Director of Customer Success & Support

| Greater Denver Area | Hybrid
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Director of Customer Success & Support

First impressions matter. TaskRay is on a mission to ensure businesses get off to a great start with a flawless customer onboarding experience. TaskRay is the leader in customer onboarding in the Salesforce ecosystem. We help companies manage their onboarding and implementation processes, drive greater efficiencies, and create unmatched customer experiences – all within Salesforce.

We're looking for a Director of Customer Success & Support to join our team to help us grow, scale, and coach our post-sale teams resulting in our customers meeting their desired outcomes throughout the Salesforce ecosystem’s 3 million+ users.

Some stuff that we're looking for, culture-wise:

Connection. We deliver exceptional experiences. We build enduring relationships with both internally and externally by listening, anticipating needs, doing what is right, and always going above and beyond.

Craftsmanship. We are lifelong learners. We approach our work with curiosity and an open mind. We constantly look for ways to improve our products and ourselves, never settling for good enough.

Grit. We run towards challenges. If something seems unsolvable, it unleashes our persistence, our creativity, and our ability to move through uncertainty to create a solution.

Energy. We embrace joy. We love what we do and bring our best selves to work each day. We seek to share our optimism and compassion with everyone around us.


Some traits we're looking for, from you:

  • You measure our success by the success of our customers. As an effective leader, you will instill these values in your team to ensure our customers are receiving an excellent customer experience.

  • You will inspire customer success internally across the company and externally through building advocacy and referencability.

  • You are obsessed with adding value to your team through coaching and feedback.

  • You run hard towards challenges with a sense of calm and purpose.

  • You don’t have a playbook that you apply to all organizations equally. You can apply best practices where that makes sense, but understand the nuances enough to customize your approach.

  • An advocate for your team and customers. By doing right by them, you do right by TaskRay.

What your day to day looks like:

  • Continue to build a world-class Customer Success & Support organization which includes onboarding (using TaskRay, obviously), proactive customer success, expansion, and customer support.

  • Defining and then redefining processes to break down barriers and challenge the status quo.

  • Execute accurate forecasting and planning via strategic customer segmentation.

  • Influence lifetime value through higher product adoption, customer satisfaction, and overall health scores.

  • Coach and mentor members of your team on call coaching, development, implementing best practices, and establishing accountability across the team.

  • Provide transparency and insight of your team’s performance to the leadership team.

  • Recruit top talent for your growing teams.

  • Collaborate with sales to provide relevant solutions consulting to enable a productive sales cycle and  pull onboarding experience up the funnel.

  • Work closely with marketing to develop and drive campaigns to support retention & expansion activities.

  • Align with our product team to drive roadmap and offerings to address customer needs & increase customer retention.

  • Speak directly with customers in good times and in bad and when escalations are required, you will foster a culture of openness with your team and our customers.

What you bring to the table:

  • 3+ years of experience as a Director of Customer Success with outstanding measurable achievements

  • A data-driven approach to business. You need to be ready to let the numbers measure success and structure process around where you see success

  • Experience leading and scaling CS & Support teams in growth-stage companies.

  • Experience operationalizing the customer journey by building and implementing a scalable operational process and improving time to value for customers.

  • Prioritize coaching to ensure the team hits their individual professional goals

  • Exceptional communication, coaching, listening, and interpersonal skills

  • Experience building customer training capabilities

  • Proficient in the use of Salesforce, Zendesk, and Mixpanel

  • Experienced in the Salesforce ecosystem preferred but not required

  • Travel Requirements < 20%

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Technology we use

  • Engineering
  • Product
  • Sales & Marketing
  • People Operations
    • JavascriptLanguages
    • ReactLibraries
    • ReduxLibraries
    • JestFrameworks
    • Node.jsFrameworks
    • Google AnalyticsAnalytics
    • MixpanelAnalytics
    • AxureDesign
    • Google DriveManagement
    • Google DocsManagement
    • Google SlidesManagement
    • TrelloManagement
    • HootsuiteCMS
    • WordpressCMS
    • SalesforceCMS
    • Chorus.AICRM
    • SalesforceCRM
    • Salesforce PardotCRM
    • ZoomInfoLead Gen
    • SlackCollaboration
    • ZoomCollaboration

Location

We're located in the River North Art District of Denver (aka RiNo), "Where Art Is Made." RiNo's blend of urban charm and unique industrial revival is home to a diverse mix of creative businesses. And the art extends beyond gallery walls here with colorful murals around almost every corner!

An Insider's view of TaskRay

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

Work-life balance has become such a buzz word. It’s hard to know whether companies truly value it or just use it as a lure to draw people in. TaskRay values it. Flexible PTO, vacation BONUSES, paid sabbatical, FriYay, flexible/remote work, and a team who’s got your back while you’re out. Taking time off is a guilt-free experience - as it should be.

Jon

Account Executive

How do you collaborate with other teams in the company?

At TaskRay, collaboration is built into the fabric of the company. Freely sharing ideas, opinions, and perspectives helps us make the best possible product. We have worked hard to create a structure where everyone's ideas can be heard. It's because of this that you'll get to see your ideas come to life on a regular basis.

Bethany

VP, Product and Engineering

What are TaskRay Perks + Benefits

TaskRay Benefits Overview

We take care of our people. One of the things that make working at TaskRay a rewarding experience is our focus on taking care of our employees and their families. We truly believe that embracing our employees and offering them benefits that enrich their health, their minds, and their lives is critical to creating a strong culture and keeping a workforce that is primed and ready to deliver the best products and services possible to our customers and soon-to-be customers.

Besides a competitive salary and bonus compensation, these additional benefits are part of your total comp package at TaskRay.

Culture
OKR operational model
Open office floor plan
Flexible work schedule
At TaskRay, we love Fridays but we love Friyays even more. We give every other Friday off to half the company at a time. That’s right. Every. Other. Friday. Yay!
Remote work program
Diversity
Hiring practices that promote diversity
Health Insurance & Wellness Benefits
Flexible Spending Account (FSA)
Disability insurance
TaskRay provides company paid short and long term disability coverage.
Dental insurance
Vision insurance
Health insurance
Employees are covered at 100% for the CO Base Plan for medical, dental and vision. Options to upgrade and add dependents.
Life insurance
TaskRay provides company-paid life insurance as well as options to upgrade and add dependents.
Wellness programs
Employees enjoy a $600 per year reimbursement for exercise equipment, gym membership, ski pass, cooking classes, massage—think things that spark joy and help you relax and feel well.
Mental health benefits
TaskRay offers an enhanced Employee Assistance Program (EAP) offering for you and your entire family.
Financial & Retirement
401(K)
401(K) matching
TaskRay matches 100% of employee 401k contributions up to the first 3% of pay, then 50% of employee contributions on the next 2% of pay.
Performance bonus
Child Care & Parental Leave Benefits
Childcare benefits
Dependent Care FSA available.
Generous parental leave
TaskRay offers 16 weeks leave for new mothers covered at 100% of base salary.
Family medical leave
TaskRay provides 12 weeks of family and medical leave.
Vacation & Time Off Benefits
Unlimited vacation policy
Generous PTO
Not only do we offer flexible PTO (no cap) but we actually pay our employees to take time off. When you take five consecutive days off, you’ll receive a vacation bonus of $1,000, up to twice per yea
Paid volunteer time
Sabbatical
At TaskRay, we believe breaks make us all better in the long run, so we're proud to offer a paid sabbatical program. Paid sabbatical length ranges from 2-6 weeks depending on tenure.
Paid holidays
Paid sick days
Office Perks
Company-sponsored outings
Free snacks and drinks
You'll always find an array of snacks in the TaskRay kitchen, and beer for when you're closing out the day.
Some meals provided
We love getting the team together around our community table in the office.
Company-sponsored happy hours
Onsite office parking
Pet friendly
If you're headed into the office, feel free to bring your pup. And if you're taking advantage of our remote/flex work environment, have your pet around all the time!
Fitness stipend
Take advantage of our $600 annual wellness benefit to support your fitness goals.
Home-office stipend for remote employees
TaskRay provides employees a $50 per month cell phone reimbursement.
Professional Development Benefits
Job training & conferences
Ongoing education and training expenses are covered to help further professional growth.
Promote from within
Continuing education stipend
Ongoing education and training expenses are covered to help further professional growth.
Continuing education available during work hours
TaskRay employees have access to LinkedIn Learning as well as other resources that foster our team's love of learning.
Online course subscriptions available
Paid industry certifications

Additional Perks + Benefits

At TaskRay, we strive to make you part of the family. And for our employees who decide to grow with us - they look forward to celebrating their work anniversary every year with an Anniversary Bonus of $1000 for each year of service (i.e.after one year get $1,000, after two years get $2,000, and so on!).

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