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Small businesses are the backbone of our economy. Today, more than ever, these businesses are struggling to survive and grow. Our mission is to help small businesses in retail and ecommerce succeed. We automate their operations (accounting, shipping, inventory, taxes) and give them unique insights so they can win. Webgility's SaaS platform automates ecommerce for thousands of businesses. We're experiencing tremendous growth and we need help meeting customer needs. If you're an experienced customer service and support leader, this is your opportunity to make a big impact. You’ll need to bring a level of energy and experience in relentless improvement to development best practices and implementation of lean processes for quality execution. Your domain expertise, go-to-market strength, innovative thinking and leadership skills will be put to great use and you'll lead a cross-functional team of very talented people.

Webgility is fully remote in the United States with offices in Scottsdale, AZ and Indore, India. We embrace flexibility and you can work from anywhere in the US. You will lead the customer success and implementation teams that focus on the product adoption and customer service. You’ll own the customer experience, implementation, and retention initiatives for the customer success teams in the US. A big piece of this role will be about coaching and building up internal leaders to better drive ROI and execute our overall business strategies. If this sounds like the role for you, please reach out to us. 

Job Duties:

• Hiring and managing members of the customer success and implementation teams
• Provides ongoing training, coaching, and mentoring for all team members including development and tracking of key performance indicators
• Performs ongoing analysis of customer lifecycle and takes the necessary measures to increase engagement and consequent impact throughout
• Develop relationships with internal leadership to ensure their awareness of CSM team activities and ensure the team is aligned with the overall business strategy
• Work with other departments to identify customer issues and resolve them
• Applies understanding of internal tools for documentation and reporting requirements; runs standard reports and reviews them regularly
• Clearly communicates the progress of the team’s initiatives to internal and external stakeholders
• Forecast and track key metrics including retention, new customer product adoption & utilization, NPS, CSAT, and additional revenue 
• Operate as a customer facing escalation point for both customer success and implementation teams 
• Leverages available data, experience, and perspective to execute sound decisions regarding prioritization of work efforts and resource allocation for supporting our customers
• Manages overall budget of team including headcount and operating expense budget

Experience & Qualifications:

• 5+ years of experience in Customer Success, Implementation, & Support
• Previous experience in managing a team, preferably 2-3 years
• Willingness to travel
• Bachelor’s degree required in appropriate field of study or equivalent work experience
• Strong operational background with the proven ability to leverage business metrics to manage team goals. Track record of delivering results above expectations
• Demonstrated ability to communicate, present and influence credibly and effectively at all levels of the organization, including executive and C-level
• Ability to scale a customer success organization through new hire onboarding and ongoing training
• Natural relationship builder with a strong bias toward delivering customer outcomes and a passion for revenue retention and growth
• Prior success with understanding quantitative customer metrics – health scores, NPS/CSAT – to tailor interactions and drive actionable next steps to ensure customer adoption and renewal
• Demonstrated desire for continuous learning and improvement
• Excellent executive level communication and presentation skills
• Flexible and resilient, comfortable with ambiguity, adaptable to a high-change environment. Ability to multitask, prioritize, and coordinate activities to meet multiple, agile deadlines, and work well under pressure
• Demonstrated ability to manage a high volume of activities with varying priorities
• Encourage high standards of performance and inspires others to define new opportunities and continuously improve the organization
• Experience in delivering client-focused solutions based on customer needs
• Proficient in Microsoft Office Suite, Google Apps, Zoom, Salesforce, and Slack

Apply now   

Small businesses are the backbone of our economy. Today, more than ever, these businesses are struggling to survive and grow. Our mission is to help small businesses in retail and ecommerce succeed. We automate their operations (accounting, shipping, inventory, taxes) and give them unique insights so they can win. Webgility's SaaS platform automates ecommerce for thousands of businesses. We're experiencing tremendous growth and we need help meeting customer needs and building innovations that drive their success. If you're a technical, hands-on product leader with expertise in SaaS, this is your opportunity to make a big impact. Your domain expertise, go-to-market strength, innovative thinking and leadership skills will be put to great use and you'll lead a cross-functional team of very talented yet humble people. 

