Who we are

At Zinier, we are targeting the 2.7 Billion Deskless Workers in the world. We enable these Deskless Workers to achieve greater success for themselves and the world around them. Guided by a deep understanding of their needs, we design software experiences that enable every Deskless Worker to excel in the field and keep the world up and running.

We are a global team headquartered in Silicon Valley with locations in London, Lisbon, Capetown, Mexico City, Singapore and Bangalore, and leading investors including Accel, ICONIQ Capital, Founders Fund, Newfund Capital, NGP Capital, Tiger Global Management and Qualcomm Ventures LLC.

What we're looking for

If you get excited about onboarding, nurturing and growing enterprise clients; if you excel at converting code talk into business value discussions; if you want to grow your career in a venture-funded Silicon Valley tech company - you have come to the right place. We would like to meet you.

We are looking for a top-notch Customer Success and Delivery Senior Manager (CSDM)who will be responsible for rolling out Zinier’s innovative Field Service Platforms to our enterprise customers worldwide. As a key member of the team, you will be utilizing your outstanding project management, technical and client engagement skills to deliver the solution on time and on budget to the customer.

What you can look forward to

• Get exposed to the latest technology constructs such as low code, platform solutions and AI in field service
• Becoming a business owner balancing customer goals, revenue and margin in both implementation and post launch projects
• Work with business and IT stakeholders to accelerate time to value on implementation projects
• Work with diverse stakeholders such as Solution Architects, India development teams to ensure on time launch of projects
• Understanding Zinier products in order to influence product development plans and schedules
• Collaborating with Zinier Sales and Business Development team to present our solution in a comprehensive and compelling way to win business
• Presenting regularly to the customer and Zinier stakeholders on the status of the project

What you’ll bring to the role

• 5-8 years of software integration project experience in technology or Software as a Service (SaaS) industries.
• Track record of success delivering complex, x-functional projects with mid market to enterprise customers
• Drive customer discussions in key areas such as customer journey mapping, requirements management, acceptance testing to launch leveraging other team members such as solution architects, engineers as needed.
• Regular solution demos and be comfortable responding to high level technical and functional questions
• Strong desire to be a business owner of your customers to balance revenue, costs and margin across a book of business.
• Experience with Agile software development methodologies
• Detail oriented and comfortable planning and tracking projects via Smartsheets, Jira or other modern project management tools
• Communication and comprehension of technical issues when working with the customer and our engineering teams
• Comfortable multitasking on several simultaneous projects
• Strong interpersonal and written and communication skills
• Open and highly collaborative mentality.
• Travel to customer sites 10-20% of the time once Covid restrictions are lifted
• Experience working in a start-up or entrepreneurial environment is highly desirable
• Hunger, Hustle, Honesty, Humility

Full time vacancy – Customer Solutions Specialist

eDriving is looking for talented and driven Customer Solutions Specialist to provide product support to our diverse and global client base. 

We are seeking candidates with written and verbal fluency in one or more languages to include Spanish, Portuguese, Arabic and Dutch in addition to English.

With the highest level of customer care, your key responsibilities will include:

• Proactively respond to incoming enquiries from all channels including phone, email and online chat;
• Follow working protocols to identify user need and troubleshoot;
• Address client concerns in a timely manner, including follow-up;
• Coach customers, being proactive to ensure proficiency in eDriving tools;
• Conduct data entry, audits, reporting, and compliance related to drivers and fleet accounts;
• Proactively develop relationships with clients and provide comprehensive customer service support, working closely with CSM.

This will be a permanently remote position based in the UK, working closely with a team distributed across the UK, Europe and US. There may be an occasional need to travel to eDriving office locations in order to attend company events.

Our ideal candidates will have;

• Excellent people skills via chat tools, email and over the phone;
• A thorough and methodical approach to problem solving;
• The ability to follow procedures;
• A good understanding of MS Office Suite (Word, strong Excel, Outlook);
• Previous experience within a service helpdesk environment and use of a ticketing system. Relevant industry experience is an advantage

There is a requirement for some weekend and evening work, and this will be discussed in more detail during the recruitment process.

We offer a competitive salary, friendly working environment and the chance to work in a progressive business with a good career structure. In-role training and development will be provided.

Due to the nature of the business, the candidate offered the role will be required to complete a Disclosure and Barring Service (DBS) check. 

Why eDriving?

eDriving is a global provider of driver safety solutions. Our patented program, Mentor by eDriving, helps organisations reduce collisions, injuries and total cost of ownership by influencing safer driver attitudes and behaviours. 

With clients like Nestle and Johnson & Johnson, eDriving is the partner of choice for many of the world’s largest and safest commercial driving fleets. Established for over 23 years, eDriving supports over one million drivers in 96 countries. eDriving’s research-validated solutions have been recognised by 90+ client and partner awards.  

