FourKites, Inc.

Customer Success Manager

• Development and manage a team of Customer Success Managers
• Build and cultivate relationships with customer executives and champions of strategic accounts and serve as an escalation point for client conflict resolution as necessary
• Partner with Customer Enablement to ensure CS Playbooks are being advanced based on our business growth and maturity
• Provide direction, coaching and feedback to CSMs around day-to-day execution of CS Playbooks
• Detailed management routines around account planning, business objectives, risk mitigation, and customer expansion
• Understand and mitigate account risk and escalate to dependent functions as necessary
• Enable Customer Growth Account Executives, Renewals Manager and CSMs to strategize on renewals and expansion opportunities
• Hire, onboard, and develop team members to progress their career at FourKites
• Contribute and lead a culture of customer success
• Collaborate with other FourKites leaders to ensure one team approach to meet and exceed customer expectations
• Approximately 25% travel for client site visits

Senior Manager, Customer Success

Product Manager

• Track and analyze feature adoption, engagement, and retention KPIs for OTR and core visibility products
• Identify friction points and adoption gaps through usage data, customer interviews, and feedback loops with Customer Success and Sales
• Build and prioritize a backlog of targeted product enhancements that drive measurable improvement in customer stickiness
• Support roadmap planning alongside senior PMs, contributing well-reasoned prioritization recommendations
• Work hands-on with product analytics platforms (Pendo, Mixpanel) and write SQL queries to independently explore feature usage and customer behavior
• Build and maintain dashboards and reports that track adoption trends across customer segments
• Translate quantitative findings into clear product hypotheses and actionable backlog items
• Partner with Data Science and Engineering on instrumentation improvements and event tracking
• Participate in customer onboarding calls, QBRs, support escalations, and discovery sessions to develop a ground-level understanding of shipper workflows
• Work with Customer Success Managers to surface systemic product gaps and recurring pain points
• Champion the voice of the customer in internal planning and sprint reviews
• Collaborate with Engineering and Design through scoping, development, and post-launch monitoring
• Support Product Marketing with onboarding materials, release notes, and adoption playbooks
• Contribute to presales conversations and market requirement gathering alongside Solutions teams

Associate Product Manager

Full-stack Engineer

• Develop, test and maintain Java backend applications
• Write clean, efficient, and well-documented code
• Design and implement data models and database schemas
• Collaborate with the frontend team to integrate the backend with the user interface
• Perform code reviews and ensure code quality standards are met
• Troubleshoot and debug applications
• Work with the DevOps team to deploy and manage applications in production
• Continuously learn and stay up-to-date with new technologies and industry trends

Senior Software Engineer

Implementation Specialist

• Architect end-to-end integration solutions for complex enterprise environments spanning ERP (SAP, Oracle, Blue Yonder, Manhattan), OMS, WMS, TMS, and YMS platforms, working directly with customer technical teams to translate business problems into implementable designs
• Design and build data pipelines (batch and streaming) using messaging infrastructure and event-driven architectures that enable real-time supply chain data flow at enterprise scale
• Build, extend, and optimize agentic AI workflows using LangGraph, LangChain, and related frameworks, integrating LLM-powered automation into customer-facing supply chain operations
• Design microservices architectures for integration layers: API gateway patterns, service decomposition, inter-service communication, containerization (Docker, Kubernetes), and cloud-native deployment on AWS, Azure, or GCP
• Develop and maintain APIs (REST, GraphQL) and integration middleware connecting customer enterprise systems to the FourKites platform
• Own technical proof-of-concepts for new integration patterns, AI-powered workflows, and platform capabilities, taking them from prototype to production-ready
• Define reference architectures and reusable integration patterns that scale across customers, covering traditional EDI/file-based integrations (X12, EDIFACT, flat file, SFTP/AS2) through modern event-driven and AI-augmented approaches
• Establish engineering standards for data quality, observability, error handling, retry logic, and scalability across all customer integrations
• Drive technical decisions on integration approach selection: real-time streaming vs. batch ETL, synchronous vs. asynchronous patterns, push vs. pull models, grounded in customer system constraints and business requirements
• Evaluate emerging technologies and integration patterns, building team capability in AI/ML engineering, cloud-native architectures, and modern data infrastructure
• Build and maintain trusted-advisor relationships with technical and executive stakeholders at strategic accounts, spanning the full lifecycle from initial scoping through production optimization
• Provide solutions architecture consultation during pre-sales: scoping complex integration and AI agent deployments, identifying technical risks, sizing effort, and translating platform capabilities into customer business value
• Partner with R&D Teams to shape the platform roadmap based on field experience, advocating for integration-layer and AI capability improvements grounded in real customer implementation data
• Contribute to external thought leadership: reference architectures, technical blog posts, conference presentations, and customer-facing best practice documentation
• Serve as the senior escalation point for the hardest integration and AI engineering challenges, both internal and customer-facing
• Mentor customer engineers (onshore and offshore) through design reviews, code reviews, pairing sessions, and architecture walkthroughs, raising the technical bar across the team
• Lead by building: prove out new approaches hands-on before asking the team to adopt them
• Define and track integration quality and engineering productivity metrics

