Customer Relations Supervisor

About DAT

DAT is an award-winning employer of choice and a next-generation SaaS technology company that has been at the leading edge of innovation in transportation supply chain logistics for 44 years. We continue to transform the industry year over year, by deploying a suite of software solutions to millions of customers every day - customers who depend on DAT for the most relevant data and most accurate insights to help them make smarter business decisions and run their companies more profitably. We operate the largest marketplace of its kind in North America, with 227 million freight posts in 2021, and a database of $126 billion of annual global shipment market transaction data. We have co-headquarters in Portland, OR and Denver, CO, and additional offices in MO, TX, and Bangalore, India. For additional information, see www.DAT.com/company.

The Opportunity

DAT is looking for a Customer Relations Supervisor to join our Customer Success team in Beaverton, OR.

As the Customer Relations Supervisor you’ll take a leadership role on the team that drives customer success and customer retention at DAT. By gathering and analyzing data about the customer experience you’ll offer insights that contribute to optimal productivity, profitability, and enhanced relationships with customers.

DAT provides employees with a Hybrid work environment.

Candidate Profile

• Big picture thinker, with the focus to manage all the details for exceptional execution.
• Experience developing innovative solutions and streamlining processes.
• Adept at thriving in a multi-tasking, fast-paced environment and culture.
• A professional and proactive leader.

What You’ll Do

• Manage the Customer Success team with a focus on team success, and individual growth and development.
• Consistently champion opportunities to improve the DAT experience for customers.
• Develop systems and processes that drive customer retention, reduce churn, and increase customer satisfaction.
• Evaluate and analyze the team's interactions to understand the customers' evolving needs.
• Map the customer journey and identify opportunities for improvements.
• Guide the team in effectively resolving client issues, while handling any escalations.
• Develop listening points in the customer journey, define segmentation of customer base and varying strategies, and identify opportunities for continuous improvement.
• Monitor and manage usage metrics.
• Test new strategies for driving customer value.
• Continually review and evolve the processes that DAT uses to track, organize every interaction between the customer and the Customer Success Managers throughout the lifecycle.
• Provide regular feedback and coaching so the Customer Success team meets its goals.
• Contribute to the growth and development of individuals through regular one-on-one meetings, and reviews; manage timesheets; develop performance plans as necessary.

The Skills and Experience You’ll Bring

• 3+ years of experience in a directly related business role, such as customer success, customer service, or sales.
• 1 to 2 years of supervisor or management experience.
• 2+ years of experience with CRMs (Salesforce preferred) and Knowledge Management methodologies.
• Strong interpersonal skills. Strong communication and presentation skills, along with an ability to work with a broad range of clients. 
• Excellent cross functional relationship building skills, as you will be interacting with others throughout the company to advocate for customer needs.
• Tech-savvy. Ideally a background in a SaaS environment.
• Strong consultative approach with all levels of management.
• Bachelor’s degree a plus.

DAT embraces the value of a diverse workforce, and believes it is a core strength of our company that we encourage those values in every DAT employee, at every level of our organization, regardless of tenure or rank. We provide equal employment opportunities (EEO) to all employees and applicants without regard to race, color, religion, gender, sexual orientation, gender identity or expression, national origin, age, disability, genetic information, marital status, amnesty, or status as a covered veteran in accordance with applicable federal, state, and local laws.

Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities

The contractor will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with the contractor’s legal duty to furnish information. 41 CFR 60-1.35(c) <#LI-DM1>