To see more about what we do and where we operate visit: www.edriving.com

To Apply

Please send us your CV and a covering letter setting out the experience and skills that you can bring to the role along with your salary expectations

Customer Experience Associate, Resolutions – Brilliant Earth

Brilliant Earth is one of the fastest growing e-commerce jewelers in the world, and a global leader in ethically sourced fine jewelry. Founded in 2005, we have been featured in Time, The Knot, Forbes, and Refinery29, among many other media outlets. We are a group of dedicated team members with a common goal of creating a more sustainable, transparent, and compassionate jewelry industry.  

We are searching for bright and passionate people who are excited to make an impact from day one and grow with the company to take on greater responsibility over time. We are hard-working team players that welcome challenges and rise to any occasion. Our community of collaboration, respect, and encouragement is fostered by frequent team events, cross-departmental meetings, and celebrating our wins, big and small. Brilliant Earth team members bring a top-notch attitude and a willingness to help each other grow. For more insight into our work environment and culture, and to hear from our employees, check out our profile on the Muse!   

Everyone at Brilliant Earth has a voice – we want to hear yours! If you are interested in growing with Brilliant Earth, send us a resume and cover letter letting us know why you are interested in joining our mission and our team. Please include a sentence about your favorite shape of diamond. 

About the role:   

Our Customer Experience team is dedicated to providing an exceptional experience for every Brilliant Earth customer. The Customer Experience Associate, Resolutions, will be responsible for finding solutions for customers who are requesting additional assistance beyond the scope of our Customer Experience, Sales team. You will act as both a customer and Brilliant Earth brand advocate, working to craft creative solutions to ensure every client receives a luxury experience, above and beyond their expectations. As a member of this team, you will work cross-functionally with our Customer Experience and Operations teams in order to achieve solutions for escalated customer inquiries. You will share your learnings from customer interactions with cross functional partners, including senior leaders across the organization, for continuous improvement of our customer experience and operational processes. As a member of this team, you will be able to share in the happiest moments in our customers’ lives and have a clear impact on our company growth.  

The ideal candidate for this role can work a Sunday - Thursday schedule. 

What you’ll do: 

• Provide solution-oriented service to Brilliant Earth customers, with a focus on exceptional luxury experiences 
• Actively respond to customers who have requested to escalate an issue or speak with a manager, via email and phone communication channels 
• Creatively resolve problems, working collaboratively with cross-functional partners 
• Create memorable and personalized experiences for Brilliant Earth customers by providing support and responding to escalated customer inquiries 
• Utilize sales and customer service strategies, and forward-thinking problem-solving techniques to assist and guide customers toward appropriate solutions 
• Proactively manage review sites, including working to uphold strong ratings on public review sites, such as Yelp. 
• Coach sales associates through escalated customer situations, to ensure that the team is using appropriate strategies to solve customer issues 
• Contribute FAQs and scripts to our Sales Knowledge Base, in order to streamline solutions to commonly occurring issues 
• Recommend changes to polices, processes, and customer communication that you believe will improve the customer experience, acting as a customer advocate with cross-functional partners 
• Maintain demonstrated responsibility and accountability for meeting individual and team goals in a metrics and goals focused environment. 

You’re a great addition if you have: 

• A Bachelor’s degree or equivalent, preferred 
• 3 – 5 years of experience in an escalations- or resolutions-focused customer facing role 
• Robust customer service skills and experience working in an ecommerce or retail environment 
• A dedicated desire to connect with customers, solve problems, and create lasting positive experiences with each customer interaction 
• Ability to creatively problem solve, while adhering to company policy and procedure 
• A focus on data-driven solutions and working cross-functionally toward continuous improvement 
• Excellent, professional verbal and written communication 
• Strong attention to detail 
• Robust computer and systems skills – experience with a CRM system or customer focused channel software system required, Microsoft Excel skills preferred 
• An ability to adhere to and implement security policies and procedures regarding high value products 
• Ability to think critically and adapt quickly in a flexible work environment 
• Exceptional time management skills and accountability 
• A team-oriented mindset with an ability to work collaboratively 
• An eager to learn attitude and desire to grow in a dynamic work environment 
• An interest in socially and environmentally responsible organizations and products 

Brilliant Earth offers a competitive, robust benefits package. As a full-time Brilliant Earth employee, you can choose to enroll in medical, dental and vision insurance plans, 401(k) plan with matching contribution, and commuter benefits. We offer paid parental leave, paid time off, and an employee discount on our products. Employees of Brilliant Earth have access to an Employee Assistance Program which includes mental health counseling, and can participate in regular wellness events led by the culture team.

