Sr. Director - Client Success (Distribution and Fulfillment)

About ITS Logistics

Are you ready to unleash your potential and be a part of one of the fastest growing, exciting, logistics companies in the US? ITS Logistics is a premier Third-Party Logistics company that provides creative supply chain solutions. With the highest level of service, unmatched industry experience and work ethic, and a laser focus on innovation and technology-our purpose is to improve the quality of life by delivering excellence in everything we do.

At ITS, we invest in your personal and professional growth, providing the tools, resources, and support you need to unleash your full potential, collaborate with like-minded teammates, and seize limitless opportunities. By joining our all-star team, you will be part of an organization that values your unique skills, encourages your drive for excellence, and recognizes your unwavering commitment to achieving our shared goals.

We empower our team members to become champions in their respective fields by nurturing a culture of collaboration, competition, and unyielding resilience. We believe that together, we can conquer any challenge and achieve remarkable victories.Want to learn more about ITS Logistics? Check out our website! www.its4logistics.com

About the Position

ITS has an immediate opening for a Sr. Director of Client Success. Client Success will lead the overall client engagement strategy for the Company's Distribution and Fulfillment division. The ideal candidate will establish and oversee account management planning, objectives, and initiatives aligned with ITS business plans. The Sr. Director of Client Success will need to create both short and long-term strategies for building client relationships, garner current client success, and drive accretive revenue growth while building cross-functional relationships with organizational stakeholders to understand products, clients, and industry. They will ensure that the client experience is consistently met and exceed client expectations through Relentless Client Focus. A successful candidate will bring experience in developing and leading client success programs and demonstrate a knowledge of how it can apply to the Distribution and Fulfillment division at ITS Logistics. The Sr. Director of Client Success should be comfortable working independently with minimal direction. This position reports to the President of Distribution and Fulfillment. We're looking for a solid player with succession capabilities beyond this role; one with the capacity to engage teams and build followership.

Principle Accountabilities

• Build and lead the Client Success team in engaging with clients including many leading Fortune 500 organizations.
• Establish a Customer Success Management framework, including the planning and execution of Executive Business Reviews (QBRs) and implementation of account management best practices.
• Ensure high customer satisfaction through proactive account management and standardized operating procedures (SOPs).
• Lead and mentor the team by setting clear performance objectives, and providing regular feedback, coaching, and guidance for personal and career development
• Builds effective client engagement with recruiting, mentoring, and development programs for Client Success team members.
• Lead the collaboration with operations to ensure customer needs are met, orders are processed to meet customer KPIs, proper responses are communicated to customers, etc.
• Provide regular and meaningful insights to Senior Leadership, Business Plan Owners and Marketing on market trends, product requirements and competition. Use market and client insights to collaborate with internal stakeholders to identify and suggest products/services to drive additional revenue to ITS.
• Oversee all aspects of customer contracts, ensuring compliance with terms and conditions throughout the lifecycle of each client relationship.
• Responsible for delivering distinguished value and service that differentiates the brand and is consistent with strategic growth goals.
• Find A Better Way by championing continuous improvement and quality control efforts to identify opportunities to innovate and improve efficiency, accuracy, and standardization.
• Continue and grow Company's strong client advocacy through client's willing to engage as references, share case studies and testimonials, and participate in industry conferences to share their experiences.
• Cultivate Company values while inspiring, empowering, recognizing, and guiding team members.
• Live values of High Performance, Caring Relationships, Strategic Foresight, and Entrepreneurial Spirit.
• Perform other related duties as required and assigned.

About The Requirements

The ideal candidate will possess a demonstrated record of accomplishment in warehousing, logistics, and business development.

Additional requirements include:

• Bachelor's Degree in Logistics, Business or a related degree preferred, but not required
• 10+ years of experience within logistics services, specifically distribution and fulfillment
• Excellent leadership and strong interpersonal skills. A proven coach and motivator, with a strong customer service orientation for both the internal and external customer.
• A make-it-happen person, who is flexible, adaptable and possesses a high sense of urgency
• Gets the job done right and on time, despite obstacles
• Excellent analytical, problems solving, and communication skills (oral and written)
• Excellent organizational and leadership skills
• Ability to work with a high degree of autonomy

The Compensation for this position is highly competitive and includes a comprehensive benefit plan with a matching 401k.