Webgility is fully remote in the United States with offices in Scottsdale, AZ and Indore, India. We embrace flexibility and you can work from anywhere in the US.You will lead a team of product managers and user experience designers across the US and in India. You will own critical product initiatives for the company, and work closely with engineering, marketing, sales and customers success to deliver amazing products. If you're wicked smart, ambitious and want to join a fast-paced SaaS company, let's talk.

YOUR RESPONSIBILITIES:

• Be a driver for growth
• Execute on the strategic vision to be the #1 automation platform for ecommerce SMBs
• Develop the product roadmap by staying in tune with the market and customer needs
• Deliver on customer needs through empathy and innovation
• Lead product initiatives from conception to launch
• Be a product evangelist, storyteller and thought leader
• Drive product adoption to create business impact
• Lead a diverse team of product and user experience managers
• Transform and lead process change that accelerates time to market and business impact
• Develop strong KPIs to guide product performance and continuous improvement
• Provide technical leadership and strategic guidance
• Coach and grow the product team
• Be the product liaison for sales, marketing and customer success

YOUR EXPERIENCE:

• 10+ years of experience in the SaaS product development
• Strong understanding of the small business technology ecosystem
• Proven success in designing and delivering powerful, easy to use products at scale
• Strong understanding of complex APIs, big data and agile development
• Track record of leading product development with distributed teams and solving complex problems
• Successful coach who inspires and raises the bar
• Strong analytical skills and critical thinking to drive decision making
• Strong understanding of technologies including OOP, C#/Microsoft.NET, SQL Server, Angular
• Proven experience in building web/desktop/mobile applications and deploying critical apps on AWS
• Proven expertise in designing and delivering complex integration and automation solutions 
• Experienced in agile development methodologies and can be a champion and coach for driving best practices
• Strong knowledge of shopping platforms, payments, marketplaces, shipping
• Exception writing skills that show customer empathy and strong domain expertise

YOUR QUALIFICATIONS:

• 10+ years of product management in SaaS
• Advanced degree in computer science or similar field
• Knowledge of agile tools and methodologies
• Knowledge of UI/UX tools 
• Extensive analytical skills and data driven approach to understanding and impacting engineering teams and product metrics
• Experience with localization and global product expansion is a plus 
• Proven negotiation and leadership skills at an executive level

OUR STACK:

.NET, Javascript, jQuery, React, MS-SQL, Redis, MongoDB, kendoUI, Google Charts, Entity Framework, Signal IR, ElasticSearch, Node.js

Apply now   

Small businesses are the backbone of our economy. Today, more than ever, these businesses are struggling to survive and grow. Our mission is to help small businesses in retail and ecommerce succeed. We automate their operations (accounting, shipping, inventory, taxes) and give them unique insights so they can win. Webgility's SaaS platform automates ecommerce for thousands of businesses. We're experiencing tremendous growth and we need help meeting customer needs and building innovations that drive their success. If you're a Human Resource strategist, this is your opportunity to make a big impact as our Director of HR in Indore, India and revolutionize our HRM culture to drive results.

Job Description:

• Design and implement creative strategies for talent acquisition to attract top-notch talent.
• Lead talent management initiatives to retain talent, improve ESAT and efficiency.
• Be an expert in HR processes, policies, and procedures to improve performance across the organization.
• Create and achieve OKRs aligned with the company's mission.
• Own the performance management system to track performance across the organization.
• Strategize innovation in organizational culture to drive results.
• Surpass recruiting quotas for engineering and support roles varying from entry-level to Director
• Facilitate training and coaching for personal and professional development of employees.
• Oversee day to day HR functions, ensuring it operates efficiently and aligns with business objectives.
• Follow and ensure adherence to statutory and legal compliance.
• Employee grievances and disputes handling.

Desired skills:

• Post-graduate in Human Resource Management.
• 10+ Years of working experience in the field of HRM with minimum 5 Years of experience in an IT Company in a similar role (with 250+ employees).
• Experience working with U.S.-based management teams.
• Excellent English communication, interpersonal, organizational and leadership skills.
• Strategic, proactive, critical thinking ability and able to be hands-on when needed
• Strong Problem-solving skills to handle employee grievances.
• Thorough knowledge of HRM principles, best practices, employment legislation and regulations in India.

Apply now