Brilliant Earth recognizes the value of diversity and inclusion on our team, as we work together to reinvent fine jewelry in a thoughtful and modern way. At Brilliant Earth, we celebrate each other – our successes, the lessons along the way, and the unique perspectives each individual brings to our team. It is our intent to maintain a work environment and hiring process which is free of harassment or discrimination because of sex, race, religion, color, national origin, physical or mental disability, genetic information, marital status, age, sexual orientation, gender identity, military service, veteran status, or any other status protected by Federal, State or local laws. We are committed to complying with all Federal, State and local laws providing Equal Employment Opportunities, and all other employment laws and regulations.

About the Role:

As a Customer Success Manager, you will work with our clients to drive retention, renewals, adoption, customer satisfaction, and growth. This is a high-profile customer-facing role requiring outstanding relationship management skills as well as strong technical acumen. You will work with a variety of users within our hotel and hospitality partners to achieve a successful transition from deployment through ongoing account management. The ideal candidate is hands-on and results-oriented, with strong communication and problem-solving skills.  A desire to immerse yourself in leading mobile, cloud and analytic solutions will serve you and your clients well.

Please note this job is for candidates based in the U.K. Only. 

Responsibilities

• Responsible for the setup of new customers and for managing a portfolio of client accounts to foster long-term business relationships
• Launch and train new customers globally, but primarily focused on Europe and Asia
• Deliver a proactive customer contact strategy to drive renewals, product adoption, training, and revenue growth
• Onboard new customers by training new users onsite in order to start all relationships with a strong foundation
• Act as an escalation point to drive resolution to client issues/concerns  in a timely, proactive manner
• Identify at-risk renewals and deliver on customer remediation plans
• Monitor customer health to track usage and customer satisfaction
• Become the customer advocate to drive cross-functional teams across development, product management, and support

Requirements

• Located in Europe
• 50-70% Travel
• Bachelor’s degree
• 4+ years of customer facing experience
• Excellent organizational, presentation and communication skills
• Strong written and verbal communication skills
• Experience working in a hotel or other hospitality organization
• Great communication, listening, and writing skills
• Ability to problem solve and resolve client issues
• Detail oriented and analytical
• Strong team player, but possesses a self-starter mentality
• Ability to organize and prioritize activities and project work

About ALICE:

ALICE is the leading all-in-one hospitality operations platform that enables hotel staff to do their most impactful work without all the guesswork. Task management, real-time communication, and operational analytics reduce the complexity and chaos of hotel operations providing the transparency and flexibility needed to run efficiently. Founded in 2013, ALICE works with more than 2,500 hotels and tens of thousands of hotel staff across many of the world’s leading brands, including Marriott International, Hilton Hotels & Resorts, Graduate Hotels, and Grupo Posadas. ALICE is a Top 10 Best Places to Work in Hotel Tech by Hotel Tech Report in 2021, winner of Best Concierge Software, a Top 10 People's Choice Software and Finalist for its Preventative Maintenance Software, Housekeeping, and Staff Collaboration Tools, at the 2021 HotelTechAwards. https://www.aliceplatform.com/ 

Compensation and Benefits:

• Competitive Salary
• Flexible Time Off
• Wonderful Office and Remote Environment
• Team Events

You will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability, age, or veteran status.

Role Summary

• Minimum five  years of work experience with demand and capacity management, preferably in a professional services environment
• Experienced with dashboards / reporting solutions for assessment results and remediation progress 
• Ability to analyze and document a situation/scenario and propose options, recommendations and cost impact
• Highly organized and efficient in managing competing priorities  
• Confidence in dealing with staff, managers and partners across the firm
• Experience in customer service and/or operational management
• Capable of strategic thinking and of building strategic plans and putting them into action
• Excellent client engagement and stakeholder management skills
• Good knowledge of regional issues and structures, ability to work with people from many different cultural backgrounds
• Extensive and consistent experience in delivering complex projects throughout lifecycle. Ability to manage multiple processes and projects at once and utilize project management skills to drive work forward

Responsibilities

• Actively coordinates with various business functions to determine demand and timing for IPG Solution Review Services
• Responsible for intake and processing of forms, ensuring the forms contain the information required for a thorough review, coordinating with other groups as required
• Manages SAR (Security Assessment Report) and ATO (Authority To Operate) processes including publication, emails, updating tracker, and updating portal with appropriate documents
• Assigns work to Security Analysts based on function and skill set, including load balancing when required
• Follow-up for plan of action and milestone items (POA&M) and authority to operate items (ATO) on a regular schedule (at least one follow-up per month), collecting evidence of remediation

