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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 with growing our Scottsdale team. If you're an experienced Customer Success Specialist, this is your opportunity to make a big impact.

 Responsibilities include:

• Strategically manage a large book of business to ultimately drive client revenue, retention, and referrals
• Drive successful experiences for our customers with emphasis on success factors, potential issues, and providing solutions
• Responsible for providing professional support to customers by utilizing strong project management skills
• Articulate and position the value we provide for customers (with a focus on proven success and ROI) through consistent measurement, reporting, and check-ins
• Conduct reviews with accounts to determine customer satisfaction and identify opportunities for improvement and product expansion.
• Identify at-risk accounts and minimize monthly, quarterly, and annual churn rates.
• Leverage knowledge of SaaS and e-commerce industry best practices to provide excellent consultative support and ongoing value.
• Actively work with our Product and Marketing teams to provide feedback and other insight directly from customers.
• Collaborate with Support and Implementation teams to escalate any customer issues and make sure they are addressed in a timely manner
• Strategically targeting a portfolio of customers to better understand their business and upsell services

Qualifications:

• 3 + years relevant work experience in a customer-facing role, account management, or strategic consulting organization. SaaS and technical experience preferred.
• Excellent communication skills (both verbal and written), meticulous attention to detail, and resourceful problem-solving attitude
• Strong organization skills and superb capabilities with managing projects simultaneously and successfully
• Self-motivated individual with the desire for continuous learning and improvement
• Ability to work in a rapidly expanding and changing environment in an early-stage company.
• Demonstrated ability in driving customer retention and fostering meaningful client engagements
• An analytical and results focused mindset, coupled with a creative make-it-happen spirit
• Experience using CRM software (Salesforce & Outreach), Microsoft Office Suite (Word, PowerPoint, Excel) and Google Applications (Analytics, Docs, Sheets, Slides)
• Experience with QuickBooks or similar accounting software
• Strong interpersonal skills, and a proven track record of working cross-functionally to resolve customer issues

BONUS POINTS:

• Technical Support Experience
• Account Management / Customer Success Management
• Accounting Knowledge
• Compensation for this excellent growth opportunity includes base salary, performance bonus, equity options, and a generous benefits package. This is a full time position based in Scottsdale AZ.

Why work at Webgility?

• We keep it real. We do amazing work but we're humble, we're transparent, we're accountable. If we make mistakes, we own up and always keep it real.
• We stay curious. No matter what we're working on, we give it our 100%. We're always learning and feel connected to our team and our customers.
• We lead with data. We focus on results, not activity. We understand—both for ourselves and our customers—that data and software are key. We use them both so our work creates real impact.
• We win as a team. We come for the job and stay for the people. We love good food and drink. There are always laughs to be had, whether a budget meeting or a bowling party.

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. 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 team in the US and Indore that focus on retention and customer service. You’ll own the customer experience, 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 team members 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 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, product adoption, NPS, and additional revenue 
• Operate as a customer facing escalation point for the customer success teams
• Leverages available data, experience, and perspective to execute sound decisions regarding prioritization of work efforts and resource allocation for supporting our customers

Experience & Qualifications:

• 5+ years of experience in Customer Success (required)
• 3+ years experience in managing a Customer Success team (required)
• SAAS Experience Preferred
• 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
• 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 grow, make their lives easier and their businesses more efficient. We automate accounting for these businesses, so they can spend more time growing and less time dealing with operational hassle. Our SaaS platform automates accounting needs for thousands of online businesses (ecommerce, retail, etc.). If you’re passionate about solving real-world problems and lending a hand to the small business communities who are trying to survive in an ever-changing digital world, come join us!

Reporting to the Sr. Manager, Demand Generation, the Email Marketing Specialist is responsible for the content and performance of Webgility's email marketing campaigns and nurture programs. As a key contributor within the Marketing department, the ideal candidate ensures multi-touch, complex email campaigns are executed successfully according to the campaign strategy and plan for both acquisition and current customer efforts. 

RESPONSIBILITIES

• Manage and prioritize the pipeline of email campaigns including acquisition campaigns, product notifications, communications with customers, and lead nurturing programs.
• Manage the end-to-end production for email campaigns and email optimization initiatives.
• QA all emails, ensuring accurate content, functional links, etc.
• Influence the direction of the email marketing program, including email template design, dynamic email personalization, content strategy, mobile optimization, and coordination with other channels.
• Maintains database segmentation, seed lists and works to minimize list decay.
• Provide input for email process improvement, email promotions, and A/B tests.
• Monitor email performance and channel KPI's and look for opportunities to optimize email programs. 
• Stays up to date and informed on the latest email technologies and trends to influence the email strategy.
• Ensure emails follow industry policies and best practices
• Work with team to brainstorm ways to optimize key metrics including click-through-rates, open rates, conversion, and retention.

EXPERIENCE

• Minimum 3 or more years of experience required in email marketing, digital marketing, or a related field where email marketing was a primary channel.
• Expertise in an email automation platform (Pardot, Marketo, Eloqua, etc.)
• Experience with dynamic content and knowledge of email mobile optimization.
• Strong email execution experience with the ability to multi-task and manage many deadlines.
• Excellent interpersonal and collaborative skills to work effectively with marketing, sales, success, and product teams.
• Comfortable writing email copy with a high output while maintaining quality.
• Strong organizational skills and the ability to self-manage and prioritize multiple projects based on business-critical needs and meet deadlines.
• Hands-on experience with HTML and content management systems.

QUALIFICATIONS

• Ability to manage time independently, multi-task, manage many deadlines across multiple programs, and juggle competing priorities.
• Extremely strong attention to detail and excellent interpersonal communication skills.
• Ability to adapt to changes quickly; always willing to roll up sleeves and get things done.
• Knowledge of Salesforce Marketing applications including Marketing Cloud.
• Preferred BS/BA in Marketing or Business Administration preferred.
• Must be eligible to work in the USA.

Apply now