Manager of Customer Success
Company: Voxie
Location: Boston
Posted on: May 16, 2022
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Job Description:
Meet Voxie
How they describe themselves Voxie is the world's first
conversational commerce platform for B2C brands. We're building the
future of communication by helping brands build meaningful
relationships with their customers through conversation (SMS to
start).
Recently named a Top 10 most innovative technology company, Voxie
is backed by top tier VCs and uber-successful founders from
companies like Salesloft, Pardot, Vonage , and Callrail .
Life at Voxie
A no-BS, bureaucracy-free culture where you're empowered to make
decisions and move quickly - the best gear to do your best work,
including quarterly all company get-togethers and a culture that
invests in helping you level up and grow.
Why You'll Love Voxie
Putting customers first. Win and work as a team in everything they
do. Results-oriented (they work smart). Bias towards action. And
they are eternal optimists. Those are the values that define who
they are and create the foundation of what they're building.
They are venture-backed (launched mid-2018) and since then are
powering conversations for some of the world's largest brands like
Danone, Unilever, Lululemon , and Samsung while helping emerging
brands go to market faster using the Voxie platform.
On a mission to redefine how brands connect with their customers in
meaningful ways that don't involve email spam and canned messages.
This is challenging work but their team of passionate, creative
problem-solvers makes the journey exciting! They are fast-paced,
innovative and collaborative. They prioritize having fun along the
way and empowering their employees to truly do their best work
--- RedBeard's Top Highlights about Voxie
You'll be a part of the early team of a fast-growing company
building an amazing culture with a supportive CEO and teammates who
care
You will work with an incredible cross-functional team who you'll
learn from and teach every day
They're building a rocket ship - you'll get to experience that
first-hand and have a voice in steering our journey
You will hear "Yes! Let's do that!" and then have the ability to
successfully execute your ideas
You will grow more here than anywhere else. That's a promise.
What You'll Bring
You may have achieved the following through 5+ years Customer
Success SaaS management experience with exposure to marketing tech
(or Marketing!)
Be the coach that can lead your team to victory
You love seeing the people around you succeed and you know when to
let them shine. Your success is their success and you are
comfortable being the person behind the curtain making things work.
This is your show to conduct!
The know-how to work "scrappy" You know how to roll up your sleeves
and do what it takes to "make it work".
Be a knowledgeable advisor on all things text-messaging and
marketing
Your team will look to you on staying up to date with the best
practices and trends on how text-based marketing is being used in
industry and how to best strategise the channel within their
client's specific marketing mix. Having this knowledge will help
them escalate to you and push training forward.
A master juggler of projects and priorities
You are able to run several projects and give due care to multiple
projects simultaneously. This includes maintaining your team's
success while also collaborating with other departments to work on
the Voxie value that is recognised by their clients.
Driven to deepen relationships and increase product adoption and
usage
You are passionate to enable your team members help their clients
achieve their strategic goals (which in turn drives usage and
adoption which in turn drives account growth and retention). A
win-win all round.
What You'll Do
Inspire the team of CSMs working with our customers, coaching them
to deliver best-in-class service
Own the engagement, retention, and growth of our portfolio of
customers, specifically: forecasting, save plays for risky
customers, and strategies to help the team meet its retention
goals
Strong understanding of your team's customers and their problems,
spotting trends and developing insights to share with the broader
customer experience team
Work with CSMs to understand business needs and objectives, craft
appropriate strategies, and identify/implement campaigns to help
achieve customer goals
Execute processes and programs to improve customer engagement and
adoption to mitigate customer risk and drive value
Serve as a point of escalation for customer issues, and work
directly with customers, CSMs, and support to ensure resolutions
are met
Meet with key leaders in our customers' companies to help increase
value, retention and expansion
Analyze key performance indicators, leveraging tools such as
SalesForce.com, Salesloft Conversation, and ChurnZero to gauge
customer health on a daily, weekly, and monthly basis
Provide active coaching, development, and feedback to CSMs
utilizing hard metrics derived from dashboards and reports
Provide active coaching and prep for CSMs in live call and onsite
meeting environments
Collaborate cross-functionally with Sales, Support, Product,
Marketing, and Engineering to better support customers
Assist with and inform on staff compensation, hiring, and
promotions
Analyze customer and team performance data to make informed
decisions about operational and procedural changes
Partner with CX leadership on the greater vision and strategy for
the CSM team, proactively identifying areas for innovation and
improvement to help drive significant and sustained year-over-year
growth
What's In It For You
Unlimited PTO and Sick Days
100% of employee health, dental, vision insurance premiums
covered
Flexible schedule and remote work + hybrid
Work from home stipend
Monthly team lunches and happy hours
Very fun start-up culture
Braggable Swag
Generous paid family leave
Also included in Health Benefits Program: Flexible Spending
Account, Health Savings Account, Health Advocacy, Virtual
Health.
Keywords: Voxie, Boston , Manager of Customer Success, Executive , Boston, Massachusetts
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