Vice President - Customer Experience at WorkStep

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Description The Company:
WorkStep is the leading software provider of workforce retention and hiring solutions for the supply chain industry. We're a Series B startup (backed by leading investors) who is disrupting the industry and changing the way companies have traditionally hired and retained their frontline supply chain workers.
Our mission is simple: to make the supply chain a better place to work. How? By helping companies within e-commerce, manufacturing, retail, transportation, and logistics make better-fit hires and improve their frontline workforce satisfaction and retention.
The Role:
We are looking to bolster our leadership team at WorkStep by hiring a Vice President of Customer Experience. This role will report to the Chief Revenue Officer and will own the revenue performance of existing WorkStep HIRE and RETAIN customers. This leader will be responsible for efficiently architecting the fully-remote Customer Success and Account Management organizations to be customer-centric, enterprise-grade, and internally excellent. As an ideal candidate, you are able to both develop long-term growth strategies while executing tactically to meet revenue goals and deliver high customer satisfaction. You are a people leader with experience in scaling and developing Account Management and/or Customer Success teams at a growth-stage startup.
Responsibilities:
  • Ownership of NRR for WorkStep HIRE and RETAIN for the existing customer baseLead and scale existing Account Management and Customer Success teams, including organization design, hiring, onboarding, skill development, and career paths
  • Account Management Activities: (With Director of Account Management + 4AMs)
    • Renewals, Expansion, Up-sells, Cross-sells
  • Customer Success Activities: (Team of 5 CSMs today)
    • Onboarding, Launch, Adoption, Health, QBRs, Minimize Churn
  • Define customer life cycles for WorkStep's products - HIRE and RETAIN
  • Development of Playbooks: process, infrastructure, and tools to scale consistently
  • "Voice of the Customer" within WorkStep - product feedback loops, escalations
  • Customer communication - own customer marketing including email campaigns and webinars
  • Lead the WorkStep Customer Advisory Board program
Requirements
  • Proven experience in successfully scaling a Customer Success or Account Management organization at a high growth SaaS company
  • High impact leadership skills, including setting a clear vision and strategy, hiring, motivating, and coaching others, driving urgency and results
  • Commercial acumen - You know how to leverage data to identify revenue opportunities, trends in customer satisfaction, and retention risk. Experience in implementing and measuring operational metrics to meet revenue goals.
  • Experience working with complex, enterprise-level accounts with multiple relationships and stakeholders (executives and users)
  • A consultative and data-centered approach to delivering customer value and outcomes
  • World-class presentation and customer interaction skills
  • Track record of collaborating with cross-functional peers for product, marketing and new business feedback
  • Comfortable in a smaller rapidly evolving early-stage start-up environment working remotely
  • Passion for the WorkStep mission

Preferred Experience:
  • Previous HR Tech Industry Experience
  • Sales Methodologies such as Sandler, Proactive Selling
  • Industry experience in either warehousing, distribution or manufacturing
Benefits WorkStep is a fully remote company, meaning our team can work from where it suits them-whether that's East Coast or West Coast, in the mountains, or at the beach. We're a collaborative bunch who are focused on helping our customers succeed and deliver results, FAST. But we also know how to have fun and enjoy each other's company. Our benefits include:
  • Remote working environment
  • Unlimited PTO
  • Top-notch technology
  • Quarterly team building on-sites (when safe to resume)
  • Workspace, wellness, and L&D stipends
  • Competitive company-sponsored health, vision, and dental benefits package
  • Opportunity to join a passionate, motivated, and fun team at an early stage to help shape and execute on our mission

If you're a collaborator who likes a challenge, who doesn't mind rolling up their sleeves, and wants to join a fast growing company at an early stage, we want to hear from you!
WorkStep is an EEO employer. We do not discriminate against any applicant for employment, or any employee because of race, color, religion, national origin, age, sex, sexual orientation, gender identity, gender, disability, age, or protected veteran status. We are committed to building a safe, inclusive environment for people of all backgrounds.
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Technology we use

  • Sales & Marketing
    • WordpressCMS
    • Chorus.AICRM
    • HubSpotCRM
    • LinkedIn SalesNavigatorCRM
    • OutreachCRM
    • SalesforceCRM
    • ZoomInfoLead Gen

An Insider's view of WorkStep

What are some social events your company does?

WorkStep puts on some awesome virtual events! We have had a Halloween Murder Mystery party, weekly happy hours and lunch & learns, and we have annual holiday parties as well! When permitted, we hold regular offsite team building events to come together and have fun.

Samantha

Recruiter

How do you collaborate with other teams in the company?

As the Content Marketing Manager at WorkStep, I regularly work with all teams to understand and develop our goals and build messaging to support that. I attend daily wrap up meetings, weekly check-ins, and hear from different departments during weekly lunch and learns. Slack also allows me to easily communicate with anyone at WorkStep.

Kristina

Content Marketing Manager

How would you describe the company’s work-life balance?

After joining the WorkStep team, for the first time in my career, I have a healthy work-life balance. Working from home and having a flexible schedule allows me to get my work done but also put my role as a mom first. My family doesn't suffer and I'm able to feel rewarded as a member of the WorkStep team.

Beth

Demand Generation Manager

What are WorkStep Perks + Benefits

WorkStep Benefits Overview

• Remote working environment
• Unlimited PTO
• Top-notch technology
• Quarterly team building on-sites (when safe to resume)
• Workspace, wellness, and L&D stipends
• Competitive company-sponsored health, vision, and dental benefits package
• Opportunity to join a passionate, motivated, and fun team at an early stage to help shape and execute on our mission

Culture
Partners with Nonprofits
Donations to Feeding America during the holiday season.
Daily sync
Open door policy
Team owned deliverables
Team based strategic planning
Group brainstorming sessions
Diversity
Highly diverse management team
Hiring Practices that Promote Diversity
Health Insurance & Wellness Benefits
Flexible Spending Account (FSA)
Disability Insurance
Dental Benefits
Vision Benefits
Health Insurance Benefits
Life Insurance
Wellness Programs
Retirement & Stock Options Benefits
401(K) Matching
Company Equity
Child Care & Parental Leave Benefits
Generous Parental Leave
Flexible Work Schedule
Remote Work Program
Vacation & Time Off Benefits
Unlimited Vacation Policy
Paid Holidays
Paid Sick Days
Perks & Discounts
Casual Dress
Company Outings
Happy Hours
Virtual happy hours!
Pet Friendly
Virtual pet cameos welcomed!
Fitness Subsidies
Home Office Stipend for Remote Employees
Professional Development Benefits
Lunch and learns
Promote from within
Continuing Education stipend

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