Director of Client Success

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

📋 Description

• Oversee the daily operations of the Arrive Fresh Client Success Department, motivating and guiding the team to achieve corporate and modal objectives.

• Serve as the main link between Arrive Fresh client success and the organization’s technology, capacity, finance, and business development teams.

• Develop and implement comprehensive Standard Operating Procedures (SOPs) and program designs specifically for temperature-controlled and perishable cold-chain operations.

• Collaborate with our Beyond Business Hours leadership team to create and implement after-hours processes that ensure a continuous 24/7 experience for our customers.

• Be a key participant in the Client Success forecasting process and hold the team accountable for meeting targeted volume, margin, and revenue goals.

• Build, maintain, and utilize cross-departmental relationships to guarantee operational alignment, swift issue resolution, and service enhancements.

• Work alongside our capacity and business development teams to promptly fulfill customer RFP and spot requests.

• Equip the Arrive Fresh client success team with the necessary training and resources to enhance their communication, delegation, customer service, and sales capabilities.

• Promote technology adoption, particularly with the ArriveNow platform, while identifying and developing automation roadmaps for intricate operational tasks.

• Oversee customer implementations and create tailored logistics solutions that lower costs, elevate service levels, and boost customer retention.

• Act as an escalation point for your team and our Arrive Fresh clients to address supply chain exceptions in service, billing, communication, and visibility.

• Ensure strict compliance with regulatory standards, including the Food Safety Modernization Act (FSMA), Sanitary Transportation of Food (STF), and Perishable Agricultural Commodities Act (PACA).

• Collaborate with Employee Success (ES) and Learning & Development (L&D) to tackle performance issues, evaluate turnover, and devise retention-focused engagement strategies.

• Guide and advocate for organizational change, effectively communicating the rationale behind transitions and nurturing a positive, solutions-oriented team culture.

⛳️ Requirements

• Bachelor’s Degree in Business Administration, Finance, Supply Chain, or an equivalent professional background is preferred.

• Over 15 years of relevant logistics and brokerage experience in third-party logistics (3PL) or asset-based providers.

• More than 10 years of specialized experience in produce and floral logistics, with an in-depth understanding of perishable cold-chain execution.

• At least 3 years of logistics leadership or management experience in a dynamic environment.

• Strong expertise in account management and customer-facing solution design.

• In-depth knowledge of regulatory compliance frameworks, including FSMA, STF, and PACA.

• Advanced skills in the Microsoft Office suite (particularly Excel and PowerPoint) for intricate data analysis and business presentations.

• Outstanding communication and interpersonal abilities, with a proven track record of inspiring, developing, and managing employee performance.

🏝️ Benefits

• Enjoy a comprehensive benefits package that includes medical, dental, vision, life, disability, and supplemental coverage.

• Secure your future with our matching 401(k) program.

• Enhance your well-being with complimentary counseling sessions offered through our Employee Assistance Program.

• Prioritize your physical and mental health with company-paid holidays, paid vacation time, and wellness days.

• Receive 100% paid parental leave upon becoming a new parent.

• Earn rewards for collaborating with friends through our Referral Program!