Manager, Enterprise Customer Success at TripActions

| San Francisco
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As the Manager of Enterprise Customer Success team, you will be driving a team to launch TripActions newest and largest customers, achieve adoption targets, and maximize customer delight and retention. Key skills include customer health analysis on a micro and macro level to pinpoint specific customers who need extra focus and attention. Understanding both quantitative and qualitative factors is essential. You will work with our customer C-Suite and their executive teams in order to drive value and build/maintain solid partnerships. Our focus is not only on our admins and Executive sponsors; end user experience is at the core of our values so driving your team to maximize satisfaction and follow up with NPS respondents is a key part of your day to day.

You'll work closely with stakeholders across the company in Sales, Support, Marketing, Product, Engineering, and Finance.

RESPONSIBILITIES

  • Manage and scale a team of approximately 7 Enterprise Customer Success Managers
  • Design and launch critical programs to improve customer experience and operational efficiency
  • Segment & tier accounts portfolio and design service strategy to optimize resource and talent allocation
  • Provide business analytic strength to help drive initiatives critical to ongoing growth
  • Foster an environment of collaboration and ongoing learning within the team and across customer lifecycle
  • Partner with the enterprise sales team to optimize a seamless customer launch program
  • Executive Analysis of customer health to drive satisfaction, adoption, retention, and reduce churn
  • Maintain a deep understanding of our product and provide vetted, impactful customer feedback to the product team
  • Drive positive NPS across all of your reports and their customers
  • Improve upon our existing approaches to customer engagement and account management leveraging our CS platform
  • Enhance and/or add to our ever-growing Enterprise documentation such as implementation and project plans, customer success plans, executive business reviews presentations, etc.
  • Ability to travel 50% both domestic and international as needed

QUALIFICATIONS

  • Bachelor’s degree
  • Prior experience leading and/or building a customer success function around scaled customers
  • 5+ years of management experience in Customer Success, Account Management, or related customer-facing position within a rapidly growing SaaS company
  • Proven track record of conducting quantitative analysis to derive insights and implement growth strategies
  • People management and development; demonstrated leadership through accountability, continuous training and coaching
  • Be able to prioritize tasks and initiatives in a fast-paced environment, as well as problem-solve
  • Attention to detail is a must
  • Passion for travel and focusing on the customer experience
  • High energy, go-getter with fresh ideas who takes the initiative to get things done
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Technology we use

  • Engineering
  • Sales & Marketing
    • JavaLanguages
    • KotlinLanguages
    • SwiftLanguages
    • AngularJSFrameworks
    • SpringFrameworks
    • SalesforceCRM

Location

Right in the heart of Chinatown, SF - lots of hustle and bustle. We have great restaurants nearby and we're easily accessible by public transportation

An Insider's view of TripActions

How does your team reward individual success?

SHOUT-OUTS, SPIFFS, TEAM EVENTS. If you have top bookings - you get to wear the money jacket for the whole month!

Xander Garovi

Commercial Account Executive

How do you collaborate with other teams in the company?

There is a lot of collaboration, especially with Account Executives. We partner with them to find out the best strategies for outreach and how to best position the sell in order to optimize success in the deal.

Melissa Lord

Sales Development Representative

What are some things you learned at the company?

Being at TripActions has been the biggest learning experience in my career. One of the biggest things I’ve learned is adaptability. The company/team/role has changed so much from the time I’ve started and it’s been amazing to see it grow into what it is today.

Leighann Yamami

Senior Talent Acquisition Partner

What is your vision for the company?

Too often we blame technology for making our lives hectic and friction-filled - however, we fail to recognize, we are the ones creating the technology. TripActions is flipping the script, using technology to build real human connection.

Ryan Patrick O'Neill (RPO)

Senior Alliances Manager

What are TripActions Perks + Benefits

TripActions Benefits Overview

Competitive salary
Health: Medical, dental and vision
Food: Catered meals and drinks
Stock: Be invested in our future
Savings: Take advantage of our 401K matching
Travel: $2000 personal travel stipend to use on the app every year
Commuter benefits: Pre-tax benefit plus a $1000 yearly transportation stipend
People: Friendly, nice, and smart coworkers
Work/life balance: Take time off when you need it with an open vacation policy.
Location: WeWork located in the heart of SF

Culture
Volunteer in local community
Friends outside of work
Eat lunch together
Intracompany committees
Health Insurance & Wellness Benefits
Flexible Spending Account (FSA)
Disability Insurance
Dental Benefits
Vision Benefits
Health Insurance Benefits
Life Insurance
Pet Insurance
Wellness Programs
Retirement & Stock Options Benefits
401(K) Matching
Company Equity
Child Care & Parental Leave Benefits
Generous Parental Leave
Vacation & Time Off Benefits
Unlimited Vacation Policy
Perks & Discounts
Commuter Benefits
Company Outings
Stocked Kitchen
Some Meals Provided
We provide free breakfast on Thursday. Employees get free lunch on Monday, Wednesday, Friday.
Professional Development Benefits
Diversity Program
Mentorship program
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