Senior Director, Sales & Customer Support

Job Description:

Summary

The Senior Director Sales & Customer Support is responsible for driving the growth, customer retention, customer experience, and strategic direction of Ryder's mobile maintenance business. The incumbent provides leadership for business development, sales, account management, customer success, customer support operations, and strategic customer partnerships. This position is accountable for developing and executing a comprehensive go-to-market strategy designed to accelerate revenue growth, increase market penetration, strengthen customer loyalty, and maximize customer lifetime value.

The Senior Director partners closely with Operations, Marketing, Finance, Product Development, and Executive Leadership to ensure alignment between commercial objectives, customer expectations, and service delivery capabilities. The incumbent leads a multi-functional organization responsible for acquiring new customers, expanding existing customer relationships, improving customer outcomes, and delivering best-in-class customer support. This role serves as the owner of the customer lifecycle and is accountable for achieving revenue growth, retention, customer satisfaction, and profitability objectives for the mobile maintenance product line.

Essential

Functions Strategy & Revenue Growth:

• 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 emerging market opportunities, competitive threats, and industry trends to support growth initiatives.
• Ensure execution of commercial strategies that maximize revenue generation and customer retention.

Customer Success & Retention:

• Develop and lead customer success strategies designed to improve customer retention, utilization, and long-term customer value.
• Lead customer engagement initiatives that strengthen customer relationships and improve satisfaction.
• Partner with Operations leadership to ensure service delivery aligns with customer expectations.
• Drive initiatives that improve retention rates and recurring revenue performance.

Sales Leadership & Team Development:

• 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.

Customer Support Operations:

• Oversee customer support teams responsible for customer inquiries, issue resolution, account support, and escalation management.
• Establish service standards and customer communication processes.
• Monitor customer support performance 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.

Strategic Account Management:

• 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…