Vice President, Customer Growth and Experience

The Vice President of Customer Growth and Experience is a strategic leadership role at OneRail, aimed at driving customer success through enhanced relationships, revenue growth, and superior end-to-end customer experiences. This role requires a visionary leader who can blend technology, analytics, and customer-centric strategies to help Customers drive competitive differentiation through successful implementation and utilization of OneRail’s solution. 

Key Responsibilities: 

1. Strategic Customer Relationship Management 

• Develop and sustain deep, long-term relationships with key stakeholders across various departments within customer organizations, including transportation, marketing, operations, and finance. 
• Serve as a catalyst to accelerate the value realization for OneRail customers by navigating complex customer structures and needs. 
• Understand the unique challenges and opportunities within each customer’s business and propose customized solutions that enhance their growth and efficiency. 

2. Customer Retention, Growth and Revenue Expansion 

• Own all Customer contract renewals. 
• Drive an ongoing process that identifies and reinforces value creation, including but not limited to the following: (a) revenue expansion, (b) margin expansion, (c) OPEX savings, (d) transportation savings, (e) NPS/customer satisfaction improvement. 
• Lead the QBR process with all customers, collaborating closely with the Customer Success and Product teams. 
• Spearhead the adoption and deep integration of OneRail’s platform and solutions across all levels of the customer's business. 
• Strategically identify and execute upsell and cross-sell opportunities to boost customer engagement with additional platform features and services. 
• Explore and cultivate revenue-enhancing opportunities by leveraging existing relationships within the customer’s network of vendors and partners. 

3. Customer Differentiation 

• Become a catalyst of transformation for Customer’s on their transformation journey, enabling competitive differentiation through last mile excellence. 
• Understand Customer’s competitive set and how they can leverage the OneRail solution to design a program, which provides them with competitive advantage in the marketplace. 

4. Enhancement of Customer Experience 

• Oversee the entire customer journey to ensure high standards of satisfaction and loyalty. 
• Utilize OneRail's vast data resources, along with internal AI capabilities and customer data, to provide a differentiated experience to end-users, also known as our “customer’s customer”. 
• Develop and implement strategies aimed at optimizing eCommerce and in-store order flows and enhancing the last mile delivery and order fulfillment processes. 

5. Cross-Functional Collaboration 

• Map strategic connections across customer accounts to include key influencers and decision-makers at all levels. 
• Ensure robust internal alignment with sales, marketing, product development, and operations teams to achieve customer goals. 
• Integrate customer feedback into ongoing product and service enhancements. 

6. Performance Metrics and Reporting 

• Establish, track, and report on key performance indicators (KPIs) for customer growth, satisfaction, and overall engagement. Proven experience in a leadership role within customer success, strategic partnerships, or business development, leading businesses, especially retailers, through solution-led strategic differentiation and growth. 
• Experience building and growing businesses that have “network effects”, including payments, gift cards, coupon/digital currency, or any network with flywheel dynamics that build compounding value and improved unit economics through growth and scale. 
• Superpower of building relationships with C-level leaders as their category “trusted advisor”, ensuring long-term strategic value as a thought partner. 

Qualifications: 

• Proven experience in a leadership role within customer success, strategic partnerships, or business development, leading businesses, especially retailers, through solution-led strategic differentiation and growth. 
• Experience building and growing businesses that have “network effects”, including payments, gift cards, coupon/digital currency, or any network with flywheel dynamics that build compounding value and improved unit economics through growth and scale. 
• Superpower of building relationships with C-level leaders as their category “trusted advisor”, ensuring long-term strategic value as a thought partner. 
• Demonstrable ability to develop and execute growth strategies in complex B2B enterprise customer environments. 
• Strong analytical skills with experience leveraging data to make informed solution designs and decisi