Please direct your responses to: http://hire.jobvite.com/CompanyJobs/Careers.aspx?c=qF99VfwC&v=1&page=Job%20Description&j=oEMvXfwC
We are in the midst of a work revolution – quality work is moving online. And Elance is where the jobs are going. We're building the infrastructure that capture clients and freelancers' preferences and requirements, matching jobs with the best freelancers available, and maximizing the chance of great outcomes. And that's where you come in.
Elance is looking for a stellar Customer Success Manager (CSM) who will be responsible for ensuring the success of first time premier users on the Elance site by sharing Elance's best ideas, innovations, and capabilities. Not only will you help to ensure a successful customer engagement, but you will also help grow their use of the Elance platform. This is a new role in the company and has enormous growth potential as we grow out our overall Customer Success Team and Strategy. But most importantly, you will not be asked to just execute a program, you will be asked to improve and grow it.
In this role, you will:
•Act as a trusted advisor to the client to help ensure the best outcome for the clients' jobs
•Manage all day-to-day operations of the program
•Plan, execute and respond to key communication streams
•Actively solicit and respond to feedback from client
•Encourage increased adoption of Elance features such as Teams
•If needed, work with both the client and the freelancer to ensure clarity of job requirements
•Proactively monitor customer activity and provide insights and solutions to improve outcome
•Develop and share best practices with clients
•Help design the large-scale strategy for customer success management beyond premier client management. This includes providing input into:
oProduct and process changes
oEducation programs
oCustomer support
oPolicy improvements
To win in this role, you need:
•A deep passion for Elance. We are a unique company - we don't just sell something, we empower people around the world
•To be fun, energetic and like to work with leaders who have a sense of humor and glass-half-full mentality
•Exceptional project management skills
•A keen desire to help customers be successful
•Experience with Salesforce, (including ability to send out emails in bulk)
•Excellent verbal and written communication skills
•5+ years related experience
•BA/BS, it's required
About Elance
Come work where people say "Happy Monday" and actually mean it (seriously, no joke).
A funny thing happens when your job is putting mile-wide grins on the faces of online freelancers and the businesses who hire them. You start to smile a lot yourself, knowing you're helping people live the dream and get great work done ASAP.
You see at Elance we're not just creating a revolutionary place for businesses to find, hire and work with online freelancers. We're also creating a fun place to work. And to keep the good times going strong we're always looking for amazing people ready to help the world work differently.
So check out our job openings in the Silicon Valley, San Francisco and Europe. Then join Elance as we change how the world works, and learn why around here TGIF means "This Gig Is Fantastic."
Visit us at www.elance.com.
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