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Director of Customer Success

2 months ago

Deerfield, United States Revenova, LLC Full time
Job DescriptionJob DescriptionBenefits:
  • 401(k)
  • Dental insurance
  • Health insurance
  • Paid time off
  • Vision insurance

Director of Customer Success
As the Director of Customer Success, you will lead our customer success team to ensure the highest level of customer satisfaction and success with our TMS solutions integrated with Salesforce. This strategic role requires a deep understanding of TMS, Salesforce, and the logistics industry. The Director of Customer Success will be responsible for building strong customer relationships, driving product adoption, and collaborating cross-functionally to enhance the overall customer experience.

Responsibilities
Lead, mentor, and develop a high-performing customer success team.
Establish clear team goals and KPIs aligned with company objectives.
Foster a customer-centric culture within the team and across the organization.
Build and maintain strong relationships with key stakeholders at all levels within customer organizations.
Serve as the primary point of contact for escalated customer issues, ensuring prompt and effective resolution.
Conduct regular business reviews with customers to ensure satisfaction and identify opportunities for improvement.
Oversee the onboarding process for new customers, ensuring a smooth and successful implementation of TMS and Salesforce solutions.
Develop and execute training programs to drive product adoption and customer proficiency.
Monitor customer usage and engagement, providing insights and recommendations to enhance their experience.
Identify at-risk customers and develop strategies to mitigate churn.
Implement proactive measures to ensure customer retention and loyalty.
Collaborate with sales teams to identify upsell and cross-sell opportunities.
Partner with sales, marketing, product, and support teams to ensure a cohesive approach to customer success.
Provide customer insights and feedback to the product team for continuous improvement and innovation.
Align customer success initiative with company goals and objectives.
Define and track key performance indicators (KPIs) to measure the success of customer success initiatives.
Prepare and present regular reports on customer success metrics and activities to senior management.
Utilize data-driven insights to drive strategic decision-making and continuous improvement.

Qualifications
Bachelors degree in Business, Logistics, Supply Chain Management, Information Technology, or a related field.
Masters degree or MBA is a plus.
Minimum of 7-10 years of experience in customer success, account management, or a related role in the TMS orlogistics industry. Extensive experience with Salesforce, including customization and integration.
Proven track record of managing and growing customer accounts in a B2B environment.
Experience leading and developing high-performing teams.
Strong leadership and team management skills.
Excellent communication and interpersonal skills.
Strategic thinker with the ability to analyze data and derive actionable insights.
Proficiency in TMS and Salesforce platforms.
Strong problem-solving and troubleshooting abilities.

Benefits:
We offer a competitive salary and performance-based bonuses, comprehensive medical, dental, vision, voluntary short-term disability and Basic Life and Accidental Death and Dismemberment with the option to voluntary buy up insurance. We also offer 401K plan with Safe Harbor, generous paid time off and holiday schedule, professional development opportunities, and a supportive and collaborative work environment. If you are dedicated and ambitious, Revenova is an excellent place to build your career.

This is a remote position.