Principal Engineer, Customer Engineering

Account Executive

• Exceed assigned quota on a quarterly and annual basis
• Increase ARR for existing accounts while securing profitable revenue for new customers
• Develop trusted partnership relationships across various divisions and at various levels across assigned accounts
• Coordinate account strategies for assigned prospects/customers including action plans outlining how Account Executive, supported by broader team, will achieve their commercial objectives
• Facilitate stakeholder mapping plans for all key accounts outlining key Supply Chain targets across the enterprise along with strategies for establishing relationships
• Engage with Value Delivery team to understand customer’s SOP’s, map FourKites solutions to them and codify the value that our solutions can deliver
• Work with Regional Sales VP, Services, Product personnel etc. to coordinate pricing strategies that will drive profitable growth for assigned accounts
• Closely work with assigned CSM (Customer Support Representative) team to ensure alignment and ongoing collaboration regarding strategic account objectives
• Leverage SDR personnel (inside sales) to complement outreach efforts with assigned customer targets.
• Clearly communicate “go to market” strategic efforts for assigned accounts and ensure that all supporting stakeholders across the enterprise are aligned with the AE’s plans for subject account
• Leverage FourKites’ internal AI tools to maximize productivity and improve customer facing activities.
• Update Salesforce on a regular basis (no less than weekly) to ensure all qualified deals and target accounts are regularly updated with appropriate deal specifics (action plans, close dates, revenue etc.) and account plans and strategies

Strategic Account Executive

• Author detailed user stories, acceptance criteria, and feature specifications for capabilities such as safety stock threshold configuration, order-at-risk dashboards, and AI-assisted stock transfer recommendations.
• Translate ambiguous customer requirements into structured, engineering-ready backlog items with clear scope boundaries.
• Own sprint-level backlog grooming in collaboration with the engineering manager, ensuring tickets are well-defined and prioritized before each cycle.
• Conduct structured discovery sessions independently with supply chain planners, procurement leads, and operations teams.
• Synthesize raw customer feedback, field notes, and survey data into prioritized problem statements and product hypotheses.
• Maintain a continuous feedback loop with pilot customers during early rollouts, identifying adoption gaps and surfacing them as actionable product improvements.
• Own integration requirement specifications — defining how data from ERP systems (SAP, Oracle), warehouse management systems, and demand planning tools flows into FourKites via flat-file SFTP, API, and EDI.
• Work with Solutions Engineering to validate integration feasibility, data freshness requirements, and schema mapping during pre-sales and onboarding.
• Identify and escalate data quality risks that could compromise dashboard accuracy during early customer deployments.
• Partner closely with engineering, design, and Solutions Engineering throughout the feature lifecycle — from discovery through general availability.
• Coordinate with Customer Success during pilot rollouts to ensure smooth adoption and capture post-launch learnings.
• Support pre-sales activities by providing product clarity on capabilities, integration requirements, and roadmap direction.