Director - Customer Success, Oracle Focused

5 days ago

🌽 Illinois – Remote

Although this job is listed in Illinois, this company may be open to hiring remote in other states.

💵 $100k - $125k / year

⏰ Full Time

🔴 Lead

🏆 Customer Success

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Redwood Logistics

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Redwood Logistics is a next-generation leader in fourth-party logistics (4PL), dedicated to modernizing supply chains through innovative technology and comprehensive logistics management. Utilizing their Logistics Platform as a Service (LPaaS), Redwood offers flexible, end-to-end supply chain solutions that integrate various services and technologies, providing customers with custom-tailored logistics strategies. With an emphasis on automation and visibility, Redwood empowers businesses of all sizes to optimize their supply chain operations, ensuring efficient and headache-free management of freight and logistics processes.

Less Than Truckload (LTL) • Full Truckload (FT) • Cross-Border • Freight Management • Warehousing

1001 - 5000 employees

Founded 2001

📋 Description

• 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 customers 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 Redwoods repository (Confluence) and CRM (Salesforce)

🎯 Requirements

• Bachelors Degree required • 5+ years of experience in a customer facing role within the transportation/logistics industry • 2+ years of experience with Oracle Transportation Management (highly desired), other Transportation Management Systems • Ability to effectively multitask and prioritize responsibilities and lead by example • Ability to travel up to 25% 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

🏖️ Benefits

• 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