Technical Skills

• Excellent verbal and written communication skills
• Characteristics of a forward thinking and self-starter that thrives on new challenges and adapts quickly to learning new information
• Synthesize analysis, document end-to-end workflows, develop future state service process scenarios and propose options, offer optimization recommendations for discussion
• Data-driven analytics thinker, prior experience with using BI insights to form recommendations
• Ability to manage multiple engagements on multiple projects
• Ability to prioritize and organize effectively with an attention to detail
• Strong interpersonal skills and the ability to build and maintain relationships
• Ability to collaborate cross functionally with teams to bring forward solutions to customers
• Ability to manage deadlines and gauge adjustments when necessary
• Ability to collect, record and analyze feedback from customers and parties across the organization
• Ability to understand service workflows, champion supporting tools, and ensure team and client adherence to both.
• Organize and run team and client status meetings. Very detail oriented with thorough meeting minutes and strong task and schedule management abilities.
• Excellent written and verbal communication skills with the ability to document and communicate to all levels in organization. Comfortable working across business and technical teams
• Manage client relationships and understand when escalations are needed. Ability to anticipate and drive to solutions and recommendations, as needed. Strong analytic, problem-solving and conflict resolution capabilities
• Ability to handle stressful situations with perseverance and professionalism
• Proficiency with Excel, MS Office suite, MS collaboration tools such as Teams; Visio, BI tools.

Overview

PDI helps convenience retailers and petroleum wholesalers thrive through digital transformation and enterprise software that enables them to grow topline revenue, optimize operations and unify their business across the entire value chain. 

Over 1,500 customers in more than 200,000 locations worldwide count on our leading payments, marketing & insights cloud, ERP, logistics, fuel pricing, and security solutions to provide insights that increase volume, margin, and customer loyalty, all while connecting the digital ecosystem and protecting data. For more than 35 years, our comprehensive suite of solutions and unmatched expertise have helped customers reimagine their enterprise and deliver exceptional customer experiences. Backed by the investment of TA Associates, Genstar, and Insight Partners, PDI is embarking upon an aggressive expansion strategy through internal investment in development as well as intensive M&A activity.  The result will be a broader, more powerful, global company that serves customers across the entire supply chain.

Department

PDI is recruiting for exceptional software customer support to add to our team in Temple, TX. PDI seeks to recruit and develop outstanding professionals that can maximize the use of emerging technologies to create innovative solutions for our customers. We do this while remaining committed to superior customer service. Support Consultants are advanced customer support staff, providing high-touch customer service on any escalated issues and sustained support to customers experiencing software issues.

Primary Job Functions

• Assist customers with PDI software issue resolution
• Identify, analyze, and resolve customer issues, documenting work in case notes, and escalating issues appropriately
• Work closely with SMEs and Software Engineers to create knowledgebase content
• Participate in ongoing training and development, and assist with software quality assurance
• Create change requests for software enhancements based on customer feedback and issues
• Occasionally instruct classes on PDI products or industry best practices for internal and external customers
• Mentor other team members to address and resolve customer concerns in a timely manner and provide a feedback loop to development when indicated
• Provide on-call (after hours) support for evenings, weekends, and holidays as required

Required Skills & Experience

• Requires top-notch customer service skills and the ability to build rapport
• Demonstrable ability to troubleshoot complex software issues and test software applications
• Exceptional written and verbal communication and ability to translate complex technical issues into layman’s terms
• Ability to multi-task and prioritize issues in a fast-paced work environment
• Desire and ability to support and train customers via phone, remote connections, or in-person
• Proficiency with MS Office Suite
• Must be legally permitted to work in the United States.

Preferred Skills & Experience

• Bachelor’s degree or equivalent experience in accounting, business or technology
• Expereince with Unix/Linux operating systems

PDI’s employee-oriented culture provides a supportive and dynamic work environment for high achievers. PDI seeks individuals who value continuous learning, hold high ethical standards, and are top performers in their respective fields. We offer competitive wages, professional development, superb culture, and a highly competitive benefits package. For more information about PDI, please visit our website at https://www.profdata.com. PDI is an Equal Opportunity Employer. We verify employment eligibility for all new hires using E-Verify.

*Schedule & Shift TBD*

Broad Function:

Reverse Logistics Inbound Specialist is responsible for resolving complex issues, related to inbound warehousing. RL Inbound Specialist works on problems of diverse complexity and scope. He/She supports the Company's processes through professional communication to internal and external stakeholders, on behalf of OnProcess Technology's Partners. RL Inbound Specialist works in accordance with all quality control standards and initiatives on company level and program specific requirements.

