Customer Success Manager, Assembled
Strategic Accounts
£60-85k
2+ days a week in office
Customer support workforce management platform
Job no longer available
Customer support workforce management platform
101-200 employees
Job no longer available
£60-85k
2+ days a week in office
101-200 employees
Company mission
To elevate customer support through AI-powered software that makes life easier for customers and employees.
Role
Who you are
- Relationship building & managing up: You enjoy developing relationships and can collaborate effectively with a wide range of constituents, adjusting your messaging accordingly. At Assembled, we’d expect you to regularly interact with C-level execs, support agents, and engineers alike
- You don’t give up: You have the grit, determination and tenacity needed to push through roadblocks within highly unstructured environments
- You have a track record for getting things done: You know how to juggle competing priorities and drive towards outcomes. You're great at keeping everyone up to date
- You can think strategically while being in the weeds: You can identify key trends and insights from customer conversations and the broader market to connect the dots on what we should do on go-to-market and product
- You have a growth mindset: You're not afraid to try things you've not done before and failing. You thrive on feedback
- You have a nose for value: You can parse through the noise to determine what matters most, leveraging data to break down complex, amorphous problems. You can frame options and decisions in ways that help internal and external stakeholders get to outcomes
- You are a great team member: You are collaborative, humble and helpful. You are available to help your teammates when needed and are able to balance your priorities with the overall team's. You're not afraid to try things you've not done before and failing. You thrive on feedback
- You get on the plane: You are willing and able to travel to meet with customers in person for onsite training, business reviews, and executive engagement
- Preferred: 5+ years of working experience with at least 3 years in customer-facing, highly strategic, operational, and analytical environments e.g. business operations, management consulting or customer success
What the job involves
- In this role, you’ll work regularly with our largest, “Strategic” customer accounts, often managing multiple, executive-level stakeholders, to consult on best practices and drive business outcomes across the Assembled Platform
- You’ll help these customers get maximum value out of Assembled by understanding their priorities, helping to maximize ROI and uncovering additional expansion opportunities
- You will have a big hand in everything we do from expanding our post-sales customer journey, identifying account expansion strategy, and serving as the Voice of the Customer with product and engineering for our quarterly roadmap process
- At Assembled, we believe strongly in the value of customer-led growth, and this role is designed to drive exactly that
- This is a high priority team within Assembled with exposure to cross-functional leadership (including CEO, co-founders) and a large level of responsibility that will help accelerate your career
- Account manage a portfolio of our most strategic customers as you help them achieve their goals on Assembled Platform (WFM and Assist AI) and drive business outcomes with senior stakeholders
- Project-manage customer initiatives with internal & external stakeholders, collaborating cross-functionally (often with product, sales, partnerships, etc) to drive results
- Actively gather and communicate learnings and customer feedback to product and engineering teams. Identify top customer challenges and articulate them effectively to shape product improvements
- Drive and own retention efforts to identify upsell opportunities, lead renewal negotiations and own churn mitigation
- Lead strategic initiatives to improve our Customer team processes including projects such as identifying scaleable ways through data to identify churn risk and expansion opportunities and designing the playbooks to increase customer retention and drive product adoption
- Maintain and build our systems with the goal of powering our metrics tracking, operational cadence and increasing our ability to be proactive and prescriptive in how we engage with customers
- Work in tandem with Solutions, AI Deployment Strategists and Technical Support to drive successful customer outcomes and feature adoption of all aspects of the Assembled Platform across the customer lifecycle
Salary benchmarks
Our take
Assembled's platform helps companies manage and scale their customer support services. Customer service management is just one of the many areas that are being overhauled by digital transformation. Assembled helps streamline cumbersome and error-prone customer support processes - such as planning support rosters, forecasting demand, and evaluating team performance.
Assembled already counts companies like Zoom, GoFundMe and Stripe on its customer books, and finds huge opportunity in key industries like eCommerce and food deliveries that have been seeing massive digital overhauls. Having received significant investment, the company seems set on continued growth, with funds cited to support product development as well as help launch its CX Scholars initiative, that will commit a percentage of revenue to continuing education for support workers.
Kirsty
Company Specialist at Welcome to the Jungle
Insights
11% employee growth in 12 months
Company
Funding (last 2 of 3 rounds)
May 2022
$51m
SERIES B
Mar 2021
$16.6m
SERIES A
Total funding: $70.7m
Company benefits
- Competitive compensation and equity: All Assemblers are encouraged to act like owners. We’re building the best team, and our compensation packages reflect that.
- Comprehensive insurance and 401(k): Between our 401(k) plan and coverage for health, dental, vision, and more, Assemblers don’t have to worry about the future.
- Employment sponsorship opportunities: We proudly sponsor employment visas for candidates who require visa sponsorship to work in the United States.
- Stipends for wellness and development: Assemblers get monthly stipends for things like gym memberships and continued learning and development.
- Flexible work arrangements: We love to see each other in person but we also like options. Remote employees get a one-time credit to improve their home office.
- Office perks: Coming into the office has its perks, like catered lunches 5× per week, hanging out with our awesome teammates (and their dogs!), and the good snacks.
Company HQ
Mission District, San Francisco, CA
Leadership
Ryan Wang
(Co-Founder & CEO)Previously, Ryan was a Software Engineer at Stripe for nearly 4 years. Prior to that, he was a Senior Consultant at The Greatest Good.
John Wang
(Co-Founder & CTO)Previously, John co-founded Zinc.io where he served as the Chief Engineer for 4 years. He also worked at a Software Engineer at Stripe, 37signals, and Palantir Technologies.
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