Associate Director, Knotel
Customer Success & Operations Lead
Flexible workspace provider
Job no longer available
Flexible workspace provider
21-100 employees
Job no longer available
21-100 employees
Company mission
Their mission is to create agile spaces that liberate companies to innovate and scale, with a mission to build a world-class platform that transforms how real estate is experienced.
Role
Who you are
- You are a system builder and client services expert who helps others rise to the challenge
- You’re excited by disrupting an old industry and maintain exceptionally high standards for your work and environment, always looking for better ways of doing things
- 9+ years experience managing multi-site businesses and enterprise experience, ideally within a startup
- Ownership of KPIs that drive business growth
- Strong people and team leadership skills with the ability to build consensus behind your ideas
- Track record motivating a team to deliver excellent service
- Significant experience dealing with high-value customers
- Ability to thrive in a reactive environment through prioritization & time management
- Ability to think strategically and systematically and build a predictable operation
- Thorough understanding of performance management
- Deep experience in interfacing with senior management in the enterprise client sphere
- Proven track record of hiring and developing direct reports
What the job involves
- Reporting to the UK General Manager, the Customer Success & Operations Lead will be focused on delivering exceptional client service to Knotel customers and continuing to scale a team of Space Ops Managers (SMs), Implementation Managers (IMs) and Facilities Managers (FMs)
- Have responsibility for developing and implementing the CX strategy in the UK, ensuring cross-region alignment
- Own the CX budget, developing tools and systems to better track spend on members whilst in situ, balanced with a need to deliver quality, fast
- Report weekly/monthly/quarterly on progress against goal, using metrics and insights to highlight challenges and opportunities
- Enhance the means by which CX is measured, particularly with respect to NPS/ CSAT, allowing Knotel to further deliver what customers want
- Drive retained revenue through excellent service, ensuring appropriate incentive mechanisms are in-place for team members
- Sit on the UK management team, inputting into the broader UK strategy, representing the customer and ensuring all deals are set up for success
- Work cross-function, with Real Estate, Growth and Supply Operations to ensure an outstanding customer experience
Salary benchmarks
Our take
The explosive growth of WeWork over the last few years has brought co-working to everyone's attention and the space has attracted a lot of money from investors
Knotel operates in the space and has grown strongly in recent years by tweaking the flexible office model. Rather than targeting the kinds of startups and small businesses on which WeWork built its coworking business, Knotel serves enterprise clients, to whom it effectively subleases entire offices
Rather than provide long-term office leases that lock tenants in to a set amount of space over a prolonged period (sometimes 10 years or longer), Knotel offers space to corporate enterprise clients on much shorter terms, usually six months to five years. That allows its clients to add or reduce their footprint as their needs grow
These business models are yet to be tested in an economic downturn (e.g. when the wider economy removes jobs and needs less office space), so this will be the real test for Knotel
Steph
Company Specialist at Welcome to the Jungle
Insights
Company
Funding (last 2 of 4 rounds)
Aug 2019
$400m
Oct 2018
$60m
Total funding: $555m
Company benefits
- Health care
- Flexible vacation
- 401K
- Partnership discounts
- Drinks and snacks
- Commuter benefits
Company HQ
Theater District, New York, NY
Leadership
Amol Sarva
(CEO)Serial entrepreneur. Founded Halo Neuroscience (wearable technology that boosts brain function) and Knotable (app that lets you take notes anywhere).
Edward Shenderovich
(Executive Chairman)Experienced founder and executive. Sat on the board of Delivery Hero. Founded Kite Ventures (a venture capital investor).
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