[Hiring] Buyer Success Supervisor @Firstup

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Who We Are

At Firstup, our mission is to enhance the worker expertise at each second that issues, massive and small. Because the communication pipeline for the world’s workforce, we now serve 40 of the Fortune 100 firms, reaching and connecting greater than 17 million staff every day.

Our staff are consultants within the worker expertise, workforce communications and expertise. 

Becoming a member of Firstup means becoming a member of a motion to make work higher for each employee. Because the world’s first clever communication platform, Firstup meaningfully engages staff at each second from rent to retire, and delivers engagement insights to assist firms help, promote and retain their expertise. Our motion has taken root and is obvious in our world-class buyer base. Now we want your assist. Able to make a distinction on the planet?

Our Values

Each worker is an proprietor with accountability and credit score for our progress.

Management is in our construct and we see change as a catalyst for enchancment.

We win as a staff, dedicated to assist our coworkers and prospects thrive.

The Buyer Success Supervisor place is an integral a part of Firstup’s long-term

relationship with its international Enterprise prospects, and the efforts put forth by this

particular person will immediately impression the long-term success of the connection. With the intention to

succeed on this staff, you need to have the eagerness and want to work in an entrepreneurial

and fast-paced atmosphere.

Obligations

  • Guided Buyer Journey Administration: Information assigned prospects by the shopper journey, making certain that they’re on monitor to fulfill predefined milestones and constructive enterprise outcomes. Collaborate with prospects to create actionable plans and prescriptive duties, offering steerage and help all through the journey.
  • Set off Response and Play Execution: Monitor buyer progress and well being for triggers indicating potential deviations from the journey objectives or threat of churn. Execute predefined performs in response to particular triggers, akin to proactive outreach, extra coaching, or escalation to inner groups, to mitigate dangers and realign prospects towards success.
  • Cross-functional collaboration and Account Danger Escalation Administration: Work intently with inner groups (e.g., Help, Engineering, and Product) to coordinate buyer actions and guarantee a seamless expertise all through the journey. Escalate and handle complicated buyer points, facilitating decision and making certain buyer satisfaction.
  • Worth Optimization and Buyer Enablement: Companion with Enterprise Worth Consultants to iterate on the blueprint for achievement, evolving enterprise goals, and actionable steps all through the shopper journey. Present ongoing schooling and enablement to empower prospects to leverage Firstup to its fullest potential, driving long-term success and maximal worth.
  • Renewal Fee Focus: Work to make sure excessive buyer satisfaction, well being, and general success to drive renewals and positively impression the Gross Retention Fee (GRR). Coordinate with the Account Administration staff to facilitate clean renewals and determine enlargement alternatives, fostering long-term buyer relationships and loyalty.
  • You Could Have

  • Bachelor’s Diploma in Enterprise Administration, Communications, or comparable discipline of research, or commensurate skilled expertise.
  • Three or extra years of expertise in customer-facing roles in Buyer Success or Skilled Providers inside a B2B SaaS firm.
  • Operational information of inner communication and HR expertise domains together with Microsoft 365, Sharepoint, Groups, Intranets, HRIS like Workday, PeopleSoft, and different programs like SSO.
  • Demonstrated potential to handle particular person and engagement-wide scope of labor.
  • Prior expertise efficiently supporting prospects with onboarding, renewals, and enlargement processes.
  • A confirmed monitor file of assembly with senior administration and executives as the subject material knowledgeable.
  • A robust communicator who can articulate the wants of the shopper and resolve each quick and long-term points
  • Means to collaborate internally with a number of groups and be the voice of the shopper.
  • Robust mission administration expertise and confirmed potential to execute in opposition to an outlined methodology and ship tasks inside scope, funds, and timeline.
  • Firstup expects the bottom wage for this function to be between $70,000-$113,000. The beginning price of pay might range primarily based on elements together with, however not restricted to, place provided, location, schooling, coaching, and/or expertise.

     

    Why Firstup?

     

    Since you care – about individuals, the work you do, and the connections you make. Work is such a big a part of life; it solely is sensible to make it superior.

     

    If you wish to interact good minds in a high-growth and inclusive atmosphere the place concepts are rewarded no matter who they arrive from, be a part of us. This can be a quickly altering area so when you thrive on ambiguity, are hungry for a problem, and have the center to talk your thoughts, you would be an ideal match.

     

    We provide a superb PTO program, nice well being advantages, an off-the-cuff and pleasant atmosphere, distant work, and a management staff who actually believes in your progress – each personally and professionally.

     

    Firstup is dedicated to offering equal employment alternatives to all candidates for employment and to all staff, with out regard to race, coloration, faith, gender, sexual orientation, gender identification or expression, nationwide origin, age, protected incapacity, veteran standing, or every other protected standing in accordance with relevant federal, state or native legal guidelines.

    #LI-TM1

    #LI-Distant



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