Director, Customer Success

Director, Customer Success (Oracle Focused)

Reports To: Vice President – Customer Success

Location: Chicago, IL or Remote

Environment: Remote

Status: Exempt, Salaried

Who We Are:

Recognized by Gartner in their Modern 4PL Market Guide, Redwood Logistics is at the forefront of industry innovation. Our cutting-edge supply chain technology pairs with the expertise of our brilliant minds to empower logistics execution across North America and Mexico.

Leveraging a comprehensive range of services, data-centric network solutions, and a seamlessly integrated platform, we have established our prominence as a key player in the mid-market segment within the freight tech industry.

Whether you're just starting your career or are an established professional looking for your next opportunity, Redwood inspires innovation across teams to provide transformative solutions for our customers.

Purpose of Your Work:

As a Director of Customer Success working within Innovate (one of our entities),you will be responsible for overall customer satisfaction and relationship management for key customers within the Innovate Business Unit. You will be responsible for partnering with Customers to create a Success Plans for account growth opportunities, contribute data expansion and KPI execution, and identify process efficiencies for an elevated service experience.

How You Make a Difference Everyday:

• Actively manage and own a portfolio of clients with a mixture of complexity and services based upon customer segmentation
• Have a master-level understanding of the Innovate department service offering and the corresponding processes, systems and teams that support the service offering, especially RedwoodConnect and our Support Packages
• Act as a point of escalation for Delivery and Support teams to mitigate customer issues throughout the customer's journey at Redwood
• Develop Strategic Account Plans and manage execution of customer goals
• Monitor relevant customer metrics such as, support ticket resolution time, and transaction throughput in RedwoodConnect
• Develop executive business review presentations to include performance KPIs, support metrics, strategic account plan management
• Contribute to quarterly CS newsletter focusing on Oracle features and releases
• Develop and own internal and external account reporting, including Customer Health, Business-at-Risk, and Contract Renewals.
• Support customer transition efforts to Support and Customer Management teams after project or engagement go-live
• Manage account portfolio with 100% retention YOY
• Identify and close growth opportunities within client portfolio contributing to the overall team
• growth goals
• Ensure all client activities, documentation and communication are documented in a timely
• fashion in Redwood's repository (Confluence) and CRM (Salesforce)

You've Got This?

• Bachelor's Degree required
• 5+ years of experience in a customer facing role within the transportation/logistics industry
• 2+ years of experience with Oracle Transportation Management (OTM) or Global Trade Management (GTM) (highly desired), other Transportation Management Systems
• Ability to effectively multitask and prioritize responsibilities and lead by example
• Ability to travel up to 50% for customer meetings and training
• Proven track record of successful problem-solving and critical thinking
• Intermediate understanding of creating and maintaining reporting, including using Microsoft
• Office products (Outlook, Excel, Word, and Power Point)
• In-depth understanding of building and maintaining customer relationships
• History of proven customer service as well as written and verbal communication skills

What We Offer:

• Access to experts and resources for your Learning & Development journey
• Opportunity for internal mobility
• Employee referral bonus program
• Employee Resource Groups (ERGs)
• Annual fundraising and volunteer events to give back to communities
• Paid time off, floating holidays, time off to volunteer and rollover
• Paid parental leave
• Medical, dental, vision and 401k plans (with match)
• Flexible spending account, mass transit and dependent care plans available
• Health savings account, with a annual company contribution for plan participants
• Short-term and long-term disability; life insurance policies subsidized by company
• Additional benefits including pet insurance, accident care, access to legal advice and more

Work Schedule:

This position is full-time and remote Monday through Friday from 8:00 AM to 5:00 PM with an hour break, but flexibility is available based on coverage.

Compensation Range:

$100,000 - $125,000

This position is eligible to earn annual incentives based on individual and company performance.

The estimated pay range reflects an anticipated range for this position. The actual base salary offered will depend on a variety of factors, including the qualifications of the individual applicant for the position, years of relevant experience, specific and unique skills, level of education attained, certifications or other professional licenses held, and the geographical location in which the applicant lives and/or which they will be performing the job.

Redwood is an equal opportunity employer. Employment decisions at the Company are based on individual merit, qualifications, abilities, and the Company's needs and resources. The Company does not discriminate in recruiting, hiring, compensation, promotions, discipline, termination or any other aspect of employment on the basis of an individual's actual or perceived race, color, creed, religion, sex (including pregnancy, childbirth and related medical conditions), sexual orientation, gender identity, national origin, ancestry, citizenship status, age, disability, marital status, military service or status, genetic information, arrest and conviction record, credit history, or any other basis protected by applicable law.