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Relationship Management Lead

Grata

Grata

Customer Service
New York, NY, USA
Posted on Friday, March 1, 2024

Overview

Grata is looking for our next exceptional Customer Success leader with a passion for developing others, building effective teams, and helping us uphold and surpass our commitments to the customers we serve. We take pride in building an amazing product and providing the best possible customer experience. We are looking for someone to drive excellence in themselves and inspire it in their team.

About the Role:

  • Manage your own individual book of business of strategic accounts with a >100% retention.
  • Meet net retention goals (accounts and ARR) and CSAT/ NPS KPIs through data driven analysis, planning, and execution.
  • Assess client health and develop strategies to mitigate churn.
  • Lead, coach, motivate and support a team of 4-6 team members to achieve success and pursue their personal and career development.
  • Communicate transparently with leadership on business issues and potential solutions.
  • Take full ownership over their team and work.
  • Impact team member performance, growth, learning and development through coaching and mentorship.
  • Drive exceptional teamwork and collaboration while keeping everyone aligned to our mission.
  • Be guided by our customers’ experience as well as the company’s broader interests in day-to-day tasks, interactions and projects.
  • Communicate clearly and effectively, aligning team members around our strategy, collective and personal goals and KPIs.
  • Effectively measure performance, make decisions and optimize our impact utilizing different data points and sources.
  • Proactively invest time and effort towards staying up to date with relevant knowledge and know-how geared towards making each of their team members better through feedback and processes optimization.
  • Hire and onboard new employees.

About You:

  • 4+ years of experience in customer success within a SaaS environment
  • 2+ years of experience managing a customer support team and/or as a team lead
  • Exceptional organizational skills, including familiarity with technology-based solutions
  • Strong problem-solving abilities and a customer-focused mindset
  • Ability to work independently and lead initiatives in a fast-paced environment
  • Passion for customer experience, empowering others, and delivering value to customers
  • Excellent critical thinking skills; able to break down business problems and create solutions that align to business goals
  • Exceptional communication skills, both verbal and written, and ability to work across groups
  • Excellent team player with strong leadership skills

Perks & Benefits at Grata:

  • Unlimited PTO policy
  • Flexible Work Location policy: all employees are given a bank of time (up to 14 weeks!) of working remotely
  • Medical, dental, vision plans: we offer plans with 100% coverage of premiums for employees
  • 12 weeks of parental leave
  • 401k
  • Stock options for all of our employees
  • Equity Commuter benefits
  • Company-sponsored lunch through Grubhub on a weekly basis
  • Dog-friendly office

About Grata:

Grata is the first search engine for company discovery, providing a single source of truth to find small to middle market private companies. We are developing cutting-edge search technology leveraging NLP and ML to automate the B2B research process on millions of small and medium businesses in the U.S. We’ve recently experienced significant growth and raised capital from top investors who built Google and transformed the finance industry.\

When we find the right person, we strive to put our best foot forward with an offer we hope you find compelling. Actual compensation packages at the time of offers are based on a wide array of factors unique to each candidate, including, but not limited to: what you’d like to be paid, the skills/experience you bring and any role-dependent factors such as software expertise, what similar jobs pay in the NYC area, and our commitment to equal pay for equal work among those you’ll be working with. The compensation for this role is targeted at $75,000-90,000, plus equity and variable pay based on goals and quota attainment. Transparency is a core value at Grata, and we welcome direct conversations with each candidate about compensation in all of our initial calls.

Grata is committed to building an inclusive, equitable, and diverse organization. We embrace equal opportunity for all applicants and seek to foster a culture of belonging for our employees. We recognize and appreciate that the more inclusive we are, the better we will function as a team. Grata welcomes qualified applicants of any race, color, ancestry, religion, sex, national origin, gender identity, gender expression, age, marital or family status, disability, military veteran status, and any other status or background.