics efficiency.
Amid a competitive landscape of startups addressing inefficiencies in trucking, FourKites has found success by partnering with shipping companies and businesses that need their services. by making shipping partnerships contingent on using their technology, FourKites bypasses driver reluctance and delivers real efficiency improvements for the entire shipping process.
Kirsty
Company Specialist at Welcome to the Jungle
Insights
1% employee growth in 12 months
Company
Funding (last 2 of 7 rounds)
Sep 2022
$10m
LATE VC
Mar 2021
$100m
SERIES D
Total funding: $211.6m
Company HQ
West Loop Gate, Chicago, IL
Leadership
Matthew Elenjickal
(Founder & CEO)Matthew spent half a decade at i2 Technologies and served as an Oracle Consultant, before taking an MBA at Northwestern University. On graduation, they founded FourKites in August 2014, serving ever since as CEO.
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