Carrier Success Manager

This is a fully remote position, open to applicants in California.

📋 Description

• Take ownership of churn quotas and effectively manage at-risk accounts utilizing Einstein reports and territory data.

• Ensure complete onboarding for all new fleets consisting of 10 or more trucks; oversee completion rates and create onboarding packages.

• Formulate reactivation strategies for accounts that are non-paying or have churned, categorized by representative, territory, and product.

• Monitor and report on self-service reactivation rates; develop profiles of successful reactivations to guide strategy.

• Maintain a reactivation program extending beyond 30 days with clear conversion goals and outreach schedules.

• Leverage C-Sat scores, surveys, and additional tools to comprehend churn drivers and establish feedback loops.

• Meet budgeted growth objectives for ancillary services, including DAT IQ, Outgo, TMS integrations, Trucker Tools Tracking, and CMS.

• Create and document best practices for securing product upgrades; disseminate and train the team accordingly.

• Promote the adoption of new services and partnership offerings within the current carrier base.

• Keep an informed perspective on each territory, encompassing economic factors, competition, penetration rates, churn statistics and reasons, equipment types, and customer demographics.

• Ensure top 100 fleet accounts per territory are thoroughly profiled, detailing: employee count, decision-makers, TMS in use, competitive landscape, growth prospects, risks, revenue, and load types.

• Utilize territory data to craft growth strategies and pinpoint expansion opportunities.

• Own the methodology and frequency for gathering and reporting customer feedback to Product Management and Product Marketing.

• Advocate for the customer viewpoint in UAT cycles and discussions with Product Management.

• Analyze and distill feedback into actionable reports that provide sufficient detail for product decision-making.

• Recruit, nurture, and retain Carrier Success Representatives; manage PIPs and attendance as necessary.

• Conduct one-on-one meetings twice monthly with each direct report.

• Lead team meetings bi-monthly and territory-focused meetings monthly.

• Ensure representatives are proficient in executing basic Salesforce reporting; advanced reporting training will be handled by Sales Analysts.

• Align processes, training, and job focus with Sales, Product, and Support teams.

• Engage in OKR cycles, Quarterly Business Reviews, and weekly supervisor meetings.

⛳️ Requirements

• Highly effective account manager capable of establishing and maintaining relationships with customers in a B2B setting.

• Profound knowledge of the freight and logistics sector.

• Strategic thinker with proven experience in developing profitable customer relationships.

• Detail-oriented and flexible multi-tasker adept at managing various projects in a dynamic environment.

🏝️ Benefits

• Medical, Dental, Vision, Life, and AD&D insurance

• Parental Leave

• Up to 15 days of paid time off starting in year one

• An additional 10 holidays of paid time off per calendar year

• 401k matching (immediately vested)

• Employee Stock Purchase Plan

• Short- and Long-term disability sick leave

• Flexible Spending Accounts

• Health Savings Accounts

• Employee Assistance Program

• Additional programs - Employee Referral, Internal Recognition, and Wellness

• Free TriMet transit pass (Beaverton Office)

• Competitive salary and benefits package

• Work on impactful projects in a cutting-edge environment

• Collaborative and supportive team culture

• Opportunity to make a real difference in the trucking industry

• Employee Resource Groups