Senior Director, Sales & Customer Support

Ryder Supply Chain Solutions • USA - Remote FL, TN

13d • $160,000 - $180,000

About The Position

The Senior Director, Sales & Customer Support drives growth, customer retention, customer experience, and strategic direction for Ryder’s mobile maintenance business. The role provides leadership for business development, sales, account management, customer success, customer support operations, and strategic customer partnerships. It owns the customer lifecycle and is accountable for revenue growth, retention, customer satisfaction, and profitability objectives for the mobile maintenance product line.

The Senior Director develops and executes a comprehensive go-to-market strategy to accelerate revenue growth, increase market penetration, strengthen customer loyalty, and maximize customer lifetime value. The role works closely with Operations, Marketing, Finance, Product Development, and Executive Leadership to align commercial objectives, customer expectations, and service delivery capabilities. It leads a multifunctional organization focused on acquiring customers, expanding existing relationships, improving customer outcomes, and delivering customer support.

The position develops sales and business plans, leads customer success and support operations, manages strategic accounts, and supports commercialization and expansion of products and services. It also leads strategic growth initiatives and special projects, represents Ryder at major customer, industry, and association events, and supports acquisitions, integrations, and business transformation as required.

Requirements

• Bachelor’s degree in Business, Marketing, Sales, Logistics, Supply Chain, or Transportation.
• At least 10 years of demonstrated successful sales management experience.
• Knowledge of the transportation and food industries, including expert knowledge of general principles and logistics of freight movement.
• Advanced knowledge of competitive analysis, strategizing, and execution.
• Advanced knowledge of negotiation tools and techniques.
• Advanced knowledge of financial elements, including balance sheets, cost of capital, depreciation, and tax reporting.
• Advanced knowledge of the Ryder Sales Process and Ryder products and services.
• Ability to lead large, geographically dispersed teams and organizations.
• Ability to develop and implement long-range growth strategies.
• Proven ability to deliver sustained revenue and profitability growth.
• Ability to establish and maintain executive-level customer partnerships.
• Strong financial, operational, and commercial decision-making capabilities.
• Strong negotiating, influencing, and relationship-building skills.
• Excellent verbal, written, and presentation skills.
• Ability to lead organizational change and business transformation.

Nice To Haves

• Master’s degree in a related field or equivalent experience.
• Ability to leverage data insights to drive business performance.
• Advanced knowledge of proprietary Ryder software and tools, including SOM, SAM, Options, LVO, LVL VP97, D&B, and RIDE.

Responsibilities

• Develop and execute the strategic sales plan for the Mobile Maintenance business to achieve revenue, profitability, and market share objectives.
• Lead national business development efforts focused on new customer acquisition and strategic account expansion.
• Establish sales objectives, forecasting processes, pipeline management disciplines, and performance metrics.
• Evaluate market opportunities, competitive threats, and industry trends to support growth initiatives.
• Execute commercial strategies that maximize revenue generation and customer retention.
• Develop and lead customer success strategies to improve retention, utilization, and long-term customer value.
• Lead customer engagement initiatives to strengthen relationships and improve satisfaction.
• Partner with Operations leadership to align service delivery with customer expectations.
• Drive initiatives to improve retention rates and recurring revenue performance.
• Recruit, develop, coach, and lead a high-performing sales and customer support organization.
• Establish performance expectations and accountability measures aligned with business objectives.
• Drive talent development, succession planning, and leadership capability building.
• Create a high-performance culture focused on customer outcomes, growth, and accountability.
• Lead organizational effectiveness initiatives that support business expansion.
• Oversee customer support teams responsible for inquiries, issue resolution, account support, and escalation management.
• Establish service standards and customer communication processes.
• Monitor customer support indicators, including response times, resolution effectiveness, and customer satisfaction.
• Drive continuous improvement initiatives that enhance the customer experience.
• Ensure consistent execution of support processes and customer care standards.
• Build and maintain executive-level relationships with Ryder’s largest and most strategic mobile maintenance customers.
• Lead contract negotiations, renewals, and strategic partnership discussions.
• Identify opportunities to expand services and strengthen customer relationships.
• Serve as executive sponsor for key accounts and critical customer initiatives.
• Support cross-functional efforts to maximize customer growth and profitability.
• Partner with Marketing, Product Management, and Operations to support commercialization of new products and service offerings.
• Evaluate customer feedback and market intelligence to influence product strategy.
• Lead initiatives to increase market awareness and customer adoption.
• Identify opportunities to improve competitive positioning in the mobile maintenance market.
• Develop annual business plans, budgets, and revenue forecasts.
• Monitor performance against financial objectives and implement corrective actions as needed.
• Optimize sales investments and selling resources to maximize return on investment.
• Support strategic planning initiatives and business reviews.
• Lead strategic growth initiatives and special projects.
• Represent Ryder at major customer, industry, and association events.
• Support acquisitions, integrations, and business transformation initiatives as required.
• Perform other duties as assigned.

Benefits

• Medical insurance
• Prescription insurance
• Dental insurance
• Vision insurance
• Life insurance
• Disability insurance
• Paid time off for vacation, illness, bereavement, family, and parental leave
• Tax-advantaged 401(k) retirement savings plan
• Position may be eligible for an annual bonus, commission, and/or long-term incentive plan depending on level and type

What This Job Offers

• Job Type: Full-time
• Career Level: Senior