Director of Customer Success (Drayage)

Our client is currently one of the largest and most sophisticated intermodal trucking providers in the US. Along with their highly dedicated drayage specialists, they are committed to providing customers with 100% satisfaction both on On-Time delivery and customer communication. Our client specializes in the transportation of Import and Export Ocean Containers (FCL) out of all the US ports with a very strong presence in the Port of NY and NJ region. They have interchange agreements with all the Steamship Lines and port with capabilities to deliver anywhere in the US.

Director of Customer Success (Drayage)
Our client is looking for an experienced and analytical Director of Customer Success to build out their customer network, oversee the account management team, and contribute to onboarding processes. This individual should have a successful background in sales, experience with growing client base, and knowledge of drayage and international container shipping practices. This is a senior level position which will report directly to the CEO and COO.

Job Type: Full-time

Responsibilities:

• Analyze client accounts, identify areas of opportunity, and strategize ways to improve and expand the company’s customer network.
• Skillfully navigate client questions and concerns by email correspondence, phone, and/or video calls.
• Manage client expectations and support team members by providing prompt and empathetic attention to issue escalations.
• Measure and monitor team performance (KPIs).
• Design and implement solutions to improve team member performance and drive success and profitability.
• Oversee the account management team and its functions, which include data entry, scheduling appointments, tracking cargo, client updates and interaction, and driver communication.
• Assist in the facilitation of the customer onboarding process.

Experience:

• Related sales experience in an International Freight Forwarding, Steamship Line, or Drayage Carriers background.
• Maintain current knowledge of International Freight Forwarding and its related industries, including but not limited to: drayage, NVOCC, container shipping, and imports/exports.
• Experience overseeing and growing customer accounts.
• Proven track record of gaining, growing, and maintaining a high volume of client relationships.
• Effective written and verbal communication skills.
• Highly analytical and innovative thinker.
• Proven experience with RFP/RFQs.

This position offers a competitive base salary.

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