Responsibilities:

• Investigate and resolve issues with the receipt and systematic closure of spare items
• Analyze on specific cases, flagged as problematic, performing root cause analysis
• Communicate with internal and external stakeholders
• Complete and follow up process transactions
• Update applicable Program Database(s) accurately
• Escalate data or program specific issues to appropriate level of management
• Appropriately handle challenging and unique customer situations in accordance with OnProcess Technology policies

Qualifications:

• Fluency in English
• Bachelor’s degree – preferably in Logistics, Supply Chain or Business Operations
• 1-3 years of experience in the field of Logistics and Supply Chain
• Analytical skills
• Attention to detail and accuracy
• Excellent organizational skills
• Excellent communication and presentation skills

Who We Are:

Worksighted is one of the fastest-growing IT service providers in Michigan. We work hard, but we don’t take ourselves too seriously. We are committed to growth, both our customers’ and our own. As a team, we know we’re only as good as the values we stand for and the hard work we put in every day. Joining our team means being a unique piece to the puzzle and a superhero in your own way. From crucial benefits like paid parental leave to office parties and zombie-themed wellness challenges, we work hard, have a lot of fun, and know what matters most to our people.

We are looking for a Client Success Manager (CSM)who will be the client advocate for ongoing technical operations and support services, with an eye towards identifying additional opportunities for Worksighted to add value to the existing relationship. CSMs are technically savvy, exceptionally client-centric, multi-tasking individuals who act as a conduit for clients. CSMs also help the company maintain and grow the revenue base for managed clients.

Who You Are:

• You have a Bachelor’s degree in Business, Marketing, or a related field.
• You have 2-3 years of experience in B2B account management.
• You have spent 3-5 years working in a client service function.
• You are passionate about technology and have a customer-first orientation. Previous experience in IT support is a plus!

What You’re Accountable For:

• Assisting clients with navigating the technical and process aspects of working with Worksighted by serving as a technical liaison, client advocate, trusted advisor, and point of escalation.
• Developing a plan and executing alignment for clients with Worksighted’s tech stack by understanding the client’s business needs.
• Working to establish IT strategy and annual customer IT budgets.
• Delighting customers with a positive, customer-centric attitude.
• Creating and delivering quotes and proposals to help reduce problems and keep the client’s environment running optimally. Driving expansion and opportunity development.
• Maintaining thought leadership with customers through technology business reviews.
• Managing existing relationships with clients by serving as the main point of contact, facilitating requests, and engaging the correct resources at the right times.
• Working closely with client contacts to proactively plan and review the effectiveness of service delivery by analyzing the client’s incident usage and making recommendations to help maximize support utilization.
• Maintaining and growing the revenue base of managed accounts by account retention, agreement compliance and renewals.
• Overseeing the client onboarding experience and adherence to internal documentation for customer accounts.
• Developing and sharing best practices with team members to promote standardization and clear documentation.

Why You’ll Love Worksighted:

• Competitive benefits package including medical, dental, and vision insurance, along with company matches to 401(k) and HSA accounts.
• Paid time off for vacations, sick time, and personal days, plus a day off on your birthday!
• Well-rounded approach to employee wellness with benefits such as a monthly wellness stipend, free healthy snacks, community service opportunities, and an Employee Assistance Program.
• Monthly mobile phone stipend.
• Open and collaborative work environment (dog friendly!)
• Ongoing employee engagement activities ranging from potlucks to company-wide games of virtual BINGO.
• An in-depth onboarding program including lunch with leadership, job shadows with every department of the company, and thorough on-the-job training.

Learn more about our values and what it’s like to be a member of our team on our website or by following us on Instagram @Worksighted.

Customer Success Manager, Multiple Products – Budapest, CEE

Location: Remote (Local travel required at times to meet with clients in Central and Eastern Europe and overall Europe)

BlueVoyant is looking for a Customer Success Manager to help manage our clients in multiple managed security product areas. You will be part of a fast-paced team with a mission to drive client engagement and advocate for the overall client experience with key stakeholders from BlueVoyant.

Key Responsibilities:

• Own a portfolio of client relationships and the individual client journeys from onboarding into steady state
• Drive successful service renewals through high client satisfaction
• Engage clients to participate in case studies and other marketing events
• Facilitate and encourage feedback between customers and Product team on product expectations and customer needs.
• Serve as the operational interface among various BlueVoyant operations teams to:
  • Ensure consistent quality of service delivery
  • Steward client issues from identification through resolution
  • Facilitate feedback to advocate for capability improvements on behalf of our clients in partnership with our Product Management team
  •  Deliver evidence of ongoing performance improvements in partnership with our deployment and delivery teams
•  Create and execute service improvement plans as appropriate
•  Manage the client experience to achieve a likelihood to recommend rating with our clients
•  Identify and position cross-sell and up-sell opportunities in partnership with Sales
•  Serve as a strategic advisor with guidance on cybersecurity best practices and industry trends
•  Utilize monthly and quarterly business review cadence to ensure intentional and consistent communication
•  Contribute to Client Success team continuous improvement efforts

Requirements:

• 3-5 years of experience in customer success.
• Proven track record of building relationships with customers across diverse industries and different technical levels.
• Ability to effectively build meaningful business relationships at all levels of management (internal and external).
• Experience with managed security technologies and industry knowledge.
• Exceptional communication & presentation skills.
• Exceptional organizational & time management skills.
• Ability to work both independently & in a fast-paced team environment.
• Deep understanding of customer and industry needs and proactive in identifying solutions.
• Ability to establish milestones and work with colleagues to keep on task.

