Client Success Manager, Crafty
$75-85k
+ 20% variable compensation package
3 days a week in office
Food and drink management platform for offices
Open for applications
Food and drink management platform for offices
201-500 employees
Open for applications
$75-85k
+ 20% variable compensation package
3 days a week in office
201-500 employees
Company mission
To have a positive impact on everyone we work with: our clients, employees, partners, and community.
Role
Who you are
- The ideal candidate will demonstrate strong communication skills to build trust, resourcefulness in navigating complex accounts, and advanced organizational abilities for managing multiple clients efficiently
- A strategic outlook ensures alignment with client’s business goals, driving growth and retention
- Additionally, a positive attitude and a passion for continuous improvement enhance the ability to deliver a seamless client experience
- If you are a self-starter who finds satisfaction in making clients happy and navigating complexity with ease, we want to hear from you!
- 3+ years in a Client Experience and/or Account Management role
- Experience working cross-functionally
- Food & Beverage industry experience
- Ability to work within Google Suite, Project management platforms (Notion, etc), Customer Relationship Management platforms (HubSpot, Zoho, Salesforce, etc), Microsoft Suite (Excel & Word)
- Don’t meet all of the qualifications? We want you to consider all of your skills and experiences - both professional and personal - that would make you successful in this role. Although some qualifications are essential, others can be attained with time. We believe diverse perspectives, upbringings, and knowledge contribute to our strong company culture and we encourage you to apply
What the job involves
- This role will report directly to the VP of Client Experience
- Crafty is seeking an established Client Success Manager to own client relationships with a diverse book of business
- Your main areas of responsibility will be client satisfaction, retention, and growth
- This role prioritizes client satisfaction through proactive engagement and a client-centric mindset
- Client-Centric Approach: You achieve high customer satisfaction (CSAT) and drive revenue growth through a commitment to world-class service. You prioritize client satisfaction and build strong relationships across multiple accounts by understanding their needs and providing tailored support
- Engagement: You assist in developing plans to address client pain points and help evolve client programs across locations
- Proactive Service Delivery: You deliver excellent client service through proactive communication, timely responses to requests, and effective collaboration with local teams. You possess a capability to manage 25 - 35 accounts effectively, achieving high customer satisfaction (CSAT) and driving annual revenue growth of $500k
- Strategic Alignment: You’re skilled in aligning with client business strategies and goals, and creating a customer success journey to meet desired outcomes
- Program Oversight: You manage programs from start to finish, ensuring they meet client needs and expectations
- Team Collaboration: You facilitate teamwork across functions to support the development and delivery of services for clients
- Clear Communication: You leverage your expertise to communicate effectively with clients, providing tailored recommendations and guidance on program status while promptly addressing their needs to ensure a seamless client experience
- Business Reviews: You assist in conducting regular reviews with clients to evaluate their programs and ensure a seamless experience
- Relationship Management: You support the onboarding of new clients and work to identify growth opportunities within existing accounts
- Proactive Communications: You get in front of messaging to ensure the client is clear on what’s happening, why and when, especially when challenges arise
- Active Listening: You excel in listening and understanding clients' needs to foster strong connections
- Clear Messaging: You can convey important information effectively, both in writing and during meetings
- Resourcefulness: You maintain a positive attitude and adjust your focus as circumstances change, embodying a resourceful and hardworking approach
- Strategic Problem-Solving: You identify potential issues early and address them proactively, maintaining a positive outlook even in challenging situations
- You own and optimize client-level P&L for your specific book of business
- You effectively manage client budgets by proactively communicating with clients to accurately forecast consumption and adjust budgets accordingly
- You accurately execute monthly billing and invoicing in coordination with local teams
- Expected Results:
- Goal #1: Retain 96% client revenue month over month by effectively managing client budgets and aligning services with their needs
- Progress will be tracked through monthly reviews of revenue and churn metrics
- Goal #2: Achieve 20% incremental growth in your client portfolio annually
- Analyzing client order data to identify at least three growth opportunities per quarter and collaborating with the Sales team to expand existing accounts. Progress will be reviewed monthly and assessed quarterly
- Goal 3: Maintain an average Customer Satisfaction (CSAT) score of 4 or higher on Client Feedback surveys month over month, implementing at least two actionable improvements based on client feedback each quarter
- CSAT scores will be reviewed monthly to ensure targets are met
Our take
Crafty aims to put that awkward chat as you make coffee in the office kitchen a thing of the past, with its platform to spice up and manage your office food and drink supplies.
At its core, the idea is simple. Crafty delivers all your food and drink to all your offices, and puts your budgets and data for everything in one place. A simple, but surprisingly unique idea. Where it excels, however, is in its range of kitchen-related services on the platform. The platform adapts to remote and hybrid working models, with food boxes for at-home employees or ‘Crafty Credit’ for the WFH-ers to order supplies for themselves. Need to cater a lunch? Crafty links you up with local suppliers. It even offers to set up and run a mini coffee shop station inside your office.
Crafty has cornered a gap in the market, particularly with its provisions for the burgeoning number of businesses adopting remote or hybrid working. It’s made clients of companies like PayPal, Yelp, and Duolingo, and its 2024 fundraising is focused on accelerating platform development and market penetration.
Steph
Company Specialist at Welcome to the Jungle
Insights
28% employee growth in 12 months
Company
Funding (last 2 of 5 rounds)
May 2024
$8.7m
EARLY VC
Apr 2022
$10m
SERIES A
Total funding: $23.4m
Company benefits
- Healthcare plan to cover health, dental, and vision plans
- 401k
- Paid time off
- Equipment certification courses
- Parental leave
- And, it goes without saying, but snacks, beverages, and fun Crafty events are a part of that!
Company HQ
Chicago Loop, Chicago, IL
Leadership
Nathan Rosenstock
(Co-Founder & CEO)Former Management Consultant at McKinsey.
Chris Ritter
(Co-Founder & COO)Previously a Soccer Player, and worked as Technical Committee and Player Advisor at FIFPro.
Jimmy Paul
(Co-Founder & CTO)Formerly Lead Software Engineer at Yello.co and Co-director of Arts & Craft Beer.
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