About the Team:
We're simplifying the chaos of the events industry through powerful, easy-to-use technology. We're a self-proclaimed mix of "events nerds" and "technology nerds", but mostly we're all passionate problem solvers who are dedicated to empowering our users. We've been voted DC's Best Startup and were called one of "DC's Coolest Places to Work" in 2020. We're at an exciting time in our company's growth, and are looking for our next rockstar, values-driven teammate....could that be you?
About the Role:
Goodshuffle Pro is seeking a Manager of Customer Success to handle a wide range of responsibilities, with the primary focus of managing customer onboarding, driving product adoption, and mentoring the customer success team. You'll be responsible for driving improvements in the techniques and language used by our support team and onboarding specialists, while simultaneously building automated and self-serve education routes for seamless, hands-off product adoption.
Primary Responsibilities Include:
Mentoring the team via structured coaching and leading by example. The right candidate for this role does not shy away from jumping in on all parts of the customer success journey (answering chat, leading trainings) as an individual contributor and rockstar example of each role.
Becoming the ultimate expert on the Goodshuffle Pro software, as well as our internal tech stack (Hubspot, Intercom), to lead internal understanding of our product and tools.
Oversee the entire onboarding process for new customers, beginning to end - from sales handover to customer training and set up, ensuring new customers are onboarded quickly and efficiently.
Design and implement scalable education programs that cover a wide array of mediums, including video, help articles, product tours, quizzes and more.
Develop impactful relationships with our marketing and sales leaders to leverage existing client knowledge, content, and overall collaborative approach in making clients successful.
Work closely with leadership to ensure quarterly goals are met or surpassed including key KPIs such as health scores, lost trialist rates, and time to implementation.
Maintain an exceptional level of customer satisfaction as measured by CSAT and NPS scores.
Ensure employee happiness through clear team goals, coaching and development to improve team member performance, and preparing team members for future roles.
Must Haves
Bachelor's degree
Minimum of 4+ years in SaaS Customer Success
Minimum of 2+ years in Training and Support/Education
Experience developing & optimizing learning content, including content roadmaps, effectiveness metrics and certification program development
Excellent written communication skills, with a particular knack to distill complex things into approachable ones
Strong analytical skills (can you balance individualized people skills with data-driven decision making?)
Ability to learn new technology quickly and thoroughly (and a passion for ongoing learning in life)
Easily adjusts, evolves and thrives in the face of changing circumstances ;open to changes in tasks, roles and processes
Remains calm, composed and understanding in the face of challenges or delays
A willingness to tackle new challenges, adapt to frequent changes, and take on a wide array of tasks with gusto
Nice to Haves
Events, sales, enablement, or teaching experience (in any capacity)
Experience working with or owning a small or medium sized business (SMBs)
Experience with any of the following tools: HubSpot, Intercom, Asana, Google Suite, Fullstory, JIRA, Mixpanel
Benefits:
Full Health Care (including Dental, Vision, HSA, FSA, LTD, AD&D)
Unlimited PTO
401k (with matching)
Commuter Benefits ($100/mo)
WFH Flexibility (dependent on tenure and target hitting)
Passionate, caring, and enthusiastic coworkers (We've been called one of DC's best places to work!)
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