Member Services Representative - Bravado｜Meet.jobs

About the jobAbout the role:

We are looking for a detail-oriented and self-motivated Customer Success & Member Services Manager to join the founding GTM team for our new product, Bravado Flex.  Whoever fills this role will play a big part in paving the future success of Bravado, and while it should start very hands-on, this should evolve into a key executive position over time.

As the Customer Success and Member Services Manager for Flex, you will manage the entire customer journey from kickoff forward and the member journey from Flex opt-in through production.

You will have autonomy and must be able to organize and prioritize independently in order to find the path to success, but you’ll also have support: you will work closely with the GM of Flex and receive resources from the entire Bravado team to help you achieve your goals.  More specifically, you’ll get the help of:

 

Our Job Operations team to help you process Flex Rep candidates

Bravado Talent’s Customer Success Team to share best practices and help you iterate on the Flex CS playbook

Our Finance team to help you keep track of invoices and payments 

Our Data Science team to help you draw insights from Flex data

 

An ideal candidate is an excellent listener, communicator, and problem solver who has experience building new CS motions, working with senior leaders, and driving consultative conversations across industries.  You should thrive in a fast-paced environment, possess a deep understanding of the sales industry, and get tremendous joy from seeing our customers and members succeed. 

Major Responsibilities:

 

Use creative problem-solving & proactive communication to help each customer reach their goals and maximize the value they are getting from Bravado Flex.

Ensure a smooth onboarding for each new customer, including building customer accounts on the back-end of Bravado, leading customer kick-off calls, confirming Flex role details and identifying related gaps, preparing customers to onboard their Flex Reps, and setting up a check-in cadence.

Build trust with customers via fast and thoughtful responses to questions via slack and proactively communicate to clients at every step of the customer success journey.

With the support of the Job Ops team, evaluate Flex Rep candidates coming through Bravado’s pipeline and determine at a glance how strong of a performer they are.

With the support of the Job Ops team, Match promising Flex Rep candidates to customers based on each customer’s unique evaluation criteria

Build relationships with the highest-potential Flex Rep candidates and pitch them on why our customers (and Flex) are a good fit for them.

Sell matched candidates to employers, highlighting specific experiences or behavioral traits that make them a great fit.

Have a pulse on engagement and customer happiness with all assigned accounts (and their Flex Reps), and act as an advocate for each, representing their challenges to the rest of the company.

Collaborate with Finance and Flex leadership around Flex Rep success tracking, forecasting, invoicing, and Flex Rep payments.

Define and optimize the Customer Journey

 

Map customer journey (for customers and Flex Reps)

Standardize interventions for each point in the journey

Aggressively prioritize and segment the customer base

Identify improvement opportunities (and act independently on them)

 

Measure Effectiveness of Customer Success

 

Define key operational metrics

Establish a system for tracking those metrics

Create cadence for key metrics review within the company

 

 

Must Haves:

 

3+ years customer success experience, with at least 1 year at a startup

Combined background of post-sale and sales experience

Strong empathy for customers and salespeople

Experience partnering with cross-functional teams of product managers, sales, finance, operations, data analysts, and executive leadership

Process-oriented mindset and track record of continuous learning

Excellent communication and presentation skills

Ability to self-prioritize and operate independently