Customer Experience Leader
1 month ago
Job type: Full-time
Hiring from: US or Canada
Category: Customer Support
PN is looking for a Client Care manager who’s passionate about health, fitness and helping people live their best life.
Precision Nutrition is growing, and we need an organized, multi-talented leader who can help us refine the client care practices of a fast-growing organization. As one of the largest nutrition coaching companies in the world, PN is bigger than it’s ever been — and it’s about to get bigger.
To help us scale, we need an agile, intuitive manager to build a customer support team and refine its strategy so we can help millions more people live healthier, happier lives.
We’re embarking on a new adventure, and we need an experienced manager to scale our customer support.
We’ve got an exciting journey ahead of us…
Over the next 10 years, Precision Nutrition will be expanding its world-class education and coaching services into a wide range of new fields, including yoga, group exercise, sports coaching, athletics, manual therapy and more.
To help us reach our goals and keep us moving forward, we need a Director of Customer Experience who knows how to boost both satisfaction and sales through the art of customer care.
Who we’re looking for
An adaptable manager fluent in every aspect of customer success.
Things change, and you’re deft at pivoting quickly. You aren’t too cautious, and you don’t overthink, yet you’re able to quickly integrate perspectives and move forward. As our strategy evolves, you can unpack what that means for the team, prioritize new tasks, and determine where client care can have the biggest impact on Precision Nutrition as a whole.
You're an independent, confident decision-maker.
You make things happen. When you're getting competing feedback, you know how to make an executive decision and keep moving. You trust in your own knowledge of best customer care practices, and if something doesn't feel right, you’re ready to jump in and make a change.
You’re an exceptional communicator who can grow a team.
You know how to inspire and be heard. You know the importance of communication, and can clearly articulate the rationale for your decisions. You’re good at identifying and leveraging your team members’ strengths, and where they have blindspots—you find ways to fill those gaps.
You know the tools of the trade.
You’re a savvy Service Cloud expert, and you know how to make use of its metrics so we’re using our customer data to its fullest potential. You know the channels through which we interact with clients—Facebook, Instagram, Twitter, direct email systems, and perhaps even phone—and you’re proficient in using them for customer service and success.
You can zoom in and zoom out.
You’re leading the client care team, which means you’ll be taking in lots of input from all sides—whether it be the front lines of customer service or what’s happening in the rest of the company at large. You’ll need to be able to help solve the small problems while also taking into account Precision Nutrition’s wider goals.
You’re a mind reader.
Well, not really—but you’re intuitive as heck, and you know how to read between the lines. You understand people, giving you the uncanny ability to anticipate a customer’s needs, understand the difference between what they say and what they mean, and know how to respond empathetically.
You’re a prioritizing machine.
When confronted with multiple competing perspectives, you’re able to hone in on what has the most value to the company at any given moment—and push back on the stuff that isn’t.
You're flexible and resilient.
PN is a fast-evolving company, and you have to thrive in an environment where you're always learning, testing new approaches, and seeking out other perspectives.
What you’ll be doing
Expanding and guiding a killer team that helps our customers succeed...
You’ll pave the way for our rapidly expanding client care team to be more agile, proactive, and effective.
Your mission is simple: build and scale the team into a well-oiled machine that can both solve our customer’s problems and sell them on our products. That means:
Building a flexible team. You’ll be handling everything from designing a flexible structure and onboarding new hires to training them and managing supplemental contractors. You decide what the team looks like, how they’re allocated to our different products, and how our customer service and success practices are developed.
Honing your team’s skills. You’ll develop ongoing training programs as we bring new people in, and define operational metrics for the team. You’ll build a system for tracking those metrics, review them regularly, and share them at the company level. You’ll always be looking for ways to improve our approach.
Learning our clients’ needs. You’ll identify insights from our clients’ issues, and ensure those are translated to the development, product, and marketing teams. You’ll learn the journey prospective customers go through as they come to us, and will have the opportunity to make actual sales through the customer service channels. You’ll learn about all of our audiences, and develop responses to the problems they have so we ensure they all leave telling their friends about the amazing experience they just had with Precision Nutrition.
Developing our strategy. You’ll identify the customer service industry’s best practices, decide which ones make sense at Precision Nutrition (or how we need to alter them for the way we work), and implement them for the team.
Working with the budgets. You’re responsible for P&L as it relates to the client care team, so you’ll be building budgets, managing forecasts, and proposing business cases for the different tools and organizational approaches that make sense for the team and PN.
A few important caveats
This is a dream job, if you’re the right person for it.
Must-Have #1: You must be experienced.
You have 10+ years of proven experience successfully leading operational customer service and success teams, both in B2B and B2C environments. You have a clear track record of developing service level agreements, developing key performance indicators, ensuring compliance, managing reputation, and communicating the company’s vision to your remote team. You have experience implementing systems that increase efficiencies and improve our overall customer experience.
Must-Have #2: You know every aspect of the field.
You aren’t just well-versed in customer service, but you also have a background in sales and customer success—and ideally even SaaS. You know how to establish best practices in all these areas so we’re serving our customers’ needs as efficiently as possible.
Must-Have #3: You’re tech-savvy and analytical.
You know how to prioritize inputs coming in and make recommendations. You have a keen understanding of financial metrics, budgeting, forecasting, revenue generation, data management analysis, and the ability to turn those into actionable plans. We rely heavily on digital support, so you’ll need a certain level of technical acumen to lead this team.
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