Customer Success Associate

DrayNow is seeking a Customer Success Associate to directly manage the real-time execution of a cutting-edge digital intermodal marketplace currently revolutionizing the freight industry.

About Us

We’re a small-but-growing team based outside of Philadelphia, PA across from Spring Mill Station. We’re a supportive bunch that believes strongly in collaboration, communication, and creating innovative solutions to complex problems. As a company we firmly believe that family comes first, with everyone from our leadership on down exercising flexible hours to give school events, little league games, and family outings priority with no questions asked. We’re deeply invested in our work and seek to work with folks just as self-driven and passionate about our craft as we are.

DrayNow is rapidly disrupting the logistics Industry by solving the first and last mile problem, starting with the intermodal freight segment. We are the first to create a real-time marketplace for the expanding intermodal freight segment of the shipping market that facilitates frictionless real-time interactions connecting Truckers and Customers to seamlessly haul intermodal loads throughout the United States.

Key Responsibilities:

  • Actively serve a portfolio of assigned accounts so that customers grow month over month usage of the DrayNow platform

  • Drive customer software engagement & development of power users across customer organizations

  • Implement Customer Success Plans for low achieving accounts

  • Maintain communication schedule and adhere to consistent outreach

  • Effectively solve ad-hoc customer issues as needed

  • Bring to bear predictive analytics to identify customer expansion opportunities & turn into active business

  • Collaborate with Marketing to demonstrate customer communication campaigns

  • Provide continuous customer feedback to Product and Engineering team

  • Embrace & contribute to Customer Success team standard methodologies

  • Understand the Operations Specialist role and be able to fill in as needed

    • Communicate with carriers and drivers to ensure smooth completion of orders

    • Follow protocol to ensure brokers, drivers and orders are set up for success

    • Provide professional, empathetic support to customer and driver inquiries, and utilize proper protocol to resolve issues

Core Skills & Talents:

  • Real passion for serving customers

  • Establish credibility with key customer decision makers & influencers

  • Strong verbal/written communication & presentation skills; extraordinary listening skills

  • Strong problem solving & analytical skills; formulates solutions that deliver real business value

  • Ability to recognize and maximize new business opportunities

  • Comfort with negotiation

  • Well organized; handle multiple accounts & assignments simultaneously

  • A commitment to exceed goals that is internal, constant & self-imposed

Qualifications:

  • B.S. or B.A. that has led to you being a rock-star communicator

  • Validated results in prior role

  • At least 3-5 years of prior account management and/or customer success experience, preferably within enterprise software or SaaS

  • Expertise with Excel and CRMs, preferably HubSpot

  • Proficiency communicating data via Excel, HubSpot and other business intelligence tools

  • Ability to travel up to 10% of the time

Demonstrate all of our company values at all times:

  • Ownership

  • Innovative

  • Respect

  • Integrity

  • Candid

  • Responsibility

  • Earned

Interested? Here’s what we offer:

  • Friendly, casual office environment complete with 70-inch TVs, standing desks and fully stocked kitchen

  • Chance to join a high-energy startup team in the midst of explosive growth

  • Vision, Medical, Dental insurance

Sound amazing? 

Let’s talk! Introduce yourself to our Talent Consultant, Kat Marra, at kmarra@draynow.com. For extra points, include a resume or LinkedIn profile along with anything else you’d like to share.