Global Customer Success Programs Manager at TripActions

| San Francisco
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ABOUT THE ROLE

TripActions is looking for a Global Customer Success Programs Manager to develop, test, and scale programs that educate and support our travel managers and travelers. This includes email campaigns to support onboarding, ongoing education of key stakeholders, CSM referral outreach campaigns, and more. 

In this role, you will own scaled customer success campaigns and programs for TripActions, and partner with CS leadership, marketing, data, and other teams to implement global initiatives that drive improved performance across TripActions. This is a high impact, high leverage role that will have an immediate impact on key metrics across our full business, including launches, adoption, and retention.

RESPONSIBILITIES

  • Identify, test, and scale programs to grow traveler adoption and help travel managers understand and unlock the value of TripActions
  • Work with CS leaders and CSMs to build and scale programs that automate key areas of CSM workflow. Create and refine segmentation to further personalize, localize, and enhance existing programs. 
  • Partner with the marketing operations team to build proactive and reactive email nurture campaigns targeting travelers, travel managers, and other key stakeholders.
  • Partner with CSMs and systems team to maintain an updated CRM of key stakeholder contacts to facilitate accurate targeting and suppression. 
  • Develop unified customer communications calendar, ensuring that communications through different channels are coordinated and aligned.
  • Build reporting and analytics to understand the impact of CS programs and drive further improvement. 

QUALIFICATIONS

  • 4-6 years of experience in scaled customer success or growth marketing
  • Proficiency in email marketing and CRM systems (Salesforce, Markeo, Eloqua) a big plus
  • Data-driven, analytical mindset, with hypothesis-driven testing approach
  • A strong communicator, able to explain complex technical issues to technical and non-technical audiences to drive alignment and buy-in
  • A nose for value to understand where to focus efforts on in order to drive immediate value for the organization
  • An ability to balance being detail-oriented and seeing the big picture
  • A “do whatever it takes” attitude to affect change within the organization
  • An ability to work well with a variety of stakeholders towards a common goal
  • Familiarity with data structures that ease the generation of reliable data is a plus
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Technology we use

  • Sales & Marketing
    • 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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