About BlueVoyant

BlueVoyant is an expert-driven cybersecurity services company whose mission is to proactively defend organizations of all sizes against today’s constant, sophisticated attackers, and advanced threats.

Led by CEO, Jim Rosenthal, BlueVoyant’s highly skilled team includes former government cyber officials with extensive frontline experience in responding to advanced cyber threats on behalf of the National Security Agency, Federal Bureau of Investigation, Unit 8200 and GCHQ, together with private sector experts. BlueVoyant services utilize large real-time datasets with industry leading analytics and technologies.

Founded in 2017 by Fortune 500 executives, including Executive Chairman, Tom Glocer, and former Government cyber officials, BlueVoyant is headquartered in New York City and has offices in Maryland, Tel Aviv, San Francisco, London, Budapest and Latin America.

All employees must be authorized to work in the EU. BlueVoyant provides equal employment opportunities to all employees and applicants for employment without regard to race, color, religion, sex, national origin, age, disability or genetics. In addition to federal law requirements, BlueVoyant complies with applicable state and local laws governing nondiscrimination in employment in every location in which the company has facilities.

We are looking for a motivated full-time employee to join our Customer Experience team. This role will work for with our US clients and needs to cover North America working hours. 

In this role, you:

• Are responsible for our clients based in North America

• Support our users over live chat, email and (to a minor extent) via phone

• Build trust with users, understand their pain points, and provide them with the quickest and most appropriate responses

• Analyse the users' needs and create our internal support roadmap

• Create materials to build our knowledge base (FAQs, webinars, tutorials)

• Work closely with our product team to improve our software

We’re looking to add a Senior Customer Success Manager to our Revenue team, for a position based in Europe. This new team member will be instrumental in managing and growing accounts with well-known brands as we continue to make the retail world a better, more sustainable place.

At Nextail, we empower retailers to create better experiences while using fewer of the world's resources. Nextail’s cloud-based platform uses artificial intelligence, prescriptive analytics, and optimization to deliver agile merchandising decisions. To date, we’re backed by more than $12M in funding from leading venture capital investors and are working with global retailers like Versace, River Island, Guess and Pepe Jeans.

The ideal candidate has solid experience in SaaS Customer Success and understands diagnostic sales processes.

As a Customer Success Manager (CSM) for Nextail,  you will engage with our customers through a thorough discovery and diagnostic process and build deep understanding of their business. You will develop long term strategies that increase the customers' lifetime value, demonstrate ongoing value and ROI, drive adoption and manage the overall relationship.

You will have the opportunity to build relationships and work closely with senior and C-Level roles - helping to shape their key processes to a more date driven future. A key part of the job is to support these innovative retailers on their internal change management process, as adopting Nextail is more than just implementing a new software, it is transforming their way of working to becoming more agile and data driven. You will be an individual contributor working alongside other experienced CSMs and coordinate across different departments like onboarding, customer insights, product, service, to ensure customer satisfaction.

You will :

• Partner with our clients, some of the most well known retailers, helping them grow into data driven future - building strong relationships with C-levels/key executives, champions and key users to ensure our customers' success and grow and renew customers
• Conduct in-depth discovery and diagnostic sessions with our customers to reveal pains and their costs. You will drive the change process within your assigned accounts as well as design and deliver value solutions coming across their growth needs. You will build lifetime value plans for each customer with appropriately identified objectives, stakeholders, milestones, risks, and metrics - by this proactively identify and execute expansion opportunities (upsell or product feature adoption) in each account to drive value both for the customer and Nextail
• Create customer deliverables (presentations, business process enhancements, strategy recommendations and updates) suitable for a diverse set of constituents from senior executives to users
• Build, maintain and leverage strong relationships with key stakeholders within each customer organisation to influence solution adoption, create strong support for new opportunities and secure their willingness to advocate on Nextail’s behalf. Nextail is currently sold directly to C-suite executives so you will be in a good position to develop further traction within our customer businesses
• Work closely with our Change Managers and Customer Insights teams to analyse data across the entire customer base to determine key factors that contribute to customers’ success with the platform and build processes to support those behaviours
• Serve as an important source for information regarding the customer’s business needs and provide customer feedback to Product Management, Services, Sales and other teams.

