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Fullsteam is a leading provider of vertical software and embedded payments technology dedicated to helping businesses flourish by providing their customers with seamless experiences. With a dynamic and growing team of 1,700 employees, we are committed to driving innovation and delivering best-in-class software and payment solutions that empower small and medium-sized businesses across numerous industries. Our purpose is to help our customers grow their businesses and delight their customers. Join us and be a part of a forward-thinking company that values growth, excellence, and the success of our clients.
Job Summary:
Aisle Planner, Inc. is seeking a goal-oriented full-time Customer Operations Manager to join our team. Reporting to the Company President, the Customer Operations Manager will work directly with the Sales, Marketing, and Customer Experience teams to create a cohesive and strategic approach to customer relationship management and operations for Aisle Planner, focusing on increased conversion and retention goals as laid out by the team. The Customer Operations Manager will work collaboratively to help drive the growth and expansion of the Aisle Planner platform. A successful candidate will be a team player and highly motivated by a fast-paced and collaborative environment. They will have high-quality standards and possess a strong attention to detail.
Responsibilities:
- Become an expert regarding Aisle Planner’s vision, core values, tool suite, and competitive value to execute a growth strategy for new customer conversion and retention
- Identify, Support, and help implement campaigns to grow the subscriber base
- Collaborate with customer service to identify opportunities for additional subscriber education and focused sales opportunities
- Collaborate with sales, marketing and product teams for new feature releases, to help identify marketing opportunities, and product growth initiatives
- Support the marketing team on ad hoc initiatives and projects
- Contribute to and support the continuous improvement of sales and customer success systems, practices, and policies
- Support the Sales & Marketing team by attending Networking and Sales events both locally and where travel will be required
- Support continued development of sales collateral/presentations
- Support the on-boarding of new Aisle Planner subscribers to ensure long term retention
- Work with the Sales, Operations, and Support teams to strategize and implement comprehensive product and support procedures with the intent to significantly impact customer satisfaction and retention
- Work with the Sales & Support teams to ensure customers receive valuable and high ROI from the Aisle Planner platform
- Maintain relationships with large scale users to ensure continued success within the Aisle Planner Platform
- Strategic client reach out to gather insight into the needs and growth opportunities for continued product development
- Planning customer lifecycles and setting the correct communication strategy including time of reach out, channels, and touchpoints, and enabling the success of the CS team
- Monitor and respond to customer support requests in Intercom and facilitate new customer demos and further education
- Utilize Intercom for active reach out to in-trial and new subscribers to help support the account set up experience
- Utilize Intercom to proactively reach out to subscribers that are starting to ‘slip away’
- Aid in the identification, connection, and ongoing support of industry partners for audience expansion and engagement
- This position will be integral in continuing to grow the internal Sales & Operations team and will need to possess strong managerial skills including leadership, delegation, and motivational prowess
- Ensure personal and deliverable objectives are met on an ongoing basis
- Work closely with Company President to maximize own strengths, improve weaknesses, and support individual and team career development
- Take a proactive role in promoting all Aisle Planner, Inc brands, identities, missions, values, and work
Qualifications & Requirements
- Experience with SaaS and/or cloud-based software sales and support
- Strong communication skills
- Strong experience in customer support, success, or SaaS product education a must
- Ability to remain calm under pressure and achieve tight deadlines
- Creative thinker with an open-minded approach to new ideas and team brainstorming
- Ability to multitask and strong organizational and time management skills
- Attention to detail
- A solid work-ethic and willingness to go above and beyond to drive success
- Bachelor’s Degree in Business, Marketing, or Communications preferred
- Minimum 5 years of professional experience in outbound sales and customer support
- Excellent verbal and written communication skills
- Highly computer literate
- Experience within the event industry is a plus
- Ability to travel as needed to promote Aisle Planner at Industry Events
Fullsteam supports an inclusive workplace that values diversity of thought, experience, and background. Fullsteam is an Equal Opportunity/Affirmative Action employer. All qualified applicants will receive consideration for employment without regard to race, religion, color, national origin, ancestry, age, physical or mental disability, sex, sexual orientation, gender identity/expression, pregnancy, veteran status, marital status, creed, status with regard to public assistance, genetic status or any other status protected by federal, state, or local law.
What We Do
Fullsteam is a leading payments and technology company that is actively acquiring software businesses across multiple verticals. We provide our family of companies with streamlined payments infrastructure and enhanced operational support in order to increase growth and improve profitability. Backed by Aquiline Capital Partners, Fullsteam is based in Auburn, Ala.
