Wish
Location
Brasil | Brazil
Job description
OVERVIEW
We are searching for a Team Lead for our Customer Success team to join Wishpond on a full-time basis. This role is a fully remote position and the successful individual could be based anywhere in the world, however, the preferred working time zone must be PST. The ideal candidate will be hands-on, data-driven, have excellent retention, communication and relationship skills, be great at outlining processes and capable of working with a variety of products and different teams while ensuring the best experience to our clients. Overseeing our group of Customer Success Representatives, the ideal candidate will help foster a client-first mindset among the team, execute the retention pipeline, implement new initiatives focusing a strong customer experience and will help identify opportunities and risks that need to be managed carefully and in collaboration with other departments - all aiming for the continued client success.
RESPONSIBILITIES
• While reporting to the Partner Success Director, ensure alignment with corporate goals and objectives.
• Influence internal stakeholders by promoting a partner-centric mindset across the organization.
• Lead a group of 10+ Customer Success Managers with different expertise and professional maturity levels, caring for their individual performance and ensuring their compliance with the company guidelines, particularly related to quality of service.
• Lead the recruiting process for new Customer Success Managers.
• Review and define all training requirements to ensure that the Customer Success team is properly trained and enabled to assist clients in all their needs.
• Review and improve all client retention practices, ensuring higher retention rates and achievement of churn goals.
• Review and improve the commission program, ensuring fairness, clarity, reasonableness, program execution and goal achievement.
• Implement new proactive service models that, through Quarterly Business Reviews and regular check-ins, offer a positive customer experience and allow better risk management.
• Implement customer assessments and surveys aiming to collect actionable feedback to improve service, practices and mitigate risks.
• Review, improve and/or implement KPIs that translate the best possible customer experience while ensuring the team's individual performance and productivity.
• Review and define all reporting requirements to ensure that all relevant information gathered from customers is properly shared and actioned within the organization.
• Monitor or review calls or other correspondence between representatives and customers.
• Ensure that the team is informed about new initiatives and changes to company products and services, following up to ensure processes are upheld and consistent.
• Provide strong leadership, promote collaboration, show integrity, and fosters transparency to create a positive and open culture.
• Participate in client, brand and product research initiatives.
• Work cross-functionally to increase the value we deliver to our partners and improve retention across the client lifecycle.
• Work with partners to better understand their business needs and goals, ensuring Wishpond products and services are part of their plan.
• Other duties as assigned.
QUALIFICATIONS
• Minimum of 2 years of experience in a similar role, preferably within a SaaS oriented marketing operation or agency.
• 3-5 years of experience as a Customer Success Manager (individual contributor), with a proven track record of goal achievement in retention (churn mitigation) and expansion (upselling and cross-selling).
• A degree or diploma that contributes to the organization is considered an asset.
• Strong recruitment, training, leadership, and negotiation skills.
• Knowledge of marketing strategies and best practices is considered an asset.
• Capacity to manage global teams and complex projects seamlessly.
• Must be detail-oriented, creative and have a passion for helping partners and team members achieve their goals.
• Self-motivated with the ability to establish and maintain solid relationships through a client-first mentality.
• As part of a diverse team, ability to work both independently and collaboratively.
• Must be technical, analytical, results-driven and have the ability to multi-task in a fast-paced environment.
• Organized, administratively strong, and have solid writing, phone, and general communication skills.
• Fluent in English (spoken and written). Knowledge of a second language is considered an asset.
• Willing to participate in ongoing education and training for the role.
WORK ENVIRONMENT
• Given the nature of this role, it is expected that the successful candidate will provide their own workstation, computer, headset, and have a fast and reliable internet connection. This position may be required to download and utilize company software.
• The individual must be prepared to work standard business hours on EST or PST.
• Due to the nature of this role, we may verify backgrounds including conducting employment reference, criminal record and credit checks.
GREAT REASONS TO APPLY FOR THIS ROLE
• Fully remote position allowing you to work from your home anywhere in the world !
• Exciting and dynamic environment with a great leadership team
• Comprehensive training program and regular performance reviews to facilitate your success
• Competitive compensation based on experience and proven abilities
• Great referral programs with incentives and bonuses
• Unbelievable product discounts when you use our products for your own business
• A global workforce of multi-cultural and talented colleagues
• A close-knit operation with amazing growth opportunities for your personal development
• A high-growth SaaS technology company publicly traded on the TSX Venture Exchange
• Corporate headquarters in beautiful Vancouver, British Columbia, Canada
• Access to our education credits program and so much more !
ABOUT US
Founded in 2009, Wishpond is a rapidly growing technology company providing digital marketing solutions targeted at small businesses. The cloud-based platform includes landing pages, social promotions, website pop-ups, online forms, and lead activity tracking. Wishpond has a dedicated team of professional project managers, designers, copywriters, and developers who provide marketing services tailored to our individual clients.
Wishpond serves over 3,000 customers in various industries and sizes, from startups to large Fortune 500 companies. Wishpond has a rapidly growing global headcount and continues to hire dedicated and qualified employees and contractors who have what it takes to scale a successful software company.
To learn more about Wishpond Technologies, please visit our website or any of our social media platforms:
• Website:
• Instagram: @wishpondofficial
• Twitter: Wishpond
• Youtube: Thewishpond
• LinkedIn : Wishpond
APPLICATION PROCESS
If you are interested in applying for this exciting opportunity, please provide an updated resume in English (PDF or Word formats only), quoting the position title in the subject line of your cover letter
Wishpond Technologies is an equal-opportunity employer committed to hiring a diverse workforce and sustaining an inclusive culture that does not discriminate on the basis of disability, status or any other basis protected under legislation
We thank all applicants in advance for their interest in this position however due to the volume of applications we receive, we are unable to respond to phone, email, or agency inquiries
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