Please direct your responses to: http://hire.jobvite.com/j/?cj=o2qqWfwy&s=kitlist">here</a>
Director, Customer Success (SMB) | Elance Headquarters - Mountain View, CA
We are in the midst of a work revolution – it's moving online. And Elance is where it's going. Elance, the world's leading platform for online employment, helps businesses hire and manage in the cloud.
The Director of Customer Success leads a team of experts in online work who coach small-to-medium businesses (SMB) on how to hire and manage talent using Elance. You will have a major impact on our customers' first impression of Elance and on their ability to succeed with our service. You will build and lead an amazing and engaged team of skilled customer success specialists.
Your Responsibilities
• Become an online work expert, coach and evangelist
• Lead the customer success organization including hiring, training and managing performance
• Build out the organization infrastructure, including content, tools like salesforce, training and analytics
• Help customers succeed by developing and providing best practices, advising on appropriate uses of our platform and guiding customers to their first online team on Elance
• Deliver educational materials to customers using webinars, videos, white-papers, speaking-engagements and events (working with marketing)
• Effectively communicate the features and benefits of the Elance platform and network
• Listen and learn how our customers experience our platform and provide product input
• Monitor and continuously improve the customer success operations
• Mobilize the Talent acquisition, Customer Service and Product to maximize client success
• Measure success by the impact on key business metrics like bookings and customer satisfaction
Your Qualifications
• 5-10 years of relevant experience in consultative customer success roles in leading technology or service companies
• 3+ years of experience building and managing large, professional teams.
• Excellent written and verbal communication skills, with great attention to detail
• Strong track record of delivering business results
• A passion for helping startups and small-to-medium businesses to grow and succeed
• Comfortable managing a high daily volume of client phone calls and email/chat
• Experience with CRM systems like salesforce.com
• Bachelor's degree with an excellent academic background required. MBA a plus
About Us
Why do great people come to Elance? They do what they love, work on what´s important and want to embrace a new way to work that is transforming businesses and careers all over the world.
We're always looking for bright and talented people to join us in building the world´s leading online employment platform. We provide an easy, cost-effective solution to match up employers with a qualified and ready workforce that represents some of the best in technical, creative, administrative and business talent. If you want to join a company that is making a difference in people´s lives every day, Elance is for you.
Apply Online
http://hire.jobvite.com/j/?cj=o2qqWfwy&s=kitlist">here</a>
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