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Full-timeDescription
Position:
Director, Customer Success-Logistics
Who we are:
Cognosos leads the market in delivering real-time asset location and tracking intelligence solutions. Our lightweight, flexible, and scalable platform deploys quickly indoors and outdoors, delivering an unparalleled combination of price and performance across various industries, including automotive, logistics, and Logistics. Join our dynamic team as we accelerate our momentum in our current markets and prepare to launch into our next ones. We were recently named as one of Atlanta’s Top Places to Work by the Atlanta Business Journal.
Learn more about Cognosos's mission to equip enterprises with instant asset intelligence that unlocks operational potential and optimizes performance at www.cognosos.com.
Position Summary:
The Director of Customer Success is responsible for onboarding, implementation, adoption, usage and achievement of customers’ desired business outcomes for the Logistics vertical. Reporting to the Vice-President of Customer Success, you will be responsible for all aspects of customer success with the exception of customer support. You will set the strategic direction, lead, motivate, and coach the customer success team, fostering a culture of responsiveness and accountability. You will build out an operating rhythm of defined processes, systems, communications and KPIs that foster a culture of continual improvement.
Holds direct responsibility for identifying expansion opportunities and closing additional revenue from assigned clients, including upselling and cross-selling of related products, and is accountable for client renewal and retention results. Ensures best practices are adopted for product use. May handle escalations and coordinate across functional areas of the company, including Marketing, Sales, Onboarding, Engineering, Finance, Training, and/or Customer Support.
Responsibilities:
- Manage the company's most strategic customers on their post-sales customer journey, including kickoff, onboarding, adoption, renewals, and advocacy.
- Meet and exceed KPIs pertaining to customer adoption, upsell, renewal, and advocacy programs.
- Own the customer operation process from partnering to ongoing value delivery of the desired outcome.
- Instrumental part of the team driving best practices and new customer use cases.
- Mentor and coach new team members on customer success playbooks , new use cases, industry trends. Become a ‘go to’ person for questions and strategy for other Customer Success Managers.
- Work cross-functionally on internal projects to support and drive the continued evolution of the solution.
- Create and execute a customer success plan, providing awareness across the organization driving both strategic and tactical initiatives.
- Prioritize multiple and very different tasks on a daily basis.
- Analyze and resolve product adoption issues and escalate customer concerns and product needs appropriately while working with the correct internal groups.
- Facilitate customer cadence calls, onsite and/or web trainings
- Drive quarterly steering committee agendas, partnering with sales, Executive Management and other resources to drive continued ROI.
- Act as the voice of the customer and partner with them through the entire customer journey.
- Ensure the customer environment is maximized to exceed value and expectations over time.
- Drive business process recommendations to accelerate the adoption, retention, upsell, and value achievement while identifying and resolving risk.
- Deliver, document, and reference customer success stories to distinguish Cognosos’s services.
- Partner with the sales group to identify expansion opportunities.
- Collaborate with cross-functional teams, including Customer Success, R&D and Operations to define a process for triaging associated customer questions and tickets with the goal of helping and prioritize both internally and with the customer.
- Position will be reporting to the Senior Director of Logistics of Customer Success
An ideal candidate has:
- You have experience in the Logistics industry having worked for an automotive OEM, 3PL that serves the automotive market.
- You are ready to put in the work necessary to build strong relationships that enable you to be a “trusted advisor” to organizations undergoing a digital transformation.
- Comfortable working at a late stage venture backed company. You are a highly motivated self-starter who prides themselves on having a growth mindset.
- Remote position based in Detroit or the Southeast United States
Minimum requirements for the role:
- Bachelor’s degree required, Master’s Degree or relevant experience preferred
- 7+ years in a customer success management role or relevant experience
- Self-motivated with the ability to thrive in a dynamic, fast-paced environment with a sense of urgency and persistence
- Fundamental knowledge on how SaaS applications can integrate with each other and the rest of IT infrastructure in a business
- Ability to juggle and complete multiple priorities and projects (both internal and external) in a fast-paced environment
- Experience building rapport and working with cross-functional teams spanning sales, product management, product marketing, and business development
- Excellent interpersonal, written, and verbal communication skills
- Organized with strong time management skills
- Experience with troubleshooting and performance improvement techniques
- Strong video conference presence and experience presenting to a variety of audiences
- Ability to speak at the Director and C-level. Subject matter expert in product or related field. Automotive OEM, 3PL, inbound and outbound logistics experience preferred
- Flexibility to travel as required
Great Company, Great Perks:
We are pleased to offer:
- Competitive salaries
- Unlimited vacation so you can rest and recharge
- Full benefits program (Health, Dental, Vision, 401(k), life and disability insurance)
- Paid parking at our Atlanta office
- Opportunity for equity participation
- Volunteer opportunities
- Weekly catered lunches
Whether it’s virtual happy hours, company-wide contests, or quarterly cultural outings, we are always looking for ways to keep our employees happy and engaged with their teammates.
