Redwood Logistics

Customer Support

• Respond to requests, notifications, and inquiries within required timeframes.
• Investigate and resolve issues and inquiries and provide timely updates from initial submission throughout resolution
• Coordinate with subject matter experts for additional training when resolution is unknown to be able to resolve similar requests in the future
• Regularly create or update documentation and training material in the SCS Customer Support Knowledge Base
• Identify, recommend, and implement process improvements to drive efficiency in customer problem resolution.
• Mentor team members in understanding of Redwood Connect and TMS, in communication strategies with customers, and initial triage, troubleshooting, and resolution of issues.

Customer Support Coordinator

Director

• Draft, review, and negotiate complex commercial agreements, including MSAs, SaaS subscription agreements, SOWs, and other strategic partnership contracts
• Collaborate with our GTM (Sales, Marketing and Commercial) teams to facilitate initiatives while protecting companys legal and financial interests
• Provide legal assistance and review on transportation management services engagements and supply chain agreements
• Assist with contract strategy and negotiations for high-value, multi-year client engagements
• Collaborate with our security team on regulatory compliance related to transportation, logistics, data privacy, cyber security, and cross-border data transfers
• Support corporate initiatives including vendor contracting, technology procurement, M&A diligence, and internal governance as needed
• Assist with supervision of a small team of attorneys in the legal department

Director of Commercial Contracts – SaaS Specialization

Sales

• Build and manage a customer pipeline, revenue growth targets and global go-to-market strategies for Managed Transportation opportunities though 100% hunting activities
• Coordinate onsite industry events with certain partners and customer prospects
• Lead strategies and contribute to market facing material aimed at establishing the Redwood brand as the top Managed Transportation option within the industry
• Support and scale the Managed Transportation practice as a SME
• Consistently meet quarterly and annual targets
• Develop proposals and negotiate/close complex contracts
• Work across functional groups within Redwood to ensure the Managed Transportation product is meeting customer demands and requirements to close deals
• Build scalable Sales/GTM motions and programs
• Identify new markets, verticals, and partners to help scale within those segments
• Summarize product feedback gathered from customer and prospect meetings and act as advocate for our customers with internal development and product teams
• Conduct Agile Sales where a consistent sales process is followed along with constant improvement day by day, week by week
• Develop Land and Expand strategies to meet the needs of the customer while allowing for future growth of Redwood Logistics products and services
• Be proficient in Salesforce to update leads, opportunities and real time status of customers
• Ensure a smooth transition from Sales to Account Management
• Analyze data and collaborate with customers, partners and stakeholders to capture feedback understand business needs and build consensus
• Set and measure KPIs that drive key product and business decisions forward
• Maintain up-to-date knowledge of emerging technologies, industry trends, best practices and change management to improve performance and increase profitability
• Work in partnership with other executives regarding cost, value and risk-potential of new projects and products
• Represent Redwood Logistics as a domain and product expert during customer interactions

Director, Strategic Sales – Managed Transportation

Backend Engineer

• Conduct RedwoodConnect training sessions and design workshops
• Gather and translate documented requirements and processes to middleware and integration configuration
• Performs product configuration per the requirements defined
• Thoroughly test Integration per the requirements defined
• Report on daily responsibilities and tasks
• Maintaining and designing new integrations using visual mapping tools including the Altova product suite and other web based tools.
• Perform data transformations using XML/JSON.
• Unstructured and structured data transformations with formats like CSV, TXT, EDI, and other basic data types
• Design and develop process orchestrations using technologies such as RedwoodConnect and other platforms.
• Investigate and recommend solutions to customer concerns, ensuring customer satisfaction
• Recommend, document, and execute new department protocol to better meet planned objectives
• Become a practitioner of Redwood Platform Services best business practices
• Provide technical expertise (i.e. application features, functionality, capabilities, data file requirements, database structure, data migration, etc) on the project at-hand and support the internal team during the life cycle of an implementation project
• Configuring application and functionality based on documented requirements/configuration work books
• Creating and maintaining customer-facing and internal project documentation
• Serve as a support, training, or reporting point of escalation
• Communicating project issues that may impact the project success to the appropriate management
• Working with other team members and client(s) to coordinate deliverables
• Working with project team(s) to resolve data, functional and/or application issues
• Provide post implementation support for existing configurations and processes; advance support as indicated

Technical Architect, Oracle RWD

Data Engineer

• Lead and mentor a team of data engineers, providing guidance, support, and technical expertise
• Collaborate with business and technical leaders to set and execute both strategic and tactical initiatives
• Stay current with emerging trends and technologies in data engineering
• Identify and evaluate new platforms and tools to enhance the tech stack and improve data infrastructure and processes
• Design, develop, and maintain robust data pipelines from various TMS and other data sources
• Design and implement new data structures or extend existing structures to support evolving business requirements
• Ensure the accuracy, reliability, and completeness of data through effective data validation and monitoring processes
• Develop and maintain our Data Vault, Data Warehouse, and Data Marts to deliver key metrics to operational and business stakeholders
• Collaborate with a wide variety of users, including internal stakeholders, executives, clients, engineers, and external vendors
• Improve and harden processes like code deployments, data validation, error handling/alerting, data democratization, and modernizing tech debt

Customer Support Coordinator

Director of Commercial Contracts – SaaS Specialization

Director, Strategic Sales – Managed Transportation

Technical Architect, Oracle RWD

Lead Data Engineer