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FourKites, Inc. · 5 months ago

Senior Manager, Customer Success

Chicago, IL

Full-time

Onsite

Senior Level, Lead/Staff

10+ years exp

FourKites, Inc. is a leader in AI-driven supply chain transformation, helping global enterprises optimize their supply chains. They are seeking a Senior Manager of Customer Success to lead a team responsible for providing a best-in-class customer experience, guiding customers through their visibility journey, and managing key customer relationships.

Artificial Intelligence (AI)Enterprise SoftwareLogisticsMachine LearningSoftwareSupply Chain Management

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

Qualification

Customer Success ManagementSaaS ExperienceTeam LeadershipAnalytical MindsetNegotiation SkillsCreative LeadershipCommunication SkillsPresentation SkillsContinuous LearningRelationship Building

Required

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

Manage and influence behavior through persuasion, negotiation, and consensus building

Understanding of value drivers in recurring revenue business models

Analytical and process-oriented mindset

Experience in a SaaS company or tech startup

Bachelor's degree or equivalent experience, MBA a plus

Enthusiastic and creative leader with the ability to inspire others

Demonstrated desire for continuous learning and improvement

Excellent communication and presentation skills

Preferred

10+ 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

Benefits

5 global recharge days, in addition to standard holidays, and a hybrid, flexible approach to work.

Parental leave for all parents, an annual wellness stipend and volunteer days also provide you with time and resources for self care and to care for others.

Opportunities throughout the year to learn and celebrate diversity.

Access to leading AI tools and foundation models, with the freedom to experiment and find creative ways to be more effective in your role.

Company

FourKites, Inc.

Glassdoor4.0

FourKites is the global leader in AI-driven supply chain transformation technologies, helping the world's biggest brands and businesses turn data into action like never before.

Founded in 2014

Chicago, Illinois, USA

501-1000 employees