Client Success Specialist

2 months ago

Chicago, Illinois, United States FourKites, Inc. Full time

At FourKites, we face intricate challenges that have significant real-world implications. Our platform supports customers in managing global supply chains that are not only efficient but also agile and sustainable, whether it involves medical supplies or groceries.

Join a diverse team of inquisitive problem solvers who embrace differences, lead with empathy, and prioritize inclusivity.

About the Position:

FourKites is in search of a driven and seasoned Client Success Specialist to enhance our team. Your role will be pivotal in delivering exceptional customer experiences by fostering consultative relationships with your portfolio of clients, aimed at customer growth and retention. Collaborating closely with our Sales team, you will assist clients in achieving their business goals while uncovering new avenues to expand FourKites' influence. As the primary contact for your clients, you will be their trusted expert on all aspects of FourKites. From training clients on our platform to establishing actionable objectives for optimizing their supply chains, you will ensure that customers are highly satisfied with their engagement and utilization of our services.

Key Responsibilities:

  • Manage the overall relationship with assigned clients, focusing on increasing adoption, driving usage, and ensuring satisfaction and retention.
  • Build a trusted advisor relationship with each client to maximize the value derived from our products and services.
  • Develop and nurture clients for advocacy.
  • Collaborate with clients to set critical goals and key performance indicators, assisting them in achieving these objectives.
  • Conduct quarterly Executive Business Reviews to assess goals, progress, and opportunities.
  • Identify and develop upsell opportunities by understanding client needs.
  • Represent client needs and issues across departments.
  • Manage account escalations effectively.
  • Internally advocate for client priorities and needs.
Qualifications:
  • A minimum of 5 years of experience in a Customer Success or Account Management role within a SaaS environment.
  • Experience in the Supply Chain sector is preferred.
  • Exceptional multitasking and workload prioritization skills.
  • Proven ability to work cross-functionally in a dynamic, fast-paced organization.
  • A strong commitment to efficiency, problem resolution, and timely, quality-focused work.
  • Preferred candidates may hold government security clearance.
About the Team:

Our innovative Client Success Specialists are vital to our Operations team. Their creative problem-solving abilities have transformed our clients into enthusiastic advocates for FourKites. Through initiatives like round-table discussions and direct advocacy with leadership, our Client Success Specialists are key drivers of customer satisfaction and retention.

FourKites stands as the leading predictive supply chain visibility platform, offering real-time insights and predictive analytics for a vast network of Global 1000 companies and logistics providers. Utilizing a proprietary algorithm to forecast shipment arrival times, FourKites empowers clients to reduce operational costs, enhance on-time performance, and strengthen relationships with end customers. With a network exceeding four million GPS/ELD devices, FourKites supports all transportation modes, including truckload, LTL, ocean, rail, intermodal, last mile, and parcel. Our platform is optimized for mobile use and features industry-leading end-to-end security.

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