Senior Director, Sales & Customer Support

About this role

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Job Description:
SummaryThe Senior Director Sales & Customer Support is responsible for driving the growth, customer retention, customer experience, and strategic direction of Ryder's mobile maintenance business. The incumbent provides leadership for business development, sales, account management, customer success, customer support operations, and strategic customer partnerships.
This position is accountable for developing and executing a comprehensive go-to-market strategy designed to accelerate revenue growth, increase market penetration, strengthen customer loyalty, and maximize customer lifetime value. The Senior Director partners closely with Operations, Marketing, Finance, Product Development, and Executive Leadership to ensure alignment between commercial objectives, customer expectations, and service delivery capabilities.
The incumbent leads a multi-functional organization responsible for acquiring new customers, expanding existing customer relationships, improving customer outcomes, and delivering best-in-class customer support. This role serves as the owner of the customer lifecycle and is accountable for achieving revenue growth, retention, customer satisfaction, and profitability objectives for the mobile maintenance product line.

Essential Functions

• Strategy & Revenue Growth: • Develop and execute the strategic sales plan for the Mobile Maintenance business to achieve revenue, profitability, and market share objectives. • Lead national business development efforts focused on new customer acquisition and strategic account expansion. • Establish sales objectives, forecasting processes, pipeline management disciplines, and performance metrics. • Evaluate emerging market opportunities, competitive threats, and industry trends to support growth initiatives. • Ensure execution of commercial strategies that maximize revenue generation and customer retention.

• Customer Success & Retention: • Develop and lead customer success strategies designed to improve customer retention, utilization, and long-term customer value. • Lead customer engagement initiatives that strengthen customer relationships and improve satisfaction. • Partner with Operations leadership to ensure service delivery aligns with customer expectations. • Drive initiatives that improve retention rates and recurring revenue performance.

• Sales Leadership & Team Development:• Recruit, develop, coach, and lead a high-performing sales and customer support organization. • Establish performance expectations and accountability measures aligned with business objectives. • Drive talent development, succession planning, and leadership capability building. • Create a high-performance culture focused on customer outcomes, growth, and accountability. • Lead organizational effectiveness initiatives that support business expansion.

• Customer Support Operations:• Oversee customer support teams responsible for customer inquiries, issue resolution, account support, and escalation management. • Establish service standards and customer communication processes. • Monitor customer support performance indicators including response times, resolution effectiveness, and customer satisfaction. • Drive continuous improvement initiatives that enhance the customer experience. • Ensure consistent execution of support processes and customer care standards.

• Strategic Account Management: • Build and maintain executive-level relationships with Ryder's largest and most strategic mobile maintenance customers. • Lead contract negotiations, renewals, and strategic partnership discussions. • Identify opportunities to expand services and strengthen customer relationships. • Serve as executive sponsor for key accounts and critical customer initiatives. • Support cross-functional efforts to maximize customer growth and profitability.

• Market Development & Product Expansion: • Partner with Marketing, Product Management, and Operations to support commercialization of new products and service offerings. • Evaluate customer feedback and market intelligence to influence product strategy. • Lead initiatives designed to increase market awareness and customer adoption. • Identify opportunities to improve competitive positioning within the mobile maintenance market.

• Financial & Business Planning: • Develop annual business plans, budgets, and revenue forecasts. • Monitor performance against financial objectives and implement corrective actions as necessary. • Optimize sales investments and selling resources to maximize return on investment. • Support strategic planning initiatives and business reviews.

Additional Responsibilities

• Leads strategic grown initiatives and special projects.

• Represents Ryder at major customer, industry, and association events.

• Supports acquisitions, integrations, and business transformation initiatives as required.

• Performs other duties as assigned.

Skills and Abilities

• Ability to lead large, geographically dispersed teams and organizations, Required

• Ability to develop and implement long-range growth strategies, Required

• Proven ability to deliver sustained revenue and profitability growth, Required

• Ability to establish and maintain executive-level customer partnerships, Required

• Strong financial, operational, and commercial decision-making capabilities, Required

• Strong negotiating, influencing, and relationship-building skills, Required

• Excellent verbal, written, and presentation skills, Required

• Ability to lead organizational change and business transformation, Required

• Ability to leverage data insights to drive business performance, Preferred

Qualifications

• Bachelor's Degree in Business, Marketing, Sales, Logistics, Supply Chain or Transportation, Required

• Master's Degree in Related field or equivalent experience, Preferred

• 10 years or more in Demonstrated successful sales management, Required

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