Senior Director, Customer Solutions

Flexport is building the first modern logistics platform to make global trade easier for everyone. We are solving complex problems on a global scale and disrupting a multi-trillion-dollar industry that has remained stubbornly unchanged. Our mission is to make Global Trade easy for everyone.

The Commercial and Demand Business Unit is responsible for Sales and managing the full lifecycle of our engagement with customers, from first contact through ensuring their ongoing success with Flexport. The Customer Solutions and Engineering organization is a crucial part of this Business Unit, with a mission to delight our customers by providing a seamless, speedy, and high-quality experience in onboarding to the Flexport Platform.

The Opportunity

We seek to hire an experienced leader who, as a critical leader in our Customer Enablement team, will design, build, and develop our Customer Solutions team. This team will consist of technical and logistics Subject Matter Experts who engage with Global and Enterprise customers during the sales process to help them understand the technical and operational benefits of integrating with the Flexport Platform. This team will be critical in capturing customer requirements, setting customer expectations for the onboarding process, and transitioning onboarding to Customer Success teams. This global role is for builders and creative problem solvers who work unselfishly across Flexport organizations to serve our customers.

As a leader of these functions, you aim to create a best-in-class customer onboarding experience. You will play a central role in defining this new team's role in sales activities and for onboarding simplification. Your operational, strategic, and project management expertise will enable scale, speed, and repeatability in all aspects of onboarding.

We seek a leader who can thrive in a fast-paced, dynamic environment. You should be comfortable with ambiguity and be able to lead your team through it with clarity and confidence. The ideal candidate should have experience navigating complex challenges and adapting to changing priorities while keeping their team focused.

You will

• Build a team of technical and logistics Subject Matter Experts who engage with account teams to help Global and Enterprise customers understand the Flexport Platform and how Flexport supports them during onboarding and steady-state operations. Design these activities such that they build
• Partner with Sales teams to design and integrate technical sales activities into our selling methodology.
• Partner with the Sales Enablement team to design and deliver sales training for all Customer Solutions and Engineering activities.
• Design a system for monitoring the team's performance, productivity, and sales impact. Implement improvements based on performance data and observations.
• Work with stakeholders across Flexport to refine onboarding project methodologies and implement process improvements to capture customer requirements. Your project leaders will track activities, manage risks and issues to resolution, and apply lessons learned to create scalable solutions that help us onboard customers faster.
• Create differentiated customer experiences by working with Marketing to engage customers, at Flexport and Industry events, on Supply Chain topics related to technology, innovation, and transformation.
• Quickly become an expert for the topics you own; become a thought leader for Flexport in one or more areas of expertise; guide the Flexport leadership team in making decisions.

You should have:

• Bachelor's degree in Computer Science or a related field; Master's degree preferred.
• At least four years of experience leading global teams in technical sales, designing sales motions and activities.
• At least six years of people management experience through the entire employee lifecycle of hiring, developing, and performance management across various disciplines.
• Demonstrated understanding of the sales process through operational management or direct involvement in sales activities.
• Ability to communicate effectively (verbal and written) across a diverse set of technical and non-technical stakeholders.
• Ability to self-organize and lead teams to meet goals and objectives.
• Experience leading large customer-facing initiatives with multiple stakeholders.
• Experience in process improvement and designing mechanisms in a scalable manner. Designing metrics and reporting systems to assess performance and proactively address challenges.
• Desired technical exposure: Salesforce, Cloud technologies and methodologies, major ERP software, Integration technologies and API (e.g., Mulesoft), EDI X12, Smartsheets/Asana or similar project management tools, Tableau or similar reporting tools.

About Flexport:

At Flexport, we believe global trade can move the human race forward. That's why it's our mission to make it easy and accessible for everyone. We're shaping the future of a $8.6T industry with solutions powered by innovative technology and exceptional people. Today, companies of all sizes—from emerging brands to Fortune 500s—use Flexport technology to move more than $19B of merchandise across 112 countries a year.

The recent global supply chain crisis has put Flexport center stage as we continue to play a pivotal role in how goods move around the world. At a valuation of $8 billion, we're experiencing record growth and are proud to have the support of the best investors in the game who believe in our mission, solutions and people. Ready to tackle global challenges that impact business, society, and the environment? Come join us.

Worried about not having any logistics experience?

Don't be! Our mission is to make global trade easy for everyone. That's why it's important to bring people from diverse backgrounds and experiences together with our industry veterans to help move the global logistics industry forward.

We know this industry is complex. That's why we invest in education starting day one with Flexport Academy, a one week intensive onboarding program designed specifically to set every new Flexport employee up for success.

At Flexport, our ability to fulfill our mission of making global trade easy for everyone relies on having a diverse, dedicated and engaged workforce. That is why Flexport is committed to creating and nurturing an environment where anyone can be their authentic self. All qualified applicants will receive consideration for employment regardless of race, color, religion, sex, national origin, age, physical and mental disability, health status, marital and family status, sexual orientation, gender identity and expression, military and veteran status, and any other characteristic protected by applicable law.

To learn more about what our tech teams have been up to, head to the Engineering Blog.