Customer Success Lead - Capacity

Leaf Logistics

New York City, NY, US
  • Job Type: Full-Time
  • Function: Technical/Customer Support
  • Post Date: 04/29/2021
  • Website: leaflogistics.com
  • Company Address: 305 West Broadway, New York, NY, 10013

About Leaf Logistics

Leaf Logistics brings financial market efficiency to the transportation marketplace.

Job Description

Leaf is on a mission to upend the way companies buy and sell transportation. Every year, billions of dollars, hundreds of megatons of carbon and millions of person-hours are wasted because the companies who ship goods and the companies who carry them aren’t upfront about their needs and abilities. Our platform finds ways for buyers and sellers to contract binding commitments for plannable and predictable freight and allows those contracts to be traded when needs change. In time, Leaf will become the hub through which the trillion-dollar American freight market is managed.

We are a team of experienced, smart, and mildly disagreeable troublemakers who like taking on unreasonably big challenges; we know how to build things, we’ve lived what’s broken in this industry, and we’re looking for bright, ambitious people to help us drag the transportation world kicking and screaming into the 21st century.

What does the Customer Success Lead - Capacity do?.

The Customer Success team is vital to our long-term profitability, and our success is dependent on customers receiving significant value from Leaf. The Customer Success team is responsible for all stages of the customer relationship from on-boarding to retention. This includes support, services, adoption, advocacy, and outcomes. This role will focus solely on our capacity customers, specifically Logistics Service Providers (LSPs), encompassing brokers, asset-based carriers, etc.

We are looking for a person that can lead process development and execution for LSP:

  • Discovery
  • Qualification
  • Education
  • Engagement / Relationship management
  • On-boarding
Additionally, the Customer Success Capacity Lead will be responsible for providing input to the Leaf Product team on key LSP features and be continuously stretching the boundaries and goals of the team. We are looking for a Capacity Lead that can build a world-class team, enhance effectiveness and efficiency through technology, and inspire success across the company.

 

Who makes a great Customer Success Lead - Capacity?.

You should be confident, inquisitive, relentless about asking questions until you understand something, and unafraid to acknowledge facts that don’t point in the direction you want them to. Be confident in uncertain situations, unassuming in new situations, and tenacious in asserting the facts you know.

You must be able to both create polished materials for customers and deliver them with a level of refinement expected of a seasoned professional.

Be willing to work with people you disagree with; be eager for criticism, and constantly searching for ways to do what you do better. Never be content with things the way they are, but don’t let the quest for something perfect prevent you from providing something valuable.

Have a sense of humor and be prepared to use it liberally.

Knowledge of the transportation industry, especially truckload, and experience working with LSPs is required.

Additionally, it is helpful if you have:

  • 5+ years’ experience in customer-facing organizations
  • Ability to manage influence through persuasion, negotiation, and consensus buildingIdeally combined background of post-sale and sales experience
  • Strong empathy for customers AND passion for revenue and growth
  • Deep understanding of value drivers in recurring revenue business models
  • Analytical and process-oriented mindsetDemonstrated desire for continuous learning and improvement
  • Enthusiastic and creative leader with the ability to inspire others
  • Excellent communication and presentation skills
  • Relevant degree

 

Who doesn't?.

What we’re trying to do is hard, because we’re asking for big changes from people who are usually very comfortable doing things the way they’ve always been done. There is a lot of frustration, and it’s easy to put a lot of work into something that doesn’t bear fruit. But we’re here to put a big dent in a gigantic industry, something we’ll all be proud of a decade from now.

We’re also a startup. Priorities change all the time, something’s always on fire, and there’s twice as much work to do as hands to do it. Its uncomfortable, new challenges surface constantly, and that means it’s up to you to manage how you spend your time in the midst of conflicting priorities.

We’re well-funded, with advisors and investors who’ve built legendary companies. But we’re also deploying that capital aggressively, so you should expect uncertainty and discomfort.

If the above sounds daunting, you’re a perfectly sound and reasonable person who probably won’t fit in at Leaf. If this strikes you as an exhilarating milieu, well, let’s talk.

Compensation.

Leaf offers a very comprehensive compensation package including competitive base salary, variable compensation and health benefits.

Leaf Logistics is an equal-opportunity employer and we welcome applicants from all backgrounds. If you’re a passionate team player who wants to have an outsized impact on a diverse and dynamic team, we’d love to hear from you!

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Disclaimer: Local Candidates Only
This company does NOT accept candidates from outside recruiting firms. Agency contacts are not welcome.