Customer Onboarding Manager, Privy at Attentive (Remote)

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About Attentive: 
Attentive® is the leader in conversational commerce, reinventing business to consumer communication. Our SMS-first software platform helps everyone from entrepreneurs to enterprises strengthen relationships with their consumers in a new way. Through two-way, real-time, personalized communications, we drive billions in e-commerce revenue and over 5,000 leading brands like CB2, Pura Vida, Urban Outfitters, Jack in the Box, and Coach rely on Attentive to deliver powerful commerce experiences.

In March 2021, Attentive announced a Series E investment and is backed by Coatue, Bain Capital Ventures, Sequoia, IVP, and other leading venture firms.  Privy, a subsidiary of Attentive, is the email marketing platform for Shopify & Wix stores that need the tools & coaching to grow from $0 to $1 million in sales. We're the #1 reviewed sales app in the Shopify app store, and to date 500,000+ small e-commerce brands around the world use Privy-- and we've helped them generate $6 billion in sales so far. Our mission is to provide the tools, education, and support small ecommerce brands need to grow their online stores and build thriving businesses.

About the Role: 
Privy is expanding our Customer Success team! We’re looking for a Customer Onboarding Manager who can join our Customer Onboarding program and help grow the evolving team. We’re the #1 rated sales platform in the Shopify App Store, so you’ll get to work with customers who love working with us! Privy is growing fast, so you’ll have the opportunity to make an outsized impact on a fast-moving start up. Your job will be to help our SMB ecommerce customers get off on the right foot by training them on Privy’s suite of conversion, email, and SMS tools as well as coaching them on ecommerce best practices and strategies for their brands.

Your Goals

  • Build relationships with our merchants that they value
  • Help customers realize value from Privy’s tools and our resources
  • Positively impact “customer love” metrics such as retention, customer satisfaction, product adoption, and engagement

What You'll Do

  • Become a power user of the Privy platform
  • Coach merchants on ecommerce best practices and strategies to help them get the most out of their investment with Privy
  • Facilitate and run group training webinars
  • Exceed program KPIs
  • Proactively review customer dashboards, address any open issues, and ensure completion of Onboarding Program
  • Identify new opportunities & projects to meet the goals and objectives of the program
  • Collaborate cross-functionally on projects

A Typical Day May Include

  • 3-4 onboarding (1 hour) or check-in (30 min) calls with customers
  • Responding to incoming emails from customers in a timely manner
  • Building example campaigns and emails in customer accounts
  • Reaching out proactively to customers to ensure completion of our Onboarding Program
  • Researching, facilitating, and brainstorming ways to evolve the onboarding team’s processes

Who We're Looking For

  • ​​2-5 years in a Customer Success, Relationship Management, Account Management, or similar role
  • Hands-on experience working with a high volume of customers via phone and email
  • Working knowledge of the SMB marketing and e-commerce tech ecosystem is a plus
  • Ability to take customer pain-points or desired outcomes and prescribe suggestions and solutions in real time
  • Exceptional communication skillsEmpathetic, positive attitude with a desire to help SMB merchants
  • Highly organized, collaborative, and detail-oriented
  • Curious and willing to try things that may be outside of your core expertise
  • Team player Adaptable to change as this is a new team and quickly evolving
  • A great problem-solver with good judgment

Our Benefits That Put People First

  • Unlimited vacation policy with a two week minimum
  • 100% of healthcare premiums covered for employees and dependents
  • $100/month wellness reimbursement
  • Flexible work hours and fully remote options, including reimbursement for WeWork All Access
  • Daily lunch delivery credit and other goodies sent to home
  • Regular company-wide social events (even virtually!)
  • Generous annual education stipend toward job-related external learning opportunities
  • Annual charitable donation matching program
  • 12-weeks 100% paid leave for new parents
  • #LI-remote #LI-DF1

Attentive Company Values
Default to Action - Speed is our best offense and defense
Never Settle - Continuously raise the bar for yourself and your teammates
Hard Work Solves Big Problems - Success requires grit and resilience
Be Attentive - Work together as a team to drive greatness for our company and our customers 

If you do not meet all the requirements listed here, we still encourage you to apply! No job description is perfect, and we may also have another opportunity that closely matches your skills and experience.

At Attentive, we know that our Company's strength lies in the diversity of our employees. Attentive is an Equal Opportunity Employer and we welcome applicants from all backgrounds. Our policy is to provide equal employment opportunities for all employees, applicants and covered individuals regardless of protected characteristics. We prioritize and maintain a fair, inclusive and equitable workplace free from discrimination, harassment, and retaliation.

More Information on Attentive
Attentive operates in the AdTech industry. The company is located in New York, NY. Attentive was founded in 2016. It has 1165 total employees. To see all jobs at Attentive, click here.
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