Customer Success Manager

FourKites is looking for an ambitious and experienced Customer Success Manager to provide the best customer experience by building a consultative relationship with their book of business in order to grow and retain customers. The role partners closely with the Sales team, owns day-to-day management of assigned customers, and works as their go-to expert on the FourKites platform. The Customer Success Managers are integral to the Operations team.

Responsibilities

Own overall relationship with assigned customers, including increasing adoption, driving usage, ensuring retention and satisfaction; Establish a trusted/strategic advisor relationship with each assigned customer and drive continued value of products and services; Develop, prepare, and nurture customers for advocacy; Work with customers to establish critical goals or other key performance indicators and aid the customer in achieving their goals; Facilitate a quarterly Executive Business Review to review goals, progress and opportunities; Understand white-space and work to identify and/or develop upsell opportunities; Advocate customer needs/issues cross-departmentally; Manage account escalations; Advocate internally for customer needs and connect on priorities; Partner with the Sales team to help customers meet business objectives and expand the FourKites footprint; Train customers on the FourKites platform

Requirements

At least 3+ years of experience working with enterprise customers in a Customer Success or Account Management type role at a SaaS company; Excellent ability to multitask and prioritize workload; Demonstrated ability/flexibility to work cross-functionally in a fast-growing company where fast-paced change is the norm; Demonstrates a strong drive for efficiency, resolving problems and getting the work done in a timely, quality-focused manner; Ability to travel 10% or more of the time

Nice to have

Supply Chain industry experience

Benefits

Medical, Dental & Vision benefits starting on first day of employment; 401k Retirement savings with employer match; Bonus and incentive compensation as well as employee stock option program; Employer paid life insurance and short term disability insurance; Generous PTO, global recharge days, and volunteer days; Paid parental leave for all parents; Family planning and inclusive wellbeing resources; Technology reimbursement; Commuter benefits for in-office employees (Chicago); Annual Wellness Stipend; Ongoing learning & development opportunities