Customer Success Director – Oracle Focused

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🌽 Illinois – Remote

🌽 Illinois – Remote

💵 $100k - $125k / year

⏰ Full Time

🔴 Lead

🏆 Customer Success

🦅 H1B Visa Sponsor

This company has sponsored H1B visas in the past.

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Redwood Logistics

WebsiteLinkedInAll Job Openings

1001 - 5000 employees

Founded 2001

🚗 Transport

📦 Logistics

Transport • Logistics • Supply Chain

Redwood Logistics is a next-generation leader in fourth-party logistics (4PL), dedicated to modernizing supply chains through innovative technology and comprehensive logistics management. Utilizing their Logistics Platform as a Service (LPaaS), Redwood offers flexible, end-to-end supply chain solutions that integrate various services and technologies, providing customers with custom-tailored logistics strategies. With an emphasis on automation and visibility, Redwood empowers businesses of all sizes to optimize their supply chain operations, ensuring efficient and headache-free management of freight and logistics processes.

📋 Description

• Own and manage a portfolio of strategic Oracle OTM/GTM and RedwoodConnect (RWC) customer accounts throughout the customer lifecycle • Build trusted relationships with executive sponsors and key business, transportation, and IT stakeholders • Serve as the primary strategic advisor and customer advocate, aligning customer objectives with Redwood’s solutions and long-term partnership strategy • Develop and execute Strategic Account Plans and multi-year customer roadmaps focused on value realization, user adoption, optimization, and supply chain transformation • Advise customers on best practices across Oracle OTM/GTM, RedwoodConnect, Managed Services, AI, and other Redwood solutions • Lead change management, user adoption, and operational readiness efforts throughout implementation and post-go-live • Lead Customer Business Reviews, Steering Committees, roadmap sessions, and executive meetings focused on KPIs, business outcomes, product adoption, and ROI • Support customer advocacy initiatives including reference programs, case studies, webinars, and customer advisory activities • Partner with Delivery, Sales, and Support teams to ensure successful implementations, seamless transition to support, and ongoing customer success • Monitor customer adoption, identify risks, coordinate issue resolution, and drive continuous optimization following go-live • Proactively manage customer health, support performance, Business-at-Risk (BAR) accounts, and overall customer satisfaction • Own renewal strategy while identifying and developing upsell and cross-sell opportunities across Redwood’s portfolio • Build business cases demonstrating customer value and ROI for expanded services • Act as a customer escalation point and collaborate across Sales, Delivery, Product, and Support to resolve complex issues and improve customer outcomes • Capture customer feedback to influence product improvements and maintain accurate account documentation within Salesforce, Confluence, SharePoint, and other internal systems • Promote Oracle product adoption and Redwood innovations through customer communications, educational content, and industry best practices • Develop creative engagement strategies that strengthen customer relationships and drive long-term success

🎯 Requirements

• Bachelor’s Degree required, preferably in Supply Chain Management, Business, Information Systems, Logistics, Engineering, or related field • 5+ years of experience in a customer-facing role within the transportation/logistics industry • 2+ years of experience working with Oracle Transportation Management (OTM) and/or Oracle Global Trade Management (GTM) – highly desired • Strong understanding of transportation operations, logistics, supply chain execution, and transportation technology • Demonstrated experience leading executive customer relationships • Experience facilitating Customer Business Reviews and strategic planning sessions • Strong organizational and project management abilities with the ability to manage multiple strategic accounts simultaneously • Ability to effectively multitask and prioritize responsibilities and lead by example • Ability to travel up to 50% for customer meetings and training • Proven track record of successful problem-solving and critical thinking • Intermediate understanding of creating and maintaining reporting, including using Microsoft Office products (Outlook, Excel, Word, and Power Point) • History of proven customer service as well as written and verbal communication skills • Experience with Zendesk, Confluence, MS Office Word, Excel, SharePoint and PowerPoint, Tableau, Salesforce, and Chargebee • Ability to work Monday through Friday from 8:00 AM to 5:00 PM with an hour break, with flexibility based on coverage

🏖️ Benefits

• Access to experts and resources for your Learning & Development journey • Opportunity for internal mobility • Employee referral bonus program • Employee Resource Groups (ERGs) • Annual fundraising and volunteer events to give back to communities • Paid time off, floating holidays, time off to volunteer and rollover • Paid parental leave • Medical, dental, vision and 401k plans (with match) • Flexible spending account, mass transit and dependent care plans available • Health savings account, with a annual company contribution for plan participants • Short-term and long-term disability; life insurance policies subsidized by company • Additional benefits including pet insurance, accident care, access to legal advice and more • Annual incentives based on individual and company performance