Director, Customer Success

Job Description

Job Description

Who We Are

Overhaul is a supply chain integrity solutions company that allows shippers to connect disparate sources of data into the first fully transparent situational analysis engine designed for the logistics industry. Data that is transformed into critical insights can instantly trigger corrective actions, impacting everything from temperature control to handling requirements or package-level tracking, ensuring cargo arrives at its destination safely, undamaged, and on time. We are a dynamic, innovative, and fun team who is highly committed to our customers’ experiences and our Mission and Vision.

Job Summary

The Director of Customer Success will be responsible for developing and leading customer success strategies and ensuring the successful implementation and optimization of supply chain solutions. This role will focus on driving customer satisfaction, retention, and product adoption, working closely with cross-functional teams to deliver a seamless customer experience and continuous improvement in supply chain management.

Primary Responsibilities:

Team Leadership & Management:

• Lead, mentor, and manage members of the Customer Success team
• Develop and implement training programs to ensure the team has the skills and knowledge to excel.
• Set clear performance goals and conduct regular performance reviews.

Customer Success Strategy:

• Develop and execute a comprehensive customer success strategy aligned with the company's goals and objectives.
• Implement and refine processes to enhance customer onboarding, engagement, and retention.
• Drive product adoption and ensure customers achieve their desired outcomes.

Customer Onboarding & Implementation:

• Oversee the onboarding process for new customers, ensuring a smooth and efficient implementation of our supply chain solutions.
• Develop and refine implementation processes to ensure timely and successful delivery.
• Coordinate with cross-functional teams to resolve any issues that arise during the implementation phase.

Customer Success & Retention:

• Develop strategies to drive customer success, adoption, and retention.
• Monitor and assess customer health, addressing any issues or risks to prevent churn.
• Implement best practices for customer engagement and success to enhance overall satisfaction.

Performance Management:

• Track and report on key performance indicators (KPIs) related to customer success, implementation, and supply chain optimization.
• Analyze customer data to identify trends, opportunities, and areas for improvement.
• Use data and feedback to drive continuous improvement and inform decision-making.

Supply Chain Optimization:

• Work closely with customers to understand their supply chain needs and ensure our solutions meet their requirements.
• Provide guidance and support to customers on best practices for supply chain management and optimization.
• Identify opportunities to enhance our supply chain solutions based on customer feedback and industry trends.

Process Improvement:

• Continuously evaluate and improve customer success, implementation, and supply chain processes and methodologies.
• Identify opportunities for process enhancements and implement changes to improve efficiency and effectiveness.

Collaboration & Communication:

• Work closely with Sales, Product, and Support teams to ensure a unified approach to customer success, implementation, and supply chain management.
• Serve as a key point of contact for customers during the implementation phase, ensuring clear and effective communication.

Customer Advocacy:

• Gather and analyze customer feedback to provide insights to the Product and Development teams.
• Develop and maintain customer success stories and case studies.
• Reporting & Analytics:
• Track and report on key performance indicators (KPIs) related to customer success, implementation, and supply chain optimization.
• Use data and feedback to drive continuous improvement and inform decision-making.

Qualifications:

Education & Experience:

• Bachelor’s degree in Business, Supply Chain Management, or a related field; MBA or advanced degree preferred.
• 7+ years of experience in customer success, account management, or a related role within a SaaS, Supply Chain or Manufacturing.
• Proven track record of leading teams and delivering customer commitments.

Skills & Competencies:

• Strong leadership and team management skills.
• Excellent communication and interpersonal skills, with the ability to build relationships at all levels.
• Strategic thinker with the ability to execute tactically.
• Proficiency in customer success software and CRM tools.
• Strong analytical skills and experience with data-driven decision making.

Personal Attributes:

• Customer-centric mindset with a passion for delivering exceptional service.
• Ability to thrive in a fast-paced and dynamic environment.
• Strong problem-solving skills and attention to detail.
• High level of integrity and professionalism.

Perks and Benefits

• Top employee health and well-being benefits
• 401(k) Matching
• Caregiver/adoption/family leave
• Employee Assistance Program
• Self paced Development & Training program
• Rotating company ‘Perks at Work’ program
• Flexible PTO policy
• Business casual dress

Our culture

We are guided by our core values of Diversity and Synergy, Creativity, Problem Solving, Authenticity and Receptivity, Trust, Encouragement, Teaching and Learning, Wellness and Integrity. These values help us recruit aligned talent to join our rapidly expanding team around the globe. It is important to us that each and every Overhauler is not only eager to challenge themselves and knows how to get work done, but is also an awesome addition to our company culture.

Diversity and Inclusivity Statement

Overhaul has always been, and always will be, committed to diversity and inclusion. Our Overhaul Culture Code’s top listed commitment is to “Diversity and Synergy.” All aspects of employment will be based on merit, competence, performance, and business needs. We do not discriminate on the basis of race, color, religion, marital status, age, national origin, ancestry, physical or mental disability, medical condition, pregnancy, genetic information, gender, sexual orientation, gender identity or expression, veteran status, or any other status protected under federal, state, or local law. We strongly encourage people from underrepresented groups to apply!