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$3,000 - $5,000 Per Month
Full Time Remote
1 month ago
Silver Lining is looking for a proven professional who cares about small businesses and is looking for a full-time, long-term remote job with a fun and fast-growing company. You would be joining our global Customer Experience team - focused on helping small business owners from around the world sign up for our behavior change small business growth program - and then- helping them actually stick with the program and hit their goals! The key to the role is driving the operations team to perform to the highest standards. RESPONSIBILITIES Drive operational excellence Responsible for creating policies and procedures that optimize the customer experience Manage and oversee proactive programs that drive critical outcomes for the Customer Experience team and our customers Define KPIs/success criteria, drive program strategy, measure results, and report outcomes to senior stakeholders Track & report on Key Performance Indicators for customer success to the leadership and executive team Evolve current processes and programs to scale for rapid growth; Identify and implement recommendations for continuous improvement Lead a data analyst, trainer, and operations department to achieve results Drive value for customers Collaborate closely with the Product department to identify and roll-out key customer features Partner with other departmental leaders to further refine the structure, process, systems, and resources to successfully support our customers at scale Take the feedback from other departments and ensure that your team is activated to complete required tasks Drive customer relationships Design and deliver innovative strategies to increase proactive customer engagements Manage the operations department to ensure that customers are being looked after at every point Ensure that systems are processes are in place so that customers are handled with the best service level Ensure that the service we provide is in line with our company values Set up SLA process and ensure that the department is meeting and exceeding defined levels of service Lead a team that coordinates the work of other individual teams and ensure that they are performing to a high standard QUALIFICATIONS & REQUIREMENTS Qualifications - Mandatory MUST be extremely data-driven Minimum of 7-10 years of experience in a leadership role in customer success, client services, or account management; Experience in software/SaaS, technology, or HCM industry strongly preferred Demonstrated track record of excellent customer management/relationship skills as well as innovating, driving change, and influencing decisions for a company of over 200 employees Extensive experience developing and strengthening relationships with customer and internal stakeholders across all functions and levels in the organization and proven ability to work cross-functionally with tech and non-tech teams Experience in defining KPIs/success criteria and using data and metrics to determine opportunities for optimization/improvement Demonstrated history of designing and delivering successful proactive programs that result in measurable business value Leadership or managerial experience in leading teams to deliver an exceptional customer experience Analytical ability to leverage data to drive decisions and recommendations Professional level is written English Has done this function for remote teams and in a global setting SKILLS Excellent verbal and written communication and listening skills The ability to explain complex information clearly and simply Attention to detail for internal systems Good mathematical, financial, and computer skills Plenty of drive, initiative, and motivation, self-motivator An empathetic, honest and trustworthy manner The ability to analyze and research information Data-driven decision making SALARY $3,000 - $5,000 USD/month depending on seniority and experience. PERKS Paid vacation and sick days Company-wide profit-sharing scheme Maternity/Paternity leave
$3,000 - $5,000 Per Month