Veho's mission is to revolutionize the world of package delivery by creating exceptional experiences for customers and drivers.
For too long, parcel delivery companies have focused solely on efficiencies and cost-management. Veho focuses on the end-customer. As the first technology company of its kind, Veho replaces the old delivery trucks with a platform of crowdsourced drivers and a network of hyper-local distribution centers. We partner with some of the most recognized consumer brands such as Warby Parker and Hello Fresh to provide an incredible experience with every delivery, and give customers control on how, when and where their package is delivered.
Customers LOVE us. Despite growing at a record-speed over the past two years, we maintain an incredibly high customer satisfaction rating of 4.9/5 stars, and an unprecedented on-time delivery rate of 99.9% - far above every other company in the country.
In short, we are building the logistics platform of the future.
Veho is backed by former top executives and board members at Uber, FedEx, UPS, eBay and Amazon; three former public company CEOs, and early investors in Lyft and Instacart. We are a team of leaders who are passionate about building an incredible company that will change the face of this industry.
The Director of Customer Success will be the senior point of contact for day-to-day management of the business and the ability to sell new ideas and solutions. As a Director of Customer Success. In addition to coaching and developing your team members on a regular basis, you will be a key strategic leader within the organization. You thrive on identifying opportunities that will increase the business and financial impact of your team, and you work cross-functionally to develop and execute new programs that carry out that vision.
What You’ll Be Doing:
●Managing account managers and client ops leads based on client team’s performance expectations
●Collaborating on strategic initiatives and organizational changes for process improvement and innovation
●Defining precise team methods and best practices for Customer Success
●Maintaining and supporting the growth of client accounts and relationships
●Allocating resources daily and weekly to adjust team focus towards goals attainment.
●Planning and leading regular meetings with team to discuss present and future issues/updates
●Establishing benchmarks and tracking metrics for any issues and convey concerns to Veho teamIdentifying, developing and implementing solutions to resolve issues
●Supporting company and team vision and values through role modeling and coaching to desired behaviors
●Designing and developing programs and processes to support desired results.
●Collaborating with Customer Success, product teams, engineering, and leadership to understand client business thoroughly
●Participating in client lifecycle initial stages to share ownership of key implementation decisions
●Influence decisions based on post-implementation operations and long-term client success
●Developing and managing clear communication plans as well as convey team needs and goals to management
Skills and Experience You’ll Need to Have:
●Bachelor's degree or higher in Business Management, Communication or similar degree
●Six (6) years of previous management leading a Large-Market or Strategic-level team
●Experience in a start-up, technology environment with the ability to establish/evolve benchmarks, best practices, and ground-up processesProven success building, scaling and developing dispersed teams
●Advance level of cross-functional collaboration and developing changes to established processes
●Experience using customer success platforms and applications to drive client satisfaction and engagement
●Ability to communicate effectively with various audiences included stakeholders, leadership, investors, partners, and individual contributors
●Experience within the logistics, e-commerce or transport-tech industries would be a fantastic plus!
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