CLIENT SUCCESS MANAGER
POSITION OVERVIEW
Hubbli, a revolutionary leader in the education software services industry, is seeking a Client Success Manager.
This position’s primary focus is to provide excellent customer experiences for our clients. The goal for this position is to take ownership of client onboarding and success with the intention of increasing satisfaction, loyalty and retention.
The Client Success Manager is an advocate on behalf of our company to our clients by representing Hubbli on a very personal level.
The position also advocates on behalf of our clients by providing feedback to our company so that we ensure that every decision we make supports our clients in the best way.
This position reports directly to the Chief Operating Officer, while also working closely with other key members of the Hubbli team. This position will primarily work from home, during standard North American work hours: Monday – Friday, 9 am – 5 pm.
THE NITTY GRITTY
- >> The schedule for this position starts at 20 hours per week and may increase to 40 hours per week
Monday – Friday 9 am – 5 pm in any North American time zone - >> This is an independent contractor position with a future opportunity for employment status
- >> This is a virtual position working with our virtual team
- >> Applicants must be located in Canada or the US
DUTIES & RESPONSIBILITIES
- >> Work with the Client Success team to ensure productivity, quality, and professional growth
- >> Ensure future lifetime value through an impactful onboarding experience, product adoption, client satisfaction, development of new sales opportunities, and reduction in churn
- >> Monitor client requests via HelpScout, our customer support portal, to promptly assist, solve, or support clients through the onboarding process or coaching sessions
- >> Conduct one-on-one training and coaching sessions for clients to help them learn how to effectively utilize the Hubbli platform and to execute on their enrollment marketing strategy
- >> Reach out to clients proactively for retention and upselling opportunities
- >> Develop a deep understanding of the product to recommend the software’s features and functionality that meet clients’ specific business needs
- >> Partner with Hubbli’s internal teams to ensure client needs are being met by coordinating with technical support, sales and product teams
- >> Participate in task forces, strategic initiatives, stretch assignments, and collaboration opportunities with other team members
- >> Consistently bring creative ideas and solutions to the team on how to improve our customer service and sales goals
- >> Create a positive and fun environment for the overall Success team
YOU’RE PERFECT FOR HUBBLI IF…
- >> You are a self-starter, eager to take initiative and anticipate needs.
- >> You have a natural sense of urgency. When things arise, you’re the first to tackle them.
- >> You believe in the value and importance of process and organization
- >> You’ve likely used some project management software to make this easier.
- >> You enjoy collaborating to accomplish a project or goal.
- >> You are energized by the challenge to implement new ideas. You love being encouraged to take an idea and run with it.
- >> You’re assertive when you need to be and can “speak truth to power,” but you always do so with kindness, empathy, and a positive mindset about the long-term vision.
- >> You pride yourself on being resourceful. Before asking a question, you naturally look for at least three ways to find the answer independently.
- >> You love being empowered to use your best judgement and make decisions without constantly needing to seek permission.
ABILITY REQUIREMENTS
The ideal candidate possesses the following strengths and skills
- >> 1-3+ years experience in leading customer-facing teams, preferably in a software as a service (SaaS) environment
- >> Ability to manage influence through persuasion, negotiation, and consensus building
- >> Strong empathy for customers and passion for revenue and growth
- >> Passionate about helping others
- >> Organized – we all wear many hats
- >> Coachable – must be able to take direction
- >> Collaborative – must work well within a virtual team
- >> Quick learner — the Client Success Manager must be able to pick up things fast and run with it!
- >> Demonstrated desire for continuous learning and improvement
- >> Enthusiastic and creative leader with the ability to inspire others
- >> Excellent communication and presentation skills
WHAT WE DO
We empower school leaders to focus on delivering education and build future generations with passion without the complications of technology and marketing.
We are a dedicated team that is committed to a culture of excellence. We always have fun with a positive perspective to any situation and maintains the strength and flexibility to change course as our business evolves.
Still Interested? Apply here
Applications will be accepted through April 30th, 2019.