We offer:

• High flexibility: We’re strong believers that what matters most are results. Each Nextailer is empowered, through trust and ownership, to organize their time as they see fit without jeopardizing the time or work of their colleagues.
• Remote-first philosophy: Nextail started as a remote company and continues to offer a nice mix of remote and/or office-based environments around the world.
• International environment: We operate across the globe, with recent operations reaching from Europe all the way to Australia, and our team alone consists of professionals of more than 15 different nationalities. While many of us are multilingual, our working language is English.
• Diversity on all levels: United as a single team, we celebrate diversity at every dimension*. Professionally speaking, do you want to work alongside tech geniuses, data science magicians, and fashionistas? You’ll have teammates with extensive experience in a wide variety of professional fields, including technology, retail, consulting and entrepreneurship.
• The laptop of your choice: We want you to work with the tools that are most comfortable for you!
• Flexible compensation plan: We offer a fixed + variable salary as well as company equity as we progress towards our Series B fundraising round.

About Us

SOCi is one of the fastest growing technology companies in the country, ranking in the top tier of Inc 5000’s Fastest Growing Companies in America list for the last 4 years in a row.  The builder of an award-winning enterprise SaaS marketing platform, and one of Forbes’ Best Startup Employers, SOCi boasts hundreds of the world’s largest brands as its customers, supporting millions of their local locations. The SOCi platform specifically solves complicated marketing and workflow problems for national and global multi-location brands that want to scale and optimize their presence across search, social, reviews, listening, ads, bots, and more. As the largest localized marketing platform in the world, SOCi makes the impossible possible by enabling top brands and their locations to strengthen and scale their digital presence across limitless locations.

Our accolades include:

• Recently closed a Series D investment round of $80 million, led by JMI Equity
• 4x honoree on Inc. 5000 Fastest Growing Companies in America
• 2x honoree on Financial Times’ Fastest Growing Companies
• 3x CEO Finalist for Ernst & Young’s Entrepreneur of the Year award
• Winner of the MarTech Breakthrough Award for Best Overall Social Media Management Platform
• #1 Rank by Entrepreneur magazine’s Top Marketing Providers for Franchises, three years in a row
• Front Runner for Gartner award in Reputation Management & Brand Management
• 2021 Honoree on Forbes America’s Best Startup Employers

The Role:

The head of technical support and integrations leads a team of tech support and integration specialists who take pride in ensuring that our customers’ day to day workflows are never blocked. You and your team will be the first point of contact whenever there are questions about a specific customers’ use of the product and you’ll work with customer success and support to provide work arounds, answer product how-to's, API questions, integration discussions and more. The goal of this department is to improve the focus of our product teams and ensure that we are fixing the right things at the right time by providing holistics analysis of current defects and related customer sentiment as well as ensuring that the right work arounds, api endpoints, etc. are proposed  to internal teams and customers. 

What you’ll do: 

• Lead a team of specialists across our 10+ products 
• Ensure prioritization of critical bugs within the discovery/confirmation process
• Lead the creation and analysis of our tier 3 support tickets to ensure we have a holistic understanding of common issues and their impact
• Keep track of past issues to spot common trends and underlying problems
• Take ownership of customer issues reported and see problems through to resolution
• Lead the collaboration and process with third party partners, customer success, support, and other internal teams
• Continuously assess the tech support process and make improvements
• Train and mentor tech support team members across our entire product suite to ensure proper discovery, confirmation and escalation 
• Ensure the team can answer questions and lead integration discussions with customers and this party partners
• Updating self-help documents so customers/employees can try to fix problems themselves
• Provide creative solutions to customer problems to ensure customer productivity
• Working with customers, customer success, support, sales engineers and others to help resolve technical problems and advise on workaround
• Lead cross-functional trainings on API capabilities

What you'll bring:

• High urgency and superior technical expertise 
• Ability to gather necessary data for issue replication, problem determination and/or escalation.
• Ability to review server logs in order to troubleshoot, and resolve possible server issues
• System administration experience and development experience highly desirable
• Excellent written communication skills for technical writing

• Proven ability to clearly and effectively interact and communicate with in a friendly and personable manner.
• Research, resolve, and respond to customer questions and callbacks in a timely manner and in accordance with established standards, policies, procedures and service level agreements.
• Use interactive tools including chat, forums, email, monitoring and other web based tools to exceed customer expectations.
• Passionate about customers and helping them reach their goals.
• Rudimentary software development, database and networking/API skills along with enthusiasm to learn more for digging into underlying causes
• Proficiency in Excel and SQL
• You enjoy coaching and mentoring individuals and lead through questions and example not dictatorship

Why Work for SOCi?  

• Everyone is held to the highest standards, but we make sure to have fun too 
• Opportunity to really make a difference and implement your ideas
• Be a part of something you believe in
• Culture of constant learning and professional growth

What's SOCi's culture like?

Led by a team of industry experts, SOCi is leading the pack in multi-location marketing. Our passionate team of SOCialites work at convenient locations in both San Diego, CA and Austin, TX. We offer flexible PTO, comprehensive health & benefits packages and 401k (amongst many other perks). Every new team member is equipped with a MacBook laptop, tech accessories & SOCi swag. We are a fast-paced, agile environment where thought leadership and input is encouraged. If you are looking for a place where you can come and make a difference in the way enterprise organizations utilize social technology, then SOCi is for you.

SOCi is an Equal Opportunity/Affirmative Action employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex including sexual orientation and gender identity, national origin, disability, protected Veteran Status, or any other characteristic protected by applicable federal, state, or local law.

About Sittercity

Sittercity, a Bright Horizons company, is a technology platform working to reimagine the child care industry. Finding, hiring and managing high-quality, trustworthy and enriching child care has never been simple, for parents or caregivers. We want to change that. At Sittercity, you can imagine and create solutions that will revolutionize a multi-billion industry and bring relief to parents and care providers alike, all while having a lot of fun! Boost your career as we launch into our next phase of growth and help build a platform that changes the way child care works.

The Opportunity

We are currently seeking a customer-centric, energetic, and highly-motivated individual to lead our Family Concierge team. The Family Concierge Sr Manager (FCSM) is responsible for building and cultivating a team who builds strong relationships with families seeking care solutions and ensuring high levels of client satisfaction. The FCSM will help define the perfect blend of maintaining a white glove, high touch service while scaling our processes, leading to a high repeat rate and word of mouth recognition. The FCSM works closely with our Family Concierge team on daily processes, communications, and optimizations to ensure our services are delivered successfully.

Key Responsibilities

• Manage a team of high performing and passionate team members to exceed family expectations.
• Work cross functionality with various departments, including with the client team, to ensure customers are finding exceptional value in our services.
• Become an expert in Bright Horizons employee benefits and educate the team on the use and benefits of our services.
• Work closely with client teams to ensure continuity of customer experiences and understand key client needs.
• Be a customer advocate while capturing customer feedback and reporting requests to promote scalability and an improved customer journey.
• Efficiently manage time to focus on essential activities to ensure customer satisfaction.
• Develop and share best practices with team members to continually improve the quality, effectiveness, and efficiency of our processes. Create training materials and communication resources to support team efficiency. 
• Drive revenue through increased product adoption and increased usage. Elevate team communications to increase response and registration rates. 
• Coordinate with the product team to continuously improve platform operations and technology to scale for growth. 
• Maximize operational capacity, efficiency and scalability while exceeding family expectations. 

Required Qualifications

• 5+ years of experience in a customer-facing role, such as Client Success, Customer Success, or Account Management
• Experience in benefits, family care, education, healthcare  and social work a plus
• Degree in social work, education, healthcare or related field a plus
• Possess strong phone, written and verbal communication skills with excellent presentation skills
• Confident, high energy, self-motivated and a true team player
• Comfortable driving initiatives forward and coordinating cross functionally
• Experience working with senior and executive level customer contacts
• Demonstrated ability and desire to work and excel in fast-paced environment
• Excellent multitasking and project management skills
• Experience in implementing, maintaining, and/or improving operations within a CRM or similar customer management tool. 
• Well-organized, with a high attention to detail and ability to prioritize

Employee Benefits

Recognized as a Chicago Innovation Award winner and one of the best places to work byCrain’sandBuilt In Chicago, we offer an inclusive, innovative, and fun environment that rewards passionate and curious individuals. You will receive the following benefits:

• Support for flexible and remote working environments
• Generous paid time off policy, including sick and holiday
• Industry leading parental leave
• Health, dental, vision, disability, life, and 401(k) matching
• Sittercity membership, back up child/adult/elder care, and child care center discounts
• Tuition assistance, college coach, and enhanced family support
• Company events, social outings, and volunteer opportunities

Sittercity is committed to hiring a diverse workforce. We consider all applicants for employment without regard to race, color, sex, sexual orientation, gender identity, religion, age, national origin, disability, veteran status, marital or familial status, childbirth (including pregnancy) or related medical conditions including but not limited to lactation, or any other basis as prohibited by federal, state or local law. Sittercity participates in E-Verify and background checks all employees.

Sittercity is thrilled to be recognized on @Hired’s 2021 List of Top Employers Winning Tech Talent! It’s been a tumultuous year but our commitment to prioritizing equity, efficiency, and transparency in the hiring process allowed us to continue to attract and hire amazing talent.