Director of Client Success, Arrive Fresh

What You'll Do

Direct the day-to-day operations of the Arrive Fresh Client Success Department, inspiring, motivating, and leading the team to meet corporate and modal objectives.
Act as the primary conduit connecting Arrive Fresh client success with the organization’s technology, capacity, finance, and business development departments.
Establish and roll out robust Standard Operating Procedures (SOPs) and program designs tailored to temperature-controlled and perishable cold-chain operations.
Collaborate with our Beyond Business Hours leadership team to develop and execute after-hours processes that ensure a seamless 24/7 experience for our customers. 
Play an integral role in the Client Success forecasting process and drive team accountability to targeted volume, margin, and revenue numbers.
Build, manage, and leverage cross-departmental relationships to ensure operational alignment, rapid issue resolution, and service improvements.
Partner with our capacity and business development teams to fulfill customer RFP and spot requests in a timely manner. 
Provide the Arrive Fresh client success team with the training and resources necessary to develop their communication, delegation, customer service and sales skills.
Drive technology adoption, specifically with the ArriveNow platform, while identifying and creating automation roadmaps for complex operational tasks.
Manage customer implementations and design custom logistics solutions that reduce costs, improve service levels, and increase customer retention.
Operate as an escalation contact for your team and our Arrive Fresh clients to resolve supply chain exceptions in service, billing, communication and visibility. 
Ensure strict adherence to regulatory standards, including the Food Safety Modernization Act (FSMA), Sanitary Transportation of Food (STF), and Perishable Agricultural Commodities Act (PACA).
Partner with Employee Success (ES) and Learning & Development (L&D) to address performance lapses, assess turnover, and develop retention-driven engagement strategies.
Navigate and champion organizational change, communicating the "why" behind transitions effectively and fostering an optimistic, solutions-oriented team culture.

Qualifications

Bachelor’s Degree in Business Administration, Finance, Supply Chain, or equivalent professional experience preferred.
15+ years of relevant logistics and brokerage experience in third-party logistics (3PL) or asset-based providers.
10+ years of dedicated expertise in produce and floral logistics, with deep knowledge of perishable cold-chain execution.
3+ years of logistics leadership or management experience in a fast-paced environment.
Strong background in account management and customer-facing solution design.
Expert knowledge of regulatory compliance environments including FSMA, STF, and PACA.
Advanced proficiency in the Microsoft Office suite (specifically Excel and PowerPoint) for complex data analysis and business presentations.
Exceptional communication and interpersonal skills, with a proven ability to inspire, develop, and performance-manage employees.

Supervisory Responsibility

This position has direct supervisory responsibilities over Client Success Associates and Representatives specializing in produce and floral logistics.

The Perks of Working With Us

• Take advantage of our comprehensive benefits package, including medical, dental, vision, life, disability, and supplemental coverage.
• Invest in your future with our matching 401(k) program.
• Maximize your wellness with free counseling sessions through our Employee Assistance Program
• Take time to manage your physical and mental health - we offer company paid holidays, paid vacation time and wellness days.
• Receive 100% paid parental leave when you become a new parent.
• Get paid to work with your friends through our Referral Program!