Customer Success, Front
Implementations
$99-118k
OTE
Plus Equity
More information about location
2 days a week in office
Shared customer communication hub
Job no longer available
Shared customer communication hub
201-500 employees
Job no longer available
$99-118k
OTE
Plus Equity
More information about location
2 days a week in office
201-500 employees
Company mission
To make work happier by powering better relationships at scale.
Role
Who you are
- At least 2 years of experience in Implementation, Customer Success or Account Management in a SaaS company
- Deep knowledge of SaaS products and services
- Proven track record of deploying high-touch implementations with highest level of customer service, efficiency and accuracy
- Experience managing change management for customers ranging from SMB to MM clients
- Proven track record of managing multiple concurrent projects with varying complexity levels
- Excellent verbal & written communication skills. You can explain complex issues in simple terms and adapt your tone for different users
- Comfortable giving presentations to groups of any size & audience - from every day end-users of the app to a high level executive
- Great problem solving skills, taking a consultative approach to finding the best solution
- You’re great at aligning expectations with customers
- You have strong independent decision making, organization, planning and problem-solving skills
- You communicate effectively to gain commitment and consensus to drive results
- You’re able to think outside of the box and creatively solution for customers
- You love Front (the product) :)
- Customers and teammates love working with you
What the job involves
- We’re looking for an Onboarding Manager to join our world-class Onboarding Team within the Success Services organization
- As an Onboarding Manager, you will work with customers to ensure they are successful with our product by implementing optimal workflows, providing proactive project management and guiding customers through change management throughout specific engagements within the customer journey
- You will be responsible for making sure every customer in your book is successfully and speedily onboarded
- This position works closely with our Sales, Product & Support teams and is ultimately responsible for achieving time-to-value for clients
- Oversee implementation engagements as the Front product SME with customers throughout the customer journey including net-new customer onboardings, expansion teams, and workflow optimization engagements
- Develop project plans with timelines to ensure the successful execution of customer implementation engagements and lead customer project teams through guidance and support with clear direction to achieve project milestones and goals
- Facilitate regular project updates to both internal and external stakeholders to mitigate risk, anticipated blockers, and resolve issues that arise during implementation, working closely with internal teams and clients to find effective solutions
- Lead change management efforts by identifying potential areas of resistance and developing strategies to promote smooth transitions for clients and end-users
- Train and educate customers on the effective use of the prescribed workflow throughout the customer journey through delivering engaging training sessions, workshops and documentation as needed to ensure success and value
- Lead cut-over and migration experiences, overseeing the transition from legacy systems to Front while minimizing disruption
- Collaborate with cross-functional teams, including sales, product development, and customer support to define project scope, objectives, and deliverables
- Infuse customer voice and insights to influence product team and roadmap, and contribute to process and operational improvements of the broader Success Services team
Our take
When a business receives an email from a customer it can set off a chain of forwarded emails across the company, an inefficient process where information (and sales!) can easily get lost. Front exists to change this, consolidating all customer communications into a single shared inbox which can be accessed by teams of any size and completely eliminates the need for internal emails.
With more companies moving to remote working and eCommerce becoming the predominant form of conducting business, Front's product has been enthusiastically received by over 8,000 companies, including Mailchimp, Shopify and Convoy. However, it is by no means alone in this space, with huge competitors such as Google and Microsoft providing communications solutions and other internal communications tools such as Slack gaining traction. Front may have an edge here, though: its unified solution also provides automated workflows, ticketing and analytical tools that are either absent or less well integrated in competing offerings.
In 2022, Front raised investments in a Series D round and achieved unicorn status with a valuation of over $1 billion. Now with $100 million in annual recurring revenue, it's moving to further develop its product and increase its market share, hiring new talent ahead of a possible IPO in the near future. Definitely watch this space!
Steph
Company Specialist at Welcome to the Jungle
Insights
Company
Funding (last 2 of 7 rounds)
Jun 2022
$65m
SERIES D
Jan 2020
$59m
SERIES C
Total funding: $203.5m
Company benefits
- Flexible PTO
- 401(K) plan
- Parental Leave
- Volunteer time off
- Commuter benefits
- Wellness benefits
- Work from home opportunities
- Health insurance
- Equity
- Mental health support
- Family planning support
Company HQ
Union Square, San Francisco, CA
Leadership
Laurent Perrin
(CTO)Former Hacker in Residence at eFounders. Former Technical Architect at FaberNovel and CTO at Radioline. MSc in Computer Science at Ecole Polytechnique.
Mathilde Collin
(CEO)Former Project Manager at Concord with MA in Entrepreneurship at HEC Paris.
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