Customer Success Team Lead, Promenade
$22 - $31 an hour + $10k annual bonus
All-in-one SaaS tools for small businesses
Be an early applicant
All-in-one SaaS tools for small businesses
21-100 employees
Be an early applicant
$22 - $31 an hour + $10k annual bonus
21-100 employees
Company mission
To solve industry-specific problems within different sectors.
Role
Who you are
- This role is best suited for someone who is empathetic, driven, loves solving complex problems with grace and gusto, and balances a competitive nature with being a team player
- Working well under pressure and being comfortable with ambiguity are also important - we like to move fast, and that means things can change quickly!
- You should have at least 1 year of experience in a Customer Success role where you were responsible for retention of a dedicated book of business. Bilingual in Spanish is a big plus!
- A natural people person and relationship builder
- Passionate about serving small businesses and being apart of a growing startup
- Tech savvy and can quickly pick up sales/support tools such as Salesforce, Confluence, and proprietary systems
- An excellent communicator, both in writing and over the phone
- Friendly, optimistic, and have a caring demeanor
- Adept at working well under pressure and with tight deadlines
What the job involves
- Promenade, (formerly BloomNation) is scaling rapidly and seeking a Customer Success Team Lead
- You’ll play a pivotal role in delivering value to your book of business, helping our partners grow their own business and ensuring strong customer retention with the assistance of 5 offshore reps under your supervision
- This is not a management role, but you should be comfortable with handing off tasks to the offshore team, and reviewing the quality of their work before passing it along to our restaurant and floral partners
- Take ownership of a book of business, ensuring that all your clients receive the value they expect from Promenade
- Maintain high retention and build trust and rapport with your book of business
- Work with our customers to identify their needs, then work with our offshore reps to make sure those needs are met
- Identify opportunities to streamline processes and improve efficiency within the team
- Handle support requests from your book of business via email and phone
- Triaging incoming support issues, accurately diagnosing them, and escalating bugs to the engineering team
- Acting as an advocate for Promenade’s partners and providing them with outstanding service while resolving issues in a timely and efficient manner
- Identifying trends and inefficiencies to enhance the support process and improve the user experience
- Be a product evangelist! Helping partners use our Promenade products to change the way local businesses connect with their community
Our take
Promenade is a parent company for multiple platforms designed to help solve issues in the food, beverage, and florist industries. Initially, it brought technology to the florist industry, allowing the purchaser of gifts to see photos of the actual arrangement before it was delivered. The company also set up a free online florist store with sales analytics, tools, a website builder, and more.
The company has expanded its offering to help other businesses access the online space by offering them the tools to create delivery options, point-of-sale services, and inventory management; including Dig-In to pizzerias, and Swigg to liquor stores.
Third-party delivery apps pose some threat to the value that Promenade can offer to small businesses. However, its use of Tortoise delivery robots to provide contactless flower delivery during the pandemic demonstrated an intuitive approach to the complex problems that local businesses face, which bodes well for how it will create business value in the future.
Steph
Company Specialist at Welcome to the Jungle
Insights
-32% employee growth in