Full Job Description
Are you smart, driven, curious, resourceful, and not afraid to fail, then we want to meet you! Our tribe of bold, innovative, and creative teammates is what makes us the top startup to work for. FreightWaves delivers news and commentary, data, analytics, risk management tools, and actionable market insights to the industry. If you are ready to join our team, it’s time for you to apply!
FreightWaves is looking for a VP of Customer Success to provide best-in-class customer experience, while focusing on customer needs and SONAR solutions, as well as retention and engagement to continuously add customer value to drive expansions and customer growth.
What you will be doing:
Support and manage enterprise SONAR clients while delivering and communicating ROI throughout the customer lifecycle
Work closely with Sales Executives, CSMs, Market Experts to continuously drive and improve customer engagement and retention
Support SONAR Sales and Customer Success teams and SONAR clients with customer solution designs
Provide an exceptional customer experience by following best practices throughout the onboarding, service, renewal and upsell stages
Take ownership of your SONAR book of business, net retention and churn rate goals
Maintain a cadence of communicating with customers about their adoption for deeper engagement while driving value and expansion opportunities
Strive to meet and exceed personal and team customer retention and expansion goals
What you bring to the table:
Must have a strong understanding of the transportation and logistics industry - this is required.
Bachelor’s degree in Business or related field preferred
Advanced skills in Excel, bonus points for Power BI and Salesforce
Supporting team player and leader
5+ years of relevant experience in customer success or service
Data driven, entrepreneurial, flexible, and collaborative
Experience providing an exceptional customer experience and developing strong enterprise customer relationships
Ability to work autonomously, perform well under pressure and manage change effectively
Takes initiative with customer facing activities and analysis and has a strong intuition for data driven business solutions and expansion opportunities
Strong interest in problem analysis, definition and solving
Capable of interpreting findings, and communicating valuable, actionable insights
Strong communication (verbal and written) and presentation skills
Thrives in a culture of healthy debate, committed to candid feedback across departments
An excellent work environment, flat hierarchies, and short decision paths.
Work from home option
A generous benefits package including 100% employer-paid health, dental, vision and Life insurance, STD, LTD
Concierge doctor on-call
401k with up to 3.5% match
Training programs and career development opportunities
Annual life achievement bonus of $2000 for having a baby, buying a house, or getting married (max one per year)
No set days off Vacation policy (our team takes time off as needed with supervisor approval)
Gym Membership (or virtual membership while COVID is still a part of our daily lives)
Audible or Kindle Unlimited subscription
FreightWaves strives for sustainability. We offset our carbon emissions.
Discount on Ford vehicles