About the job:
One of the Boston area's fastest growing technology companies, Jobcase is the only social media site dedicated to empowering the world's workforce. Jobcase is a social media platform that connects our 90 million+ members to each other and potential employers.
Jobcase is looking to find a motivated self-starter to join our Customer Success team. Customer Success is responsible for the onboarding, delivery and delight of our Strategic and Enterprise Customers. We accomplish this with a constant customer focus, advocating for the client internally and working in partnership across all the teams at Jobcase to achieve the customer’s goals and provide solutions for the customer’s challenges. The role is an exciting one that is continuously evolving in a growing team!
What you’ll be doing here:
Define and optimize the customer lifecycle
Standardize data collection and interventions for each point in the customer journey
Define the segmentation of the customer base and the appropriate service levels for each segment, based on factors such as deal size and marketing maturity
Identify opportunities for continuous improvement, and implement them
Creative problem solving and solution/product development and delivery
Field direct requests and listen for opportunities to solve customer pain points with existing or new product/service offerings in creative ways
Business requirement to technical needs translation to ensure that the implementation of new processes, systems, product features, etc. will meet the business needs of your customer(s)
Plan, communicate and drive cross-functional projects to ensure customer success
Design, implement and manage Customer Success and Customer Support activities and priorities
Onboarding
Technical / Customer Support
Customer fulfillment
Advocacy
Measure effectiveness
Define operational metrics for team
Establish processes and tools for tracking metrics
Create cadence for review within the team
Expose the relevant metrics to the executive team
Inspire Customer Success across the company
Create a company-wide culture of Customer Success
Create company-wide customer feedback loop
About you and your skills:
Extensive experience creatively solving customer problems and delivering service that delights
Ambitious self-starter who enjoys a good challenge and continuous learning - willing to ask questions and propose new ideas to continue pushing the business forward
Deep and strong analytical skills. Ability to analyze a problem, review results, create strategies for resolution and execute them confidently
Ability to remain calm under pressure and adapt to a dynamic environment at a fast paced and quickly growing technology company
4+ years experience in analytics, consulting, finance, customer success, product management, or a related field
Proficiency with SQL, R, Python, or other statistical programming language
About Jobcase:
Affiliated partner of MIT's Computer Science and Artificial Intelligence Laboratory, CSAIL
We cover 100% of both medical and dental
We pay for employee parking/MBTA costs
Unlimited PTO
Fully stocked kitchen & we host lots of fun all-company events
Boston Business Journal best place to work 2015, 2016, 2017, 2018