Jobcase, Inc.

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