Customer Success Director – Oracle Focused

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

📋 Description

• Take ownership and oversee a portfolio of key Oracle OTM/GTM and RedwoodConnect (RWC) customer accounts throughout their lifecycle.

• Establish trusted relationships with executive sponsors and significant business, transportation, and IT stakeholders.

• Act as the primary strategic advisor and customer advocate, aligning customer goals with Redwood’s solutions and long-term partnership vision.

• Create and implement Strategic Account Plans and multi-year customer roadmaps emphasizing value realization, user adoption, optimization, and supply chain transformation.

• Provide guidance to customers on best practices related to Oracle OTM/GTM, RedwoodConnect, Managed Services, AI, and other Redwood offerings.

• Lead change management, user adoption, and operational readiness initiatives throughout the implementation phase and after go-live.

• Conduct Customer Business Reviews, Steering Committees, roadmap sessions, and executive meetings focused on KPIs, business outcomes, product adoption, and ROI.

• Support customer advocacy efforts, including reference programs, case studies, webinars, and advisory activities.

• Collaborate with Delivery, Sales, and Support teams to ensure effective implementations, smooth transitions to support, and sustained customer success.

• Track customer adoption, identify risks, coordinate issue resolution, and promote continuous optimization after go-live.

• Proactively manage customer health, support performance, Business-at-Risk (BAR) accounts, and overall customer satisfaction.

• Develop and implement renewal strategies while identifying and nurturing upsell and cross-sell opportunities across Redwood’s offerings.

• Create business cases that demonstrate customer value and ROI for enhanced services.

• Serve as a customer escalation point and work collaboratively across Sales, Delivery, Product, and Support to address complex issues and enhance customer outcomes.

• Gather customer feedback to influence product enhancements and keep accurate account documentation within Salesforce, Confluence, SharePoint, and other internal systems.

• Advocate for Oracle product adoption and Redwood innovations through customer communications, educational materials, and industry best practices.

• Develop innovative engagement strategies that reinforce customer relationships and foster long-term success.

⛳️ Requirements

• Bachelor’s Degree is required, preferably in Supply Chain Management, Business, Information Systems, Logistics, Engineering, or a related field.

• 5+ years of experience in a customer-facing role within the transportation/logistics sector.

• 2+ years of experience with Oracle Transportation Management (OTM) and/or Oracle Global Trade Management (GTM) is highly preferred.

• Strong familiarity with transportation operations, logistics, supply chain execution, and transportation technology.

• Proven experience in managing executive customer relationships.

• Experience in facilitating Customer Business Reviews and strategic planning meetings.

• Exceptional organizational and project management skills, with the capability to manage multiple strategic accounts simultaneously.

• Ability to effectively multitask, prioritize responsibilities, and lead by example.

• Willingness to travel up to 50% for customer meetings and training sessions.

• Demonstrated success in problem-solving and critical thinking.

• Intermediate skills in creating and maintaining reports, particularly using Microsoft Office products (Outlook, Excel, Word, and PowerPoint).

• Proven record of excellent customer service along with proficient written and verbal communication skills.

• Familiarity with Zendesk, Confluence, MS Office Word, Excel, SharePoint and PowerPoint, Tableau, Salesforce, and Chargebee.

• Availability to work Monday through Friday from 8:00 AM to 5:00 PM with a one-hour break, with flexibility based on coverage needs.

🏝️ Benefits

• Access to experts and resources to support your Learning & Development journey.

• Opportunities for internal mobility.

• Employee referral bonus program.

• Employee Resource Groups (ERGs).

• Annual fundraising and volunteer events to contribute to communities.

• Paid time off, floating holidays, time off for volunteering, and rollover options.

• Paid parental leave.

• Comprehensive medical, dental, vision, and 401k plans (with matching contributions).

• Flexible spending accounts, mass transit, and dependent care plans available.

• Health savings account with an annual company contribution for participants.

• Short-term and long-term disability; life insurance policies subsidized by the company.

• Additional benefits including pet insurance, accident care, access to legal advice, and more.

• Annual incentives based on individual and company performance.