Strategic Customer Success Lead
4 weeks ago
The Lead, Strategic Customer Success Partner is responsible for achieving client retention and satisfaction for a group of clients. This includes visiting the clients on a regular basis, providing support, reporting, and KPIs associated with the client, and partnering with operations personnel to meet strategic initiatives and implement continuous improvement ideas.
The Strategic Customer Success Partner is responsible for project management and is expected to utilize the strategic customer success playbooks to develop an account plan to meet both customer and Uber Freight objectives.
This position will work at our office in Rogers, Arkansas.
Key Responsibilities- Manage portfolio of $2M+ net revenue
- Design and create opportunities for cross-sell/up-sell
- Drive business growth
- Set strategic goals for customers, collaborate with cross-functional teams, and ensure client satisfaction across multiple projects
- Understand all service offerings and recommend based on customer strategic needs
- Guide others on CE best practices
- Handle escalations and be comfortable with tough customer conversations
- Demonstrate strong executive communication skills
- Own MBR/QBR design - more custom, complex slides; start from scratch
- Should independently own decks with little support
- Involved with contract negotiations, budgeting, and resource allocation
Travel to customer locations as needed, up to 50% of the time
Basic Qualifications- At least a High School Diploma
- At least 8 years related experience (within Sales and Project Management)
- Bachelor's Degree in Transportation Logistics or Supply Chain Management or Business or 8+ years of Transportation, Logistics, or 3PL experience
- Knowledge of Microsoft Tools and other applications
- Understanding basic project management concepts
- Ability to build relationships at senior leader level
- Experience analyzing and interpreting supply chain data
- Proficient in Tableau
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