Vice President, Customer Growth and Experience

The Vice President of Customer Growth and Experience is a strategic leadership role at OneRail, aimed at driving customer success through enhanced relationships, revenue growth, and superior end-to-end customer experiences. This role requires a visionary leader who can blend technology, analytics, and customer-centric strategies to help Customers drive competitive differentiation through successful implementation and utilization of OneRail’s solution.

Key Responsibilities:

Strategic Customer Relationship Management

Develop and sustain deep, long-term relationships with key stakeholders across various departments within customer organizations, including transportation, marketing, operations, and finance.

Serve as a catalyst to accelerate the value realization for OneRail customers by navigating complex customer structures and needs.

Understand the unique challenges and opportunities within each customer’s business and propose customized solutions that enhance their growth and efficiency.

Customer Retention, Growth and Revenue Expansion

Own all Customer contract renewals.

Drive an ongoing process that identifies and reinforces value creation, including but not limited to the following: (a) revenue expansion, (b) margin expansion, (c) OPEX savings, (d) transportation savings, (e) NPS/customer satisfaction improvement.

Lead the QBR process with all customers, collaborating closely with the Customer Success and Product teams.

Spearhead the adoption and deep integration of OneRail’s platform and solutions across all levels of the customer's business.

Strategically identify and execute upsell and cross-sell opportunities to boost customer engagement with additional platform features and services.

Explore and cultivate revenue-enhancing opportunities by leveraging existing relationships within the customer’s network of vendors and partners.

Customer Differentiation

Become a catalyst of transformation for Customer’s on their transformation journey, enabling competitive differentiation through last mile excellence.

Understand Customer’s competitive set and how they can leverage the OneRail solution to design a program, which provides them with competitive advantage in the marketplace.

Enhancement of Customer Experience

Oversee the entire customer journey to ensure high standards of satisfaction and loyalty.

Utilize OneRail's vast data resources, along with internal AI capabilities and customer data, to provide a differentiated experience to end-users, also known as our “customer’s customer”.

Develop and implement strategies aimed at optimizing eCommerce and in-store order flows and enhancing the last mile delivery and order fulfillment processes.

Cross-Functional Collaboration

Map strategic connections across customer accounts to include key influencers and decision-makers at all levels.

Ensure robust internal alignment with sales, marketing, product development, and operations teams to achieve customer goals.

Integrate customer feedback into ongoing product and service enhancements.

Performance Metrics and Reporting

Establish, track, and report on key performance indicators (KPIs) for customer growth, satisfaction, and overall engagement. Proven experience in a leadership role within customer success, strategic partnerships, or business development, leading businesses, especially retailers, through solution-led strategic differentiation and growth.

Experience building and growing businesses that have “network effects”, including payments, gift cards, coupon/digital currency, or any network with flywheel dynamics that build compounding value and improved unit economics through growth and scale.

Superpower of building relationships with C-level leaders as their category “trusted advisor”, ensuring long-term strategic value as a thought partner.

Qualifications:

Proven experience in a leadership role within customer success, strategic partnerships, or business development, leading businesses, especially retailers, through solution-led strategic differentiation and growth.

Experience building and growing businesses that have “network effects”, including payments, gift cards, coupon/digital currency, or any network with flywheel dynamics that build compounding value and improved unit economics through growth and scale.

Superpower of building relationships with C-level leaders as their category “trusted advisor”, ensuring long-term strategic value as a thought partner.

Demonstrable ability to develop and execute growth strategies in complex B2B enterprise customer environments.

Strong analytical skills with experience leveraging data to make informed solution designs and decisions.

Excellent communication and interpersonal skills, capable of working collaboratively across various levels of an organization.

Personal Attributes:

Strategic thinker with a strong problem-solving capability.

High emotional intelligence to manage diverse client needs and internal expectations.

Passionate about technology and innovation in the logistics and fulfillment sector.

Reporting Line:  Reports directly to the Chief Executive Officer (CEO), with a dotted line to the EVP, Customer Success.

About OneRail

OneRail, headquartered in Orlando, FL, is the emerging leader in Final Mile delivery technology. Our OmniPoint SaaS platform uses proprietary algorithms and artificial intelligence to power efficient same-day delivery programs for major companies like Lowe’s, Pepsi, American Tire Distributors, and Advance Auto Parts. OmniPoint is the cornerstone of OneRail’s integrated final mile delivery solution.

Capture. Within moments of a purchase that requires same-day delivery, OmniPoint captures a shipper’s “demand signal” from their POS, ERP, or e-commerce system: what was ordered, where it is, where it’s going, and when it needs to be there.

Optimize. OmniPoint uses these data to specify the optimal vehicle for the order’s size and weight, as well as any extra services required. OmniPoint then calculates all-in shipping costs, and optimizes delivery routing.

Execute. Customers can direct deliveries to their own fleet, or to OneRail’s nationwide network of 12 million couriers available 24/7/365.

Support. Deliveries can be supported as they occur by OneRail’s skilled Exceptions Assist team to handle unforeseen delivery issues on the customer’s behalf.

Follow Up. OmniPoint enables the consumer or receiving business to track their order delivery in real time, and provide feedback through a customer-branded interface.

OneRail has been recognized by Gartner as one of the most innovative solutions in the Final Mile delivery space. We ranked in the top 100 of the Inc. 5000 list of the fastest-growing US private companies in in 2022 and 2023, and received an Inc. Best Workplace award in 2023.

Regular, Full-time Team Member Benefits

Competitive base compensation

Health and wellness Insurance with generous company contribution (medical, dental, vision)

Company-paid life insurance, short-term and long-term disability

4% 401K match with immediate vesting of Company match

Continuing Education Opportunities

Flexible/Open (Uncapped) Paid Time Off (PTO) Policy

Generous Company-paid Holidays

Onsite Team Member Job Perks

Relaxed environment

Standing desks

Recreational and Video games

Large breakroom and lounge

Stocked kitchen and fridges

Cappuccino machine

Onsite restaurant and daily food trucks

Onsite car detailing

Onsite dry cleaning

Ample free parking

To view more details about what is like to work at OneRail, or to view a full list of career opportunities, please visit https://www.onerail.com/careers/

Powered by JazzHR