Director Of Customer Engagement at Alchemer

| Greater Boulder Area
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The Company

Company Background

Founded in 2006, SurveyGizmo is a powerful survey and workflow platform that empowers business professionals to engage their customers and employees in directing their business. As SaaS application software, it offers user-friendly data collection tools for understanding customers, markets, and employees in real time and communicating this information across an organization. It provides data insights in over 200 countries, with 50K new surveys created and 5M responses collected every week.


The Company is undertaking a brand and messaging evolution that will drive significant differentiation and growth over the coming years. It has tremendous opportunity to continue its current growth, based on market size and the potential for more sophisticated product positioning and a robust sales and marketing engine.


Details on SurveyGizmo’s products and services can be found on our website (www.surveygizmo.com).




The Position

Main Focus and Challenges

SurveyGizmo is a powerful and accessible platform that allows organizations to transform their business through signals from customers and employees. We need to continue to improve and evolve our Onboarding and Professional Services teams to anticipate and meet the needs of our growing customer base. As SurveyGizmo assumes more and more enterprise customers, the expectations for these capabilities continues to increase. This role provides the right person with the opportunity to lead and grow our Onboarding and Professional Service teams, as well as deliver innovative solutions that enhance our customer’s experience.


As the Director of Customer Engagement, you will lead and expand our Onboarding and Professional Services teams as well as define and roll out new and innovative strategies to drive customer engagement.

The role, reporting to the VP of Customer Success, will be responsible for:

  • Customer Onboarding
  • Delivering on-time and on-budget client engagements that maximize value for our customers through the Professional Services team
  • Defining and implementing Customer Engagement strategies

The Director of Customer Engagement will work closely with members of their teams, as well as our Sales, Product, and Customer Success teams to ensure our customer’s needs are met as quickly as possible, gaining the optimal value out of our platform. You will be accountable for ensuring our customers continue to expand the depth and breadth of the SurveyGizmo platform across their organizations. The ideal candidate loves developing and improving processes to maximize quality, performance and throughput all while providing technical direction and leadership.

The ideal candidate is passionate about building and running teams that consistently deliver on-time, high quality solutions that exceed customer expectations and drive customer retention. You will be expected to measure, monitor and improve key metrics to drive operational excellence from the team you lead in order to evolve our Customer Service offerings to meet the needs of our customers.  



Specific Responsibilities


  • Lead the Customer Engagement organization including customer onboarding, professional services, custom solution delivery, and customer engagement programs
  • Build a team and culture that promotes innovation, on-time delivery and reliability for our customers
  • Develop the vision and strategy for the Customer Engagement organization, including improved onboarding and solution delivery methodologies
  • Manage the P&L for the Professional Services business
  • Drive positive contribution margin on Professional Services engagements, ensuring delivery timeline and profit targets
  • Work with our Sales and Product Management teams to ensure projects are properly scoped and can be delivered successfully
  • Ensure on time go-lives and drive engagements to full completion
  • Assess risks, anticipate bottlenecks, provide critical issue management, balance trade-offs and encourage risk taking to maximize business value
  • Communicate and interact with customer senior level executives and leaders, establishing credibility and developing trusted partner relationships
  • Manage engagements across multiple customer-facing projects
  • Develop, maintain, and continuously improve customer-facing delivery templates, processes, and collateral
  • Identify trends common across different customers to help improve solutions, existing tools, process and product features, including working with Product Development and Sales
  • Articulate, contextualize, and champion customer requirements that necessitate software enhancements and solutions to internal Product Management, Solution, and Technology teams
  • Develop, measure, and improve Professional Service KPIs (velocity, quality, resource utilization, etc.)
  • Design and implement an innovative Customer Engagement program that measures and predicts customer engagement
  • Develop strategies based off the Customer Engagement program to drive expanded use of the SurveyGizmo platform across our customer’s organizations

The Person

Qualifications & Experience

  • Bachelor’s degree in Engineering, Computer Science, Business Administration, Economics is preferred
  • 7-10+ years working with customers in software implementation and/or consulting capacity with deep experience in project and change management
  • 5+ years working in a leadership capacity
  • Experience in hiring and building high performing teams
  • Fundamental understanding of SaaS systems programming and development
  • Experience with implementation of ERP, SaaS platforms, or related systems is strongly preferred
  • Exceptional communication and presentation skills; strong listening skills; demonstrated ability to ask effective questions
  • Exemplary critical-thinking skills (creative thinking and strategic problem solver), attention to detail and ability to perform tasks with a high degree of accuracy
  • Excellent people management skills with focus on people development
  • Ability to turn difficult situations into pragmatic solutions while maintaining customer satisfaction
  • Energetic, highly dependable individual with solid organizational and collaborative skills
  • Proficient in Microsoft Office with strong skills in Excel, PowerPoint, Project, Word and Visio
  • Proven ability to manage teams to meet key milestones while achieving quality, scalability, security, and redundancy requirements
  • Team player with demonstrated communication and organizational skills. Comfortable leading meetings and presenting in front of groups of colleagues, partners or customers
  • Provide ability to manage Customer Onboarding and Professional Services teams to meet key milestones while achieving quality, scalability, security, redundancy and usability requirements
  • Proven ability to thrive under tight deadlines while successfully juggling a multitude of projects simultaneously
  • Highly self-motivated, customer centric, with a passion for success

Personal Characteristics

  • Brings the right combination of intelligence, ambition and hunger to build a great company, and humility and collaboration to succeed on the Customer Success team and at this company
  • A strong ability to relate to both fellow senior management team members and to the technical teams they lead
  • Ability to develop and set strategy, while having a willingness to “roll-up sleeves” to execute when required. Navigates seamlessly between being strategy and tactics
  • Effective listener that can get to the root of company and customer challenges. High-level problem-solving skills and ability to think creatively
  • Deep, inherent customer orientation and mindset. Delivering top-quality, differentiated service
  • Inspiring leader who motivates employees and engages customers.
  • Strong leadership development skills with the ability to attract, retain, and mentor top-level talent and forge high-performance, cohesive teams
  • Entrepreneurial spirit with an orientation to drive innovation and growth
  • Growth mindset; willing and able to be creative and innovative to support and drive growth
  • Excellent organization and problem-solving skills that enable one to juggle multiple responsibilities at once and consistently meet aggressive deadlines
  • Comfortable with ambiguity, dealing with issues proactively and decisively
  • Strong persuasive written and verbal communications abilities to clearly convey concepts and recommendations to leaders, from senior executives to line managers
  • Confident, comfortable and polished in front of audiences
  • Impeccable integrity, credibility, character and ethics

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Technology we use

  • Engineering
  • Product
  • Sales & Marketing
    • JavascriptLanguages
    • PHPLanguages
    • RLanguages
    • SqlLanguages
    • jQueryLibraries
    • Twitter BootstrapLibraries
    • VueLibraries
    • LaravelFrameworks
    • ZendFrameworks
    • MemcachedDatabases
    • MySQLDatabases
    • RedisDatabases
    • Google AnalyticsAnalytics
    • InVisionDesign
    • SketchDesign
    • JIRAManagement
    • WordpressCMS
    • HubSpotCRM
    • Microsoft DynamicsCRM
    • SalesforceCRM

Location

168 Centennial Parkway, Louisville, CO 80027

An Insider's view of Alchemer

What projects are you most excited about?

We are evolving our platform with new integrations, additional data analytics and machine learning. Built on AWS, we are adding new microservices and VueJS front end apps. We work with Docker, ElasticSearch, MySQL, Redis, PHP, Laravel/Lumen, Node.js, Express, Vue, Jest, ES6, Saas, Webpack and more. Help us build the future of insights software!

Ian

VP of Technology

How does the company support your career growth?

SurveyGizmo is awesome at encouraging growth of employees. They offer TONS of internal training to help you learn everything about the tool to maximize your potential. I am only a month in to my position, and I learned enough about our tool to go train 30 customers in Washington, DC. It was a successful event, and I am excited to learn more!

Alli

Training Specialist

How do you make yourself accessible to the rest of the team?

We keep an open door policy to ensure our employees can access any of our leaders. For myself, I am a servant leader and always willing to help any of our employees regarless of the situation or department.

Nolan

Sales Manager

What are Alchemer Perks + Benefits

Alchemer Benefits Overview

We offer a generous benefits package and a variety of perks including:
- Affordable Medical, Dental, and Vision plans through Cigna (90% medical premium paid for employee only coverage)
- Up to $2,250 in annual cafeteria funds to be used for wellness, commuter expenses, or continuing education
- Company paid Short-term/Long-term Disability, Life and AD&D coverage, and Accident Insurance
- Founder's Pool profit sharing program
- Generous PTO policy, starting at 15 days, plus major holidays and 4 float days
- Onsite complimentary massages weekly
- Discounted memberships for health clubs
- Dog friendly office
- Casual dress code
- Nearby biking and walking trails

Culture
Eat lunch together
Intracompany committees
We have a volunteer-based club that meets biweekly to plan fun events for the office such as holiday parties, onsite happy hours, and new employee welcome events.
Daily stand up
Open door policy
Team owned deliverables
Team based strategic planning
Open office floor plan
Health Insurance & Wellness Benefits
Flexible Spending Account (FSA)
SurveyGizmo employees can contribute up to $2,700 annually to their FSA.
Disability Insurance
Dental Benefits
Vision Benefits
Health Insurance Benefits
Life Insurance
Retirement & Stock Options Benefits
401(K)
401(K) Matching
SurveyGizmo provides employees with a 401(k) matching plan managed by AmericanFunds. We match 100% of contributions up to 6% of an employee's annual gross pay with no vesting period.
Performance Bonus
Child Care & Parental Leave Benefits
Generous Parental Leave
Flexible Work Schedule
Acme Co. provides employees with a flexible work schedule that includes Flexible start and end times.
Family Medical Leave
Vacation & Time Off Benefits
Generous PTO
SurveyGizmo employees receive between 15 and 25 days per year of paid time off based on years of service.
Paid Holidays
Perks & Discounts
Casual Dress
Commuter Benefits
Stocked Kitchen
Parking
Pet Friendly
Fitness Subsidies
Professional Development Benefits
Tuition Reimbursement
Promote from within
Continuing Education stipend
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