Director, Customer Success

Hey there. Glad you found us! Flock Freight is a technology company that’s creating a smarter, more sustainable supply chain. Our patented technology finds and fills trucks’ empty spaces so shippers can save money, carriers can earn more money, and goods move terminal-free with more accuracy and fewer emissions. Sounds like a pretty big task, right? Welp, it is. But we know we can make it happen.

If you’re looking for the opportunity to make a difference then you’ve come to the right place. We’re looking for folks that are innovative, love collaborating in a fast-paced environment, and find joy and excitement in doing the hard work. If that sounds like you then keep on reading and see if this role is the one for you.

About the role:

Do you have a high “figure it out” factor? Do you have a knack for building and scaling teams? Do you lead by example and help cultivate the energy within a room? Do you love crafting strategy and driving change? Want to help change an age-old industry? 

Flock Freight is looking to scale a world-class Customer Success Department in Chicago by aligning top tier talent, machine-learning technology, sustainable shipping options, and unprecedented service with our customers. As our second Director of Customer Success, you will help build and scale an effective Customer Success Team in the Windy City! 

Responsibilities: 

• You will spearhead the establishment of a group of Account Managers, Customer Success Team Leads, and Customer Success Managers that are well versed in delivering stellar customer service within the logistics industry. 
• You are the industry guru and you coach new and veteran employees on Flock Freight’s service offerings, the market trends, and industry standards. You will drive the Customer Success strategy and mentor your team on the best ways to support our clients from pricing to invoice and everything in between. 
• You will ensure new customers are effectively onboarded into the Customer Success Department by understanding their needs and requirements and ensuring the teams execute on their expectations to ensure retention and growth. 
• You will collaborate with internal teams across departments to gain a working knowledge of shared truckload and how we continue scaling for successful growth. You will help identify the bottlenecks in our business and help identify solutions to close them. 
• You share client experiences with our internal team, offering insight into the ways we can improve and evolve as an organization. You work with a sense of urgency to solve problems and train your department to do the same. 
• You are data driven and technically savvy. You closely monitor our gross and net retention metrics at the customer and revenue level to ensure our customers keep coming back and that they trust Flock Freight as we continue to unlock wallet share overtime. 
• You implement and communicate business growth strategies through goal setting, accountability management, and motivation techniques to keep your team engaged and driving the business forward. 
• You collaborate closely with our sales team and sales management to develop new business and form strong customer relationships, including on-site customer presentations and quarterly business reviews.
• You effectively gather, organize, and analyze data through Excel and CRM platforms and utilize various reporting tools to organize and analyze data on a daily basis (Mode, TMS) 

Qualifications:

• Based in Chicago, IL and willing to commute to Fulton Market.
• Currently a SRM or Director+ within the logistics industry 
• At least 5+ years of experience driving an Account Management team towards the achievement of set objectives.
• Demonstrated success in forging connections with customers and developing long-lasting relationships based on trust and prompt delivery. 
• Well-versed in Account Management, with a 3+ year history of success in the same or similar role.
• Impeccable communication skills 
• Start up experience preferred 

The expected compensation range (inclusive of salary & bonus) for this position is $132,000 to $198,000 per year. When determining an offer, we take into account a variety of factors that are important in making compensation decisions including but not limited to skill sets; experience and tenure; education and certifications; and other business and organizational needs. The disclosed range estimate is based on market data for the greater San Diego area. Salary bands may, in some circumstances, be adjusted to a different geographic area depending on the candidates' position and location. In general, Flock Freight targets the mid-point of this salary range.

In addition to salary, full-time employees are also eligible for