Customer Growth Manager

Retrieved 14 days ago from WeWorkRemotely

Recognize is seeking to add another awesome person to our small team that is passionate for psychology, human resources, and company culture. You will be the liaison to the company admins of Recognize to the Recognize team as an account manager / customer success / customer growth role.

Our values

Creative

No idea is a bad idea. All ideas should be open to expression. Embrace breaks, exercise, travel, brainstorming, and non-linear thinking to come up with new ideas.

Triple check

Ruthless detail is a phase we use a lot. Because we move fast it can be easy to break stuff. That’s why we triple check the work we do.

Looking 360 and seeing all solutions and angles

Famous climber Lynn Hill said when she is climbing and she is stuck, she looks left and right. That means to us look 360 to find answers. Don’t just look up. Be open to looking for answers where you least expect it.

Transparency, open mindedness

Admit when you are wrong and be fearful that your decision or answer is wrong. Seek new information from others and from resources until you know you are making the best decision.

Critical feedback

Embrace hearing that you didn’t do something correctly, well, or thorough. Be okay with telling your boss when he or she doesn’t do something correctly, well, or thorough. Expect people to listen respectfully to your and others feedback.

Meritocracy

Respect and listen to people who have “believability”. Understand that not everyone’s opinion in every situation is equal based in success or knowledge in that situation.

A Team

Everything you do is A quality work. Actively ask yourself, am I reaching for an A+ in this work?

Wing it

Do you immediately ask for help or do you try to learn to do something on your own first? Do you admit you don’t know all the answers and are willing to find them through grit and determination? Do you enjoy learning?

The role’s tasks

Serve as the main point of contact and liaison between company admins and the Recognize team.

Onboarding new customers in weekly meetings or companies on trials by showing them in a screen share phone call how to set it up.

Help customers and potential customers on trials with questions or problems through Zendesk.

Create tickets in Github when customers report bugs and you have verified they are in fact correct.

Introduce yourself to old and new customers.

Be pro-active using Close.io to make sure you are following up with customers.

Creating email drips in Close.io that auto follow up with customers or trials.

Use Zoho and Stripe to send payment receipts or help us check in on people who haven’t paid.

Make videos in Adobe Premier or your tool of choice, or animated gifs to explain how to do things in Recognize, like create an employee recognition or how to setup an anniversary program.

Create a customer advisory board where company admins of Recognize meet in a webinar you host on a bi-annual basis.

Write and send out newsletters with the product team on Mailchimp, or write in the blog.

Interview customers on a quarterly basis to write a case study.

On a rare occasion answer a support call typically within east coast time.

Requirements

You must be able authorized to work in the USA.

Feel comfortable with terms like SSO for single sign on or CMS for customer management systems.

Talk at the same level as a senior HR professionals in enterprise companies with thousands of employees about employee recognition, employee rewards, and engagement strategies.

Knowledge of types of employee recognition and rewards strategies.

Experience working with medium to large enterprise businesses.

Excellent writing skills.

Detailed oriented. Keeps errors in emails and communications to an absolute minimum. Tests links in emails and triple checks everything they do.

Preferred

You have basic experience with HTML or are not afraid to discover what a <p> or <a> is.

Have read books like Principles, Drive, People Analytics in the Era of Big Data, The Power of Habit, or HR / psychology nonfiction in general.

Experience managing enterprise HR.

Experience with employee recognition programs.

College degree.

How to do well and prosper at Recognize

Work well remotely.

Stay productive even at home.

Have a quiet place, solid internet, and solid phone connection with a headset.

Be curious, looking for things to automate and improve.

Read nonfiction, share ideas.

Be out going. Working remotely requires people especially in customer success management to be extroverted.

Exercise, be healthy, meditate, eat vegetables, and pursue wellbeing.

How we work

Eastern or central time zone is required as we have customers in Europe who need to talk early unless you can simply get up early for some calls and be on PST. But we also have Australian customers who want to talk at 8pm EST. We technically do call from 7am to 6:30pm PST. This time range isn’t required for you if you can’t be flexible.

Compensation + Benefits

Competitive salary discussed post interview.

You’ll start out as a 90-day contractor. If we love working together we’ll bring on full time and provide you…

Medical, dental benefits

Possible travel to events or awards

Gym membership budget

Quarterly house clean

Books purchased for you

Macbook while working with us

Winter holiday bonuses

Recognize encourages people of all races, backgrounds, religious beliefs, genders, sexual preference, dietary habits, musical tastes, and political beliefs to apply.

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