Note: The job is a remote job and is open to candidates in USA. FourKites, Inc. is a leader in AI-driven supply chain transformation for global enterprises. They are seeking a Senior Manager, Customer Success to lead a team that provides a best-in-class customer experience, guiding customers through their visibility journey and managing a book of customers.
Responsibilities
- 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
Skills
- Bachelor's degree or equivalent experience
- 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
- 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
- MBA a plus
Benefits
- Bonus and incentive compensation as well as participation in FourKites' employee stock option program
- Medical, Dental & Vision benefits starting on first day of employment
- 401k Retirement savings with employer match
- Bonus and incentive compensation as well as employee stock option program
- Employer paid life insurance and short term disability insurance
- Generous PTO, global recharge days, and volunteer days
- Paid parental leave for all parents
- Family planning and inclusive wellbeing resources
- Technology reimbursement
- Commuter benefits for in-office employees (Chicago)
- Annual Wellness Stipend
- Ongoing learning & development opportunities
Company Overview