Radial Job - 34486374 | CareerArc
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Company: Radial
Location: King of Prussia, PA
Career Level: Director
Industries: Technology, Software, IT, Electronics

Description

We are Radial, the leader in Omnichannel commerce technologies and operations. Radial enables their retail clients to profitably exceed customer expectations by taking on the complexity of their Omnichannel retail business and transforming it into a seamlessly orchestrated customer experience.  Radial is uniquely positioned in the market with order management, payments, fulfillment, transportation and customer care solutions to help our merchants grow their e-commerce business. Radial's Omnichannel solutions use cutting-edge technology and analytics to optimize the e-commerce end to end processes reducing costs for our customers while enhancing the consumer experience.

Radial has a strong company culture, good benefits, a competitive salary, bonus, PTO Plan, and an opportunity for advancement. Join us today!


Our Client Success Director will be responsible for strategically partnering with clients ensuring business objectives are met with the goal of increasing revenue & profit, all while leading an internal Client Success team.

Responsibilities include: 

  • Client Management:
    • Manage overall client relationship
    • Build strong rapport with client and client's team Introduce initiatives and solutions that grow the client's and Radial's revenue and profit
    • Provide governance for contract adherence
    • Set expectations and deliver results accordingly
    • Instill strong business ethics and a sense of urgency in a matrixed business environment
    • Serve as Client Success liaison working collaboratively across all Radial departments
  • Strategic:
    • Work closely with clients and peers to understand and anticipate their needs
    • Think through and solve complex problems; proactively provide mitigation for future problems Understand and interpret market research, analysis, white papers and data to provide insights to clients to effect positive business changes
    • Oversee and conduct client business reviews focused on understanding client's business strategy and how Radial can profitably support client growth
    • Provide thought leadership through innovative ideas, business and industry trends, competitive analysis and internal collaboration
    • Stay informed of current industry best practices; working with clients and internal cross-functional teams to apply best practices where appropriate
  • Tactical:
    • Interpret and understand eCommerce KPI's while driving teams toward successful results
    • Guide projects from concept through launch
    • Demonstrate innovative thinking and strong problem solving skills
    • Perform business analysis utilizing quantitative skills Collaborate with operations leadership to execute and improve the business
    • Review client P&Ls and operating characteristics, contributing to changes that meet Radial and client needs
    • Serve as client advocate within Radial and Radial advocate to client; acting as an escalation point for client and internal cross-functional leaders.
  • Leadership:
    • Lead and motivate internal Radial Client Success team to build solid relationships and drive business results
    • Provide cross-functional leadership to achieve client and company goals and objectives and provide a unified client experience  
    • Oversee team engagement and implementation of projects through closure and ensure the client receives appropriate communication
    •  Hold regularly scheduled 1:1 meetings with direct reports
    • Ensure open communication forums are scheduled with all cross-functional and client support teams
    • Comply with Radial's policies and procedures; performing timely team performance reviews
    • Strengthen team and talent by identifying professional development goals as appropriate
Requirements:
  • Must have a Bachelor's degree
  • High level leadership with a lot of client facing responsibilities 
  • Strong demonstrated oversight for handling complex client issues
  • Background supporting clients within a 3PL(fulfillment) is highly preferred working with premium brands 
  • Good understanding of contracts and SLAs
  • Background with Continuous Improvement and Project Management is required
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