Customer Success Team Lead

Job description

**Who we are looking for...** Promenade, (formerly BloomNation) is scaling rapidly and seeking a Customer Success Team Lead. You’ll play a pivotal role in delivering value to your book of business, helping our partners grow their own business and ensuring strong customer retention with the assistance of 5 offshore reps under your supervision. This role is best suited for someone who is empathetic, driven, loves solving complex problems with grace and gusto, and balances a competitive nature with being a team player. Working well under pressure and being comfortable with ambiguity are also important - we like to move fast, and that means things can change quickly! This is not a management role, but you should be comfortable with handing off tasks to the offshore team, and reviewing the quality of their work before passing it along to our restaurant and floral partners. You should have at least 1 year of experience in a Customer Success role where you were responsible for retention of a dedicated book of business. Bilingual in Spanish is a big plus! ### Specifically, you will… - Take ownership of a book of business, ensuring that all your clients receive the value they expect from Promenade. - Maintain high retention and build trust and rapport with your book of business. - Work with our customers to identify their needs, then work with our offshore reps to make sure those needs are met - Identify opportunities to streamline processes and improve efficiency within the team - Handle support requests from your book of business via email and phone. - Triaging incoming support issues, accurately diagnosing them, and escalating bugs to the engineering team. - Acting as an advocate for Promenade’s partners and providing them with outstanding service while resolving issues in a timely and efficient manner. - Identifying trends and inefficiencies to enhance the support process and improve the user experience. - Be a product evangelist! Helping partners use our Promenade products to change the way local businesses connect with their community. ### What’s in it for you... - Equity/Stock options in a profitable and rapidly growing company - Great Medical/Dental/Vision coverage - Transportation coverage in the form of parking, rideshare, or metro credit - Fully stocked snack bar & weekly catered lunches - The company provided gear & swag (MacBook Pro, t-shirt, sunglasses, etc.) - Ability to mold your career and make an immediate impact - Work in a fast-paced, fun environment with an eclectic group of people from all over the world ### You will excel if you have... - A natural people person and relationship builder - Passionate about serving small businesses and being apart of a growing startup - Tech savvy and can quickly pick up sales/support tools such as Salesforce, Confluence, and proprietary systems - An excellent communicator, both in writing and over the phone - Friendly, optimistic, and have a caring demeanor - Adept at working well under pressure and with tight deadlines