Director of Customer Success and Account Management, GoodTime.io
+ Pre-IPO Stock Options
Automated scheduling for interviews & meetings
Open for applications
Automated scheduling for interviews & meetings
21-100 employees
Open for applications
+ Pre-IPO Stock Options
21-100 employees
Company mission
GoodTime.io's mission is to create a future where every minute counts.
Role
Who you are
- 7+ years of experience and demonstrated success in a Sales, Renewals, or Account Management capacity with a strong focus on negotiating transactions and resolving contractual issues
- 3+ years successfully leading a team of Account Managers and/or Customer Success Managers
- Bachelor’s degree or equivalent experience
- High level of proficiency in Salesforce and Excel
- Experience with a Customer Success Platform (Gainsight, Strikedeck, other)
- Proven track record of quota attainment
- Excellent communication, presentation, and interpersonal skills
- Excellent customer management and negotiation skills
- Strong analytical background with proven problem solving skills
- Capable of explaining complex situations clearly and credibly across all functions and levels of the organization
- Adept at building strong networks and relationships
- Strong self-starter that thrives in a dynamic, fast paced, small team environment that is capable and willing to wear multiple hats
- Proven ability to work at a detailed level with multiple cross-functional internal stakeholders as well as the customer to build a business case and drive consensus
- Recruiting ATS and/or HR Technology experience a bonus
What the job involves
- The Customer Success & Account Manager Director will work closely with Marketing, Customer Success Manager, Finance, Legal, and Product to minimize attrition (both logos and dollars) and maximize growth potential, all while maintaining accurate forecasting
- This position works remotely and reports to the Chief Customer & Operations Officer
- Build strong relationships with leadership team and get buy-in
- Proactively identify potential attrition risks during the term of the contract and engage with the customer (specifically executives) and internal stakeholders (specifically CSMs) to minimize or mitigate these risks, resolve the underlying issue, optimize the financial outcome, maintain forecasts, and drive customer satisfaction
- Provide accurate 90 day rolling forecasts for assigned renewals through accurate maintenance of renewal opportunities and upsell opportunities (not during renewal period)
- Leverage existing processes and reporting as well as lead the creation of new methods for early identification of potential attrition to drive early engagement
- Create replacement contracts (renewals, upsells, downsells) and detailed quotes with approvals
- Provide CS department with regular status updates and accurate visibility to forecasted attrition and growth, and escalate as needed for support
- Provide guidance to the extended team on optimal resolutions for addressing common renewal, growth, contract issues
- Maintain renewal opportunities and associated data as needed to ensure accuracy
- Manage a high volume of engagements concurrently
- Maintain a strong level understanding of the GoodTime Hiring platform value (product and ROI opportunities, as it relates to the industry) to identify new opportunities for growth and/or to close the opportunities surfaced by CSMs
- Work cross-functionally to deliver an incredible customer experience
- Other projects as assigned
Our take
Goodtime provides a software package that makes it easier for companies to schedule interviews. The platform uses algorithms to sync up availability between a business and the ideal candidates. This is intended to ensure that companies can schedule interviews effectively, while also improving the level of dialogue that they experience with candidates.
In short, Goodtime reduces the administrative burden involved with hiring. The automation of the interview process is integrated directly with applicant tracking systems, leading to a joined-up and efficient solution, and the company also maintains a live database of applicant data, enabling companies to schedule interviews faster than was previously possible.
Goodtime is just one of many solutions available in this area, with rivals including Calendly, YouCanBook, ADP Workforce Now and Doodle, but the business stands out from the competition by delivering a bespoke package, with full customization of requirements and pricing. An interesting recent development for the company is a first-of-its-kind integration with Uber for Business, to lets users include vouchers for rides and meals to prospective hires directly in their interview invites.
Kirsty
Company Specialist at Welcome to the Jungle
Insights
Company
Funding (last 2 of 4 rounds)
Jun 2021
$9.5m
SERIES A
Oct 2018
$5m
SERIES A
Total funding: $16.7m
Company benefits
- Pre-IPO Equity - Get rewarded as an early part of GoodTime’s success
- Parental Leave - After six months, all employees are eligible for eight weeks of paid parental leave
- 401k Savings Plan - We help you save for the future automatically
- Home Office Subsidy - Want a new chair? Desk? Monitor? Whatever you need, we’ll reimburse you up to $500
- Flexible Time Off - Our Rest & Recover program keeps things flexible and doesn’t accrue—so you can recharge as needed
- Company Wide Remote Offsites - Twice per year, we fly you to fun locations so we can get to know one another in person
- Learning and Development Stipend - You’ll get $500 to level up your skills every year, no approval needed
- Competitive Medical, Dental, and Vision Insurance - We offer competitive plans and cover 99% of your premium
Company values
- Put the customer first - We are grateful for customers and work relentlessly to solve their problems
- Win as a team - We share info freely, communicate openly, and do what is best for the team before ourselves
- Inspire growth and passion - We inspire others with our passion for excellence, fighting stagnation, and learning from every failure along the way
- Speak candidly with care - We have the courage to speak up with constructive feedback, and to accept it—even when it’s tough
- Challenge the status quo - We challenge assumptions and make what others consider impossible possible
Company HQ
Potrero Hill, San Francisco, CA
Articles
Leadership
Ahryun Moon
(CEO & Head of Company Strategy)Business Administration Graduate of the University of Texas. Was a Financial Analyst at Freescale Semiconductor and Co-founder at Etch Keyboard, before founding GoodTime in 2016.
Peter Lee
(CTO)Electrical Engineering Graduate of UC Berkeley. Was a Software Developer at Guidebook and Co-founder at Etch Mobile, before co-founding GoodTime in 2016.
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