Guideline is seeking a Manager on the Customer Success team to oversee a group of Enterprise Relationship Managers. You will report to the Director of Client Relationship Management.
What Will You Be Working On
We are looking for an experienced, analytical, and motivational leader to partner with Customer Success leadership and enable our team's full potential. This is the perfect opportunity for someone who loves building and leading teams, reporting key client metrics, handling client escalations, and continuously identifying opportunities to improve our client experience.
- Manage a team of Enterprise Relationship Managers, with a focus on meaningful development and professional growth through coaching and feedback for your direct reports
- Lead the daily activities of your team with minimal oversight, removing barriers and creating conditions for team success, while driving high employee engagement
- Identify, report, and continuously improve on team KPIs, such as retention, client health, CSAT, and NPS
- Implement strategic goals and execute on projects to improve the employee and client experience
- Collaborate with our technical teams to prioritize product enhancements that are most impactful to our clients
- Manage client escalations in multiple channels, including phone, email and more
- Hire high performing team members
- Advocate for our clients with internal stakeholders
What We're Looking For
- 6+ years experience in a client facing role, ideally in the SaaS or Fintech industry
- 3+ years experience managing a team of high performing individual contributors in an account manager type of role
- Experience with reporting and analyzing data, as well as delivering action plans against these results
- Experience leading and executing large scale projects, with the ability to influence cross functional stakeholders
- Proficient in Salesforce or other CRM tool
- Exceptional communicator with a talent for managing conflict and de-escalating upset clients
- Flexible - we're moving fast, so the ability to constantly adapt to new conditions is a must
- Cultivates innovation and able to manage ambiguity
- Passionate about technology as well as experience in using technology to deliver client solutions
- Bachelor's degree
- Professional designations such QKA, C(k)P, QPA, CRPS preferred
More About Guideline
Everyone should have a simple, affordable way to save for retirement. At Guideline, our plans are low cost and highly automated. This makes it easy for companies to offer a valuable benefit—and easy for people to invest in their financial future with confidence.
Offer Package
The expected Salary Range for this position is $103,500 - $126,333 annually. Compensation is determined by numerous factors such as your qualifications, experience, and work location.
Additional benefits:
- Flexible vacation policy
- Company equity
- 401(k) with matching contributions
- 100% paid employee insurance coverage
- Annual learning and development stipend
- Parental leave
- Sabbatical after 5 years of employment
Guideline provides equal employment opportunities to all employees and applicants for employment without regard to race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status.
Employment open to residents of CA, CO, FL, MA, MD, ME, NC, NY, TX, and WA. Guideline is committed to protecting the privacy and security of the personal information of our applicants. Please refer to Guideline's Privacy Policy for information about our privacy and security practices.
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