CAREERS

The following positions are available.

Director of Client Success

FreightFriend is currently looking for a self-motivated, proactive team player with innovative ideas to inspire customer loyalty and adoption. An individual with strong interpersonal skills and the experience in building strong internal and external relationships. 

A growth-minded individual who wants to help revolutionize the Transportation SaaS industry and play an integral role in a thriving startup environment. 

The Director of Client Success & Solutions will play a crucial role in our growth and positioning within the marketplace of Logistics Tech Platforms. This individual understands and embraces the fact that he/she will do much more than simply ensure customer satisfaction. They are a powerful growth engine for the company. They are the ones who provide a return on investment by developing and implementing strategic plans for success and providing Peace of Mind to our clients and their customers.

This role will be the leader, the innovator of the Client Success Team and take ownership of Client Strategy/Implementation, Customer Success/Quality Assurance, and Account Development functions, understanding and solving our clients and their customers’ real business needs by helping them realize our complete product solutions and their adoption. 

Through systems, processes and leading high-performing teams, the Director of Client Success & Solutions  will consistently deliver value and identify new opportunities to improve client outcomes and deepen client relationships.

Responsibilities:

  • Provide sustainable and consistent client onboarding, implementation, training, and support strategies

  • Tactically and strategically be able to identify new business opportunities through a deep understanding of the client’s supply chain, business metrics, and our tech-enabled solutions.

  • Ensure Client Success through continuous quality assurance. Conduct business reviews with our clients on a monthly, quarterly, and annually basis. 

  • Carrying out periodic health checks to avoid churn

  • Accountability for the growth and performance of all Client Solutions Teams

  • Provide coaching and assist in navigating difficult client conversations while collaborating with internal stakeholders.

  • Provide consistent, highly professional customer service in a fast-paced, dynamic environment.

  • Presents diplomacy, tact, and poise under pressure when working through customer issues. 

  • Gathering customer feedback and sharing it internally to improve the product and/or establish better Customer Support practices

  • Analyzing customer data and helping them discover aspects of the product that are most beneficial to them

  • Firefighting during account escalations

  • Be a Product Expert and keep our clients updated on changes to the product they’re using, new features, and new products they might find useful

  • Upselling and cross-selling through review of customers’ progress‍

  • Encouraging customer advocacy through internal NPS surveys, external reviews, case studies, testimonials, and referrals

  • Upselling and cross-selling through review of customers’ progress‍

 

Skills & Experience:

  • 7+ years of experience in client/customer success, client solutions, operations management, or account management, within SaaS, iPaaS, LPaaS, or technology space of logistics, transportation, or freight. (Experience in B2B SaaS is a plus.)

  • 5+ years of leadership experience in a client/customer success and relationship management capacity

  • 5+ years of solution-focused client strategy and implementation experience.

  • Excellent verbal and written communication skills as well as collaboration skills

  • Exceptional skills in analytics, strategic thinking, problem-solving, decision making, and business strategy

  • Comprehensive experience with CRM platforms (i.e.: Salesforce, Zoho, HubSpot)

  • Comprehensive experience with web-based conferencing tools

  • Bachelor's Degree or work-related experience required

  • Ability to work and learn in a fast-paced team environment

 

FreightFriend offers competitive total compensation and discretionary bonuses. FreightFriend is a rapidly growing, SaaS tech startup which is transforming the $1.2 trillion logistics industry. FreightFriend has a proprietary system that combines freight matching with carrier relationships. We give our customers the ability to tap into the power of machine learning – Our system learns, analyzes, and adjusts based on the latest data and real-life interactions. Visit our website to learn more about our innovating platform www.freightfriend.com

 

FreightFriend is an Equal Opportunity Employer

Additional Roles

We have other opportunities in sales and marketing coming soon.