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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 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 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 have experience with implementation and set up, this could be the role for you.

Webgility is currently 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. The main function of this role will be to serve new customers going through our Implementation process. You’ll be the first point of contact they have after Sales and will get them ready to start the onboarding process of our product.

Job Duties:

• Technical installation, setup and training of our clients on how to use our software in conjunction with their accounting system (QuickBooks, Xero, Netsuite, etc..).
• As a trusted advisor, provide best practices guidance enabling our customers to gain maximum value from our partnership.
• Proactively outline customer critical success factors, potential issues, and devise recommendations towards success.
• Partner with the technical support team to ensure expedited case resolution and manage prioritization
• Ensure product FAQs, Self Help Videos and associate content are current.
• Serve as the voice of the customer and collect feedback to drive continuous improvement across all areas including product.
• Provide internal technical guidance to the Sales and Account Management teams.
• Provide pre-sale customer enablement sessions with the Sales Team
• Responsible for the retention of the customer throughout the implementation phase of their lifecycle.

Qualifications:

• 3+ years’ experience within a Saas based customer success or professional services organization.
• Experience setting up, supporting or consulting on accounting software such as QuickBooks, Xero, Netsuite etc. is a plus.
• Excellent problem solving skills, including issue tracking, triaging, and crisis management.
• Organized, detail-oriented, and committed in producing high quality, on time results.
• Exceptional verbal and written communication skills as applied in systems documentation, client meetings, team interaction, etc.
• Ability to manage customer escalations (internally and externally) and negotiate resolution.
• Proven ability to work effectively across corporate functions (e.g. Sales, Services, Product Management, and Development).
• A strong passion for the customer’s success.
• A self-directed with demonstrated desire for continuous learning and improvement.
• Ability to work in a rapidly expanding and changing environment in an early-stage company.
• Familiarity with the e-commerce retail market, a plus.
• Bachelor’s degree required.

Apply now