Director of Customer Success

The Director of Customer Success is a truly customer-centric leader who will build out an empathetic, agile, and results-driven Customer Success team for Opportunity@Work’s marketplace.  They have a track record of ensuring ‘best in class’ service for their clients/customers. 

The Director of Customer Success is the voice of the customer within Opportunity@Work.  They are  responsible for creating a seamless and high quality experience for all customers.  This includes effective customer support for the job seekers and hiring managers throughout their marketplace journey as well as active account management with employers and training providers.  

As the marketplace is a relatively new product, the role requires comfort working across functions in a fast-paced and changing environment.The Director of Customer Success plays a vital role in developing and implementing Customer Success methodologies for our relatively new team; driving processes, yielding customer outcomes, measuring engagement and usage, and supporting on-going adoption. 

The Director is also responsible for hiring, developing, and retaining a highly successful, well-trained Customer Success team to execute the customer journey on our marketplace.  This team currently manages traditional customer support and account management functionalities, but as our customer base grows, this leader will be responsible for evolving the team structure to meet emerging needs.
Department
Opportunity Marketplace
Employment Type
Full Time
Location
Various
Reporting To
SVP, Head of Marketplace

This role's hiring manager:
Komal Kirtikar

Key Responsibilities

Creating the Customer Success experience  
  • Design and implement a Platinum Service Level approach for our customers 
  • Paint the vision for and lead the team through the customer relationship process including on-boarding, support and on-going usage (referrals, returning to the platform, growing the account)
  • Collaborate with the Customer Acquisition team to design the smoothest customer hand-off and account management processes

Advocating for customers
  • Measure and optimize for customer NPS and overall engagement rates
  • Identify root causes and develop solutions for customer turnover
  • Communicate customer insights to the sales, marketing, partnerships and product teams

Building a best in class Customer Success team
  • Hire, manage and develop a high performing Customer Success team to deliver both customer support and account management services to our customers at all altitudes
  • Apply agile mentality to pivot the team as fast as needed to address evolving customer needs
  • Enhance team effectiveness and consistency through improvements in processes and technology
  • Define and establish a system for tracking metrics and budget

Collaborating to set overall marketplace strategy
  • Set Customer Success goals on an annual and quarterly basis 
  • Partner with leaders of Customer Acquisition, Product, Marketing and Strategic Partnerships to incorporate customer learnings into future looking goals and plans
  • Collaborate with Senior VP of Marketplace on overall marketplace growth strategy

Skills, Knowledge & Expertise

  • 5+ years leading a Customer Success team (including traditional Customer Support and Account Management functions) successfully managing multiple levels of direct reports and customer-facing teams in a B2B business model.
  • 3+ years of relevant experience with SaaS or software subscription business models
  • Proven ability to align customer success with sales and product functions 
  • Experience budgeting and forecasting revenue
  • Track record of using data to develop strategies, measure outcomes, identify opportunities, and prevent turnover 
  • Agile problem solver comfortable with ambiguity 
  • Excellent interpersonal, writing and oral communication skills 
  • Experience working for early and growth stage organizations

Compensation and Benefits

  • Compensation:  We believe in equal pay for equal work. Salary for our positions are based on market data and NOT what you’ve been paid before nor your negotiation skills.
  • Healthcare: We pay 100% of your medical, dental, and vision coverage and 50% of the premium for your spouse and/or dependents.
  • Retirement: We match 4% of your salary (up to a maximum of $5,000) annually, and will contribute an additional 1% of your salary, even if you don’t make a contribution.
  • Paid Time Off We value work/life balance and trust our team members to be productive. In service of this, our Responsible Paid Time Off policy does not limit time off.
  • Parental Leave: To help support new parents in the workplace, we offer 12 weeks of paid parental leave.
  • Flexible Work Schedules:  We are 100% remote through 2020 and afterward will continue to offer flexible schedules including partial work from home options.
  • Professional Development: We believe that developing our team members’ skills is a pathway to accomplishing our mission. To this end, we offer you $2,000 annually for the professional development opportunities of your choice.
  • Convivial Office Environment: Casual work attire and a fully stocked kitchen (and ping-pong!)

Accommodations
Accommodations are available for applicants with disabilities in all phases of the application and employment process. 
 
Equal Opportunity
Opportunity@Work is an equal opportunity employer committed to hiring a diverse workforce at all levels of the organization. We value and encourage the contributions of our employees and strive to create an environment where everyone can reach their full potential and drive outstanding results. All qualified applicants will receive consideration for employment without regard to race, national origin, age, sex, religion, disability, sexual orientation, marital status, veteran status, gender identity or expression, or any other basis protected by local, state, or federal law. This policy applies with regard to all aspects of one’s employment, including hiring, transfer, promotion, compensation, eligibility for benefits, and termination. 

About Opportunity@Work

Opportunity@Work is a nonprofit social enterprise with a mission to increase career opportunities for the 71 million adults in the U.S. who do not have a four-year college degree but are Skilled Through Alternative Routes (STARs). 

For STARs, the American Dream has been fading due in part to an “opportunity gap,” in which access to the good jobs required for upward mobility often depends less on people’s skills and more on whether and where they went to college, who they know professionally and socially, or even how they look. 

We envision a future in which employers hire people based on skills rather than their pedigree. We are uniting companies, workforce development organizations and philanthropists in a movement to restore the American Dream so that every STAR can work, learn and earn to their full potential.

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Department
Opportunity Marketplace
Employment Type
Full Time
Location
Various

This role's hiring manager:
Komal Kirtikar
View all opportunities at Opportunity@Work