Experienced Director, Customer Success (Oracle Focused) – Strategic Account Management and Growth Opportunities

At arenaflex, we're a leading innovator in the freight tech industry, recognized by Gartner in their Modern 4PL Market Guide. Our cutting-edge supply chain technology and expertise empower logistics execution across North America and Mexico. We're seeking an experienced Director of Customer Success to join our team, focusing on strategic account management and growth opportunities within our Oracle-focused business unit.

About arenaflex

arenaflex is a forward-thinking company that inspires innovation across teams to provide transformative solutions for our customers. We're committed to empowering our employees to grow and develop their skills, with access to experts and resources for their Learning & Development journey. Our company culture values employee mobility, diversity, and inclusion, with a range of benefits and programs to support our team members' well-being and success.

Purpose of Your Work

As a Director of Customer Success, you'll be responsible for overall customer satisfaction and relationship management for key customers within our Oracle-focused business unit. You'll partner with customers to create Success Plans for account growth opportunities, contribute to data expansion and KPI execution, and identify process efficiencies for an elevated service experience.

Key Responsibilities

* Actively manage and own a portfolio of clients with a mixture of complexity and services based upon customer segmentation

• Develop Strategic Account Plans and manage execution of customer goals
• Monitor relevant customer metrics such as support ticket resolution time, and transaction throughput in RedwoodConnect
• Develop executive business review presentations to include performance KPIs, support metrics, strategic account plan management
• Contribute to quarterly CS newsletter focusing on Oracle features and releases
• Develop and own internal and external account reporting, including Customer Health, Business-at-Risk, and Contract Renewals
• Support customer transition efforts to Support and Customer Management teams after project or engagement go-live
• Manage account portfolio with 100% retention YOY
• Identify and close growth opportunities within client portfolio contributing to the overall team growth goals
• Ensure all client activities, documentation, and communication are documented in a timely fashion in arenaflex's repository (Confluence) and CRM (Salesforce)

Essential Qualifications

* Bachelor's Degree required

• 5+ years of experience in a customer-facing role within the transportation/logistics industry
• 2+ years of experience with Oracle Transportation Management (OTM) or Global Trade Management (GTM) (highly desired), other Transportation Management Systems
• Ability to effectively multitask and prioritize responsibilities and lead by example
• Ability to travel up to 50% for customer meetings and training
• Proven track record of successful problem-solving and critical thinking
• Intermediate understanding of creating and maintaining reporting, including using Microsoft Office products (Outlook, Excel, Word, and Power Point)
• In-depth understanding of building and maintaining customer relationships
• History of proven customer service as well as written and verbal communication skills

Preferred Qualifications

* Master's Degree in Business Administration, Marketing, or related field

• 3+ years of experience in a leadership role within the transportation/logistics industry
• Experience with data analysis and reporting tools such as Tableau or Power BI
• Certification in Oracle Transportation Management (OTM) or Global Trade Management (GTM)

Skills and Competencies

* Strong communication and interpersonal skills

• Ability to build and maintain strong relationships with customers and internal stakeholders
• Proven problem-solving and critical thinking skills
• Ability to work in a fast-paced environment and prioritize multiple tasks and responsibilities
• Strong analytical and data analysis skills
• Experience with CRM software and data management tools
• Ability to travel up to 50% for customer meetings and training

Career Growth Opportunities and Learning Benefits

* Access to experts and resources for your Learning & Development journey

• Opportunity for internal mobility and career growth within arenaflex
• Employee referral bonus program
• Employee Resource Groups (ERGs)
• Annual fundraising and volunteer events to give back to communities
• Paid time off, floating holidays, time off to volunteer, and rollover
• Paid parental leave
• Medical, dental, vision, and 401(k) plans (with match)
• Flexible spending account, mass transit, and dependent care plans available
• Health savings account, with an annual company contribution for plan participants
• Short-term and long-term disability; life insurance policies subsidized by company
• Additional benefits including pet insurance, accident care, access to legal advice, and more

Work Environment and Company Culture

* This position is full-time and remote Monday through Friday from 8:00 AM to 5:00 PM with an hour break, but flexibility is available based on coverage

• arenaflex is an equal opportunity employer, committed to diversity, equity, and inclusion
• Our company culture values employee mobility, diversity, and inclusion, with a range of benefits and programs to support our team members' well-being and success

Compensation and Benefits

* Estimated compensation range: $100,000 - $125,000

• This position is eligible to earn annual incentives based on individual and company performance
• The actual base salary offered will depend on a variety of factors, including the qualifications of the individual applicant for the position, years of relevant experience, specific and unique skills, level of education attained, certifications or other professional licenses held, and the geographical location in which the applicant lives and/or which they will be performing the job

How to Apply

If you're a motivated and experienced professional looking for a new challenge, we encourage you to apply for this exciting opportunity. Please submit your resume and a cover letter outlining your qualifications and experience. We can't wait to hear from you! Apply for this job