[Remote] Customer Success Team Lead

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