Director of Client Success

🔥 0 minutes ago

🏖️ New Jersey – Remote

🏖️ New Jersey – Remote

⏰ Full Time

🔴 Lead

🏆 Customer Success

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Arrive Logistics

WebsiteLinkedInAll Job Openings

1001 - 5000 employees

💰 $300M Private Equity Round on 2021-04

Arrive Logistics is a multimodal transportation and technology company providing strategic solutions for both shippers and carriers. We are one of the fastest-growing freight brokerages in the nation, with exponential growth in both size and revenue each year since our founding in 2014. We are focused on one thing: defining a new standard for service in freight, pushing the limits of what’s possible for ourselves and our partners every day.

📋 Description

• Direct the day-to-day operations of the Arrive Fresh Client Success Department, inspiring, motivating, and leading the team to meet corporate and modal objectives. • Act as the primary conduit connecting Arrive Fresh client success with the organization’s technology, capacity, finance, and business development departments. • Establish and roll out robust Standard Operating Procedures (SOPs) and program designs tailored to temperature-controlled and perishable cold-chain operations. • Collaborate with our Beyond Business Hours leadership team to develop and execute after-hours processes that ensure a seamless 24/7 experience for our customers. • Play an integral role in the Client Success forecasting process and drive team accountability to targeted volume, margin, and revenue numbers. • Build, manage, and leverage cross-departmental relationships to ensure operational alignment, rapid issue resolution, and service improvements. • Partner with our capacity and business development teams to fulfill customer RFP and spot requests in a timely manner. • Provide the Arrive Fresh client success team with the training and resources necessary to develop their communication, delegation, customer service and sales skills. • Drive technology adoption, specifically with the ArriveNow platform, while identifying and creating automation roadmaps for complex operational tasks. • Manage customer implementations and design custom logistics solutions that reduce costs, improve service levels, and increase customer retention. • Operate as an escalation contact for your team and our Arrive Fresh clients to resolve supply chain exceptions in service, billing, communication and visibility. • Ensure strict adherence to regulatory standards, including the Food Safety Modernization Act (FSMA), Sanitary Transportation of Food (STF), and Perishable Agricultural Commodities Act (PACA). • Partner with Employee Success (ES) and Learning & Development (L&D) to address performance lapses, assess turnover, and develop retention-driven engagement strategies. • Navigate and champion organizational change, communicating the "why" behind transitions effectively and fostering an optimistic, solutions-oriented team culture.

🎯 Requirements

• Bachelor’s Degree in Business Administration, Finance, Supply Chain, or equivalent professional experience preferred. • 15+ years of relevant logistics and brokerage experience in third-party logistics (3PL) or asset-based providers. • 10+ years of dedicated expertise in produce and floral logistics, with deep knowledge of perishable cold-chain execution. • 3+ years of logistics leadership or management experience in a fast-paced environment. • Strong background in account management and customer-facing solution design. • Expert knowledge of regulatory compliance environments including FSMA, STF, and PACA. • Advanced proficiency in the Microsoft Office suite (specifically Excel and PowerPoint) for complex data analysis and business presentations. • Exceptional communication and interpersonal skills, with a proven ability to inspire, develop, and performance-manage employees.

🏖️ Benefits

• Take advantage of our comprehensive benefits package, including medical, dental, vision, life, disability, and supplemental coverage. • Invest in your future with our matching 401(k) program. • Maximize your wellness with free counseling sessions through our Employee Assistance Program • Take time to manage your physical and mental health - we offer company paid holidays, paid vacation time and wellness days. • Receive 100% paid parental leave when you become a new parent. • Get paid to work with your friends through our Referral Program!