Customer Success Manager

About this role

<p><em>At FourKites we have the opportunity to tackle complex challenges with real-world impacts. Whether it’s medical supplies from Cardinal Health or groceries for Walmart, the FourKites platform helps customers operate global supply chains that are efficient, agile and sustainable.</em></p> <p><em>Join a team of curious problem solvers that celebrates differences, leads with empathy and values inclusivity</em><strong><em>.</em></strong></p> <p><span style="font-weight: 400;">FourKites is looking for an ambitious and experienced </span><strong>Customer Success Manager</strong><span style="font-weight: 400;"> to join our team! You will provide the best customer experience by building a consultative relationship with your book of business in order to grow and retain customers. You will have a strong partnership with our Sales team, as you help your customers meet their business objectives while identifying new opportunities to expand the FourKites footprint. As the owner of the day-to-day management of your customers, you will become their go-to expert in all things FourKites. From training your customers on the FourKites platform, to creating actionable goals for ways that they can optimize their supply chain, you are responsible for creating customers who are delighted in their utilization and adoption of our product.</span></p> <p><strong>What you’ll be doing:</strong></p> <ul> <li style="font-weight: 400;"><span style="font-weight: 400;">Own overall relationship with assigned customers, which include: increasing adoption, driving usage, ensuring retention and satisfaction</span></li> <li style="font-weight: 400;"><span style="font-weight: 400;">Establish a trusted/strategic advisor relationship with each assigned customer and drive continued value of our products and services</span></li> <li style="font-weight: 400;"><span style="font-weight: 400;">Develop, prepare, and nurture customers for advocacy</span></li> <li style="font-weight: 400;"><span style="font-weight: 400;">Work with customers to establish critical goals, or other key performance indicators and aid the customer in achieving their goals</span></li> <li style="font-weight: 400;"><span style="font-weight: 400;">Facilitate a quarterly Executive Business Review to review goals, progress and opportunities</span></li> <li style="font-weight: 400;"><span style="font-weight: 400;">Understand white-space and work to identify and/or develop upsell opportunities</span></li> <li style="font-weight: 400;"><span style="font-weight: 400;">Advocate customer needs/issues cross-departmentally</span></li> <li style="font-weight: 400;"><span style="font-weight: 400;">Manage account escalations</span></li> <li style="font-weight: 400;"><span style="font-weight: 400;">Advocate internally for customer needs and connect on priorities</span></li> </ul> <p><span style="font-weight: 400;"><strong>About the team:</strong></span></p> <p><span style="font-weight: 400;">Our innovative Customer Success Managers are integral to our Operations team. With their creative problem-solving skills, they have created “raving fans” of FourKites with all of our customers. From implementing round-table events to advocating directly with the FourKites Leadership team, our Customer Success Managers are the driving force behind our customer’s satisfaction and retention.</span></p> <p><strong>Basic Qualifications:</strong></p> <ul> <li style="font-weight: 400;"><span style="font-weight: 400;">At least 3+ years of experience working with enterprise customers in a Customer Success or Account Management type role at a SaaS company</span></li> <li style="font-weight: 400;"><span style="font-weight: 400;">Excellent ability to multitask and prioritize workload</span></li> <li style="font-weight: 400;"><span style="font-weight: 400;">Demonstrated ability/flexibility to work cross-functionally in a fast-growing company where fast-paced change is the norm</span></li> <li style="font-weight: 400;"><span style="font-weight: 400;">Demonstrates a strong drive for efficiency, resolving problems and getting the work done in a timely, quality-focused manner</span></li> <li style="font-weight: 400;"><span style="font-weight: 400;">Ability to travel 10% or more of the time</span></li> </ul> <p><strong>Preferred Qualifications:</strong></p> <ul> <li><span style="font-weight: 400;">Supply Chain industry experience</span></li> </ul> <h2><span style="font-size: 12pt;">Compensation</span></h2> <p>The expected annual base salary range for this role is $100,000 - $125,000. Actual compensation will be determined based on several factors, including but not limited to experience, qualifications, skills, and business needs. In addition to base salary, this position is eligible for bonus and incentive compensation as well as participation in FourKites' employee stock option program.</p> <h2><span style="font-size:…