Headquarters: Seattle, WA
URL: https://tiller.com
We’re looking for an skilled proactive supervisor and chief for our Buyer Success group to assist form the subsequent model of Buyer Success at Tiller, integrating AI instruments, constructing proactive buyer training, and rising deeper product collaboration.
The best candidate brings a deep understanding of buyer success in a B2C SaaS surroundings, a ardour for private finance, and the flexibility to handle, evolve, and optimize each assist processes and our broader buyer success technique in a fast-changing panorama.
Success
Guarantee new and present clients efficiently onboard with Tiller’s companies and make significant steps in the direction of monetary readability. Ship efficient, environment friendly assist that clients rave about. Proactively facilitate trial-to-paid conversion, strengthen retention, and constantly enhance the shopper journey.
Key Obligations
- Buyer Onboarding & Schooling:
- Design, iterate, and optimize instructional assets (assist middle content material, Intercom campaigns, movies, webinars, and AI) to assist clients onboard and retain, all rooted in a Jobs To Be Completed framework.
- Guarantee Buyer Success is actively current within the Tiller Neighborhood boards, answering questions, sharing assets, and fostering engagement.
- Workforce Administration:
- Recruit, coach, and retain a high-performing Buyer Success group that displays Tiller’s mission and values because the entrance line with clients.
- Oversee day-to-day operations, making certain well timed, efficient decision of buyer inquiries and points.
- Develop and refine assist processes to leverage AI, enhance effectivity, and enhance buyer satisfaction.
- Guarantee escalated buyer points are resolved successfully via coordination with the CS group, product, and engineering.
- Metrics & Reporting
- Success is measured by quicker onboarding, larger adoption, stronger retention, and advocacy.
- Report on key metrics associated to buyer success and the efficacy of onboarding and academic experiments and processes.
- Buyer Engagement
- Proactively interact with and interview clients to know their wants and share learnings with product, advertising, and engineering groups.
- Establish alternatives for upselling and cross-selling extra options that align with clients’ targets.
- Workforce Collaboration:
- Share buyer success insights that present context to the remainder of the Tiller group to allow them to do their jobs most successfully.
- Present structured buyer insights with the product group to straight affect options and roadmap.
{Qualifications}
- Confirmed expertise in a Buyer Success Supervisor position, ideally inside a B2C SaaS surroundings to drive engagement, retention, and buyer development.
- Snug experimenting with AI-assisted workflows and evolving processes.
- Expertise managing and growing a Buyer Success group, with a robust understanding of assist processes and greatest practices.
- Robust understanding of private finance, budgeting, and utilizing spreadsheets for monetary administration.
- Glorious communication and interpersonal expertise, with the flexibility to construct rapport and belief throughout various buyer teams.
- Analytical mindset with the flexibility to interpret information and translate insights into actionable methods.
- Arms-on expertise with Intercom, together with automating workflows and managing messaging campaigns
- Self-motivated, extremely organized, and capable of work successfully in a distant surroundings.
- Versatile and artistic thinker with expertise constructing and executing engagement methods from buyer journey maps.
Why Tiller?
- Mission-Pushed: Be a part of a group that’s captivated with serving to individuals take management of their monetary lives. Hear about Tiller in our group’s personal phrases: https://tiller.com/about/careers/#video
- Development Alternatives: We assist our group members’ profession growth and provide alternatives for development throughout the firm.
- Collaborative Setting: Work with a proficient and supportive group that values innovation, creativity, and steady enchancment.
- Distant-First Tradition: Work anyplace with the flexibleness to steadiness work and life.
How one can Apply
For those who’re enthusiastic about serving to individuals obtain their monetary targets and have the abilities to drive buyer success, we’d love to listen to from you!
Please apply by filling out an application here.
To use: https://weworkremotely.com/remote-jobs/tiller-customer-success-manager-and-leader
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