Jobcase is a social media platform dedicated to empowering and advocating for the world’s workers. We develop technology to help people lead better, more meaningful work-lives – providing access to jobs, tools to take action, and a community for support. Jobcase is an affiliate of MIT’s Computer Science and Artificial Intelligence Lab, and collaborates with employers, nonprofits and government agencies to both improve, and diversify access to opportunity and participation in the workforce.

Jobcase is looking to find a motivated leader to join our Customer Success & Operations team. Customer Success is responsible for the onboarding, delivery and delight of our 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 will be an exciting one that continuously evolves while leading a growing team!

You will play a role in each of the following areas as we continue to build and mature the Customer Success organization:

1. Customer Delight

Pure Customer Success:

- Drive to exceed standard KPIs (Revenue, renewal rates, Csat)

- Drive new business growth by working closely with sales to find and quantify great opportunities

Continuously refine the customer lifecycle:

- Identify/implement opportunities for continuous improvement across all areas including onboarding, performance management, technical support and two way communication

- Monitor and manage the segmentation of the customer base to refine the appropriate service levels for each segment, based on factors such as deal size, future potential and maturity

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

Customer relationship management and communication:

- While not the solitary owner of the customer relationship, there are many direct interactions at multiple levels that require a great rapport and a high level of verbal/written communication skills

Customer advocacy:

- Driving the needs of the customer across the organization to ensure others are aware of the context and implications of decisions

- Acting as a primary product feature advocate for all things customerHelping to ensure that the implementation of new processes, systems, product features, etc. will meet the business needs of your customer(s)

2. Team management as a competitive advantage

- World class team building, managing and mentoring 

- Foster collaboration and a shared culture within the team

- Mentor both individual contributors and potentially new managers to help find and move forward on their own career paths

- Attract and land experienced hires and high-potential individual contributors for your team

- Manage the onboarding process for new team members

- Encourage and facilitate continuous learning within the team

- Partner in organizational design and strategy to ensure the team is best suited to deliver now and in the future

3. Operational Excellence

- Build scalable and versatile teams to simultaneously enable career growth, day to day variety and organizational redundancy 

- Working within our team and across the entire company to help optimize operational processes and leveraging our ability to automate and create tools when appropriate

- Truly understanding what drives success in the operations, determining how to measure it and then managing towards exceeding those goals

About you:

- Extensive experience creatively solving problems 

- 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

- 8+ years experience across customer success, analytics, operations, product management, consulting or a related field

- Proficiency with Tableau (or similar BI tools) and a love of playing with pivot tables

- Loves planning, communicating and driving cross functional projects to ensure success