Note: The job is a remote job and is open to candidates in USA. Promenade Group is a rapidly scaling company that empowers local businesses with innovative products and services. They are seeking a Customer Success Team Lead to ensure high customer retention and satisfaction while managing a dedicated book of business and overseeing offshore representatives.
Responsibilities
- Take ownership of a book of business, ensuring that all your clients receive the value they expect from Promenade
- Maintain high retention and build trust and rapport with your book of business
- Work with our customers to identify their needs, then work with our offshore reps to make sure those needs are met
- Identify opportunities to streamline processes and improve efficiency within the team
- Handle support requests from your book of business via email and phone
- Triaging incoming support issues, accurately diagnosing them, and escalating bugs to the engineering team
- Acting as an advocate for Promenade’s partners and providing them with outstanding service while resolving issues in a timely and efficient manner
- Identifying trends and inefficiencies to enhance the support process and improve the user experience
- Be a product evangelist! Helping partners use our Promenade products to change the way local businesses connect with their community
Skills
- At least 1 year of experience in a Customer Success role where you were responsible for retention of a dedicated book of business
- Empathetic and driven
- Loves solving complex problems with grace and gusto
- Balances a competitive nature with being a team player
- Works well under pressure and is comfortable with ambiguity
- Comfortable with handing off tasks to the offshore team and reviewing the quality of their work
- Ability to take ownership of a book of business and ensure clients receive the value they expect
- Ability to maintain high retention and build trust and rapport with clients
- Ability to identify customer needs and work with offshore reps to meet those needs
- Ability to handle support requests via email and phone
- Ability to triage incoming support issues, accurately diagnose them, and escalate bugs to the engineering team
- Acting as an advocate for Promenade's partners and providing outstanding service
- Identifying trends and inefficiencies to enhance the support process and improve user experience
- Ability to be a product evangelist and help partners use Promenade products
- Bilingual in Spanish
- A natural people person and relationship builder
- Passionate about serving small businesses and being part of a growing startup
- Tech savvy and can quickly pick up sales/support tools such as Salesforce, Confluence, and proprietary systems
- An excellent communicator, both in writing and over the phone
- Friendly, optimistic, and have a caring demeanor
- Adept at working well under pressure and with tight deadlines
Benefits
- Equity/Stock options in a profitable and rapidly growing company
- Great Medical/Dental/Vision coverage
- Transportation coverage in the form of parking, rideshare, or metro credit
- Fully stocked snack bar & weekly catered lunches
- The company provided gear & swag (MacBook Pro, t-shirt, sunglasses, etc.)
- Ability to mold your career and make an immediate impact
- Work in a fast-paced, fun environment with an eclectic group of people from all over the world
Company Overview
Promenade was founded as a business expansion of a fleet of industry-specific software platforms. It was founded in 2011, and is headquartered in Santa Monica, California, USA, with a workforce of 51-200 employees. Its website is https://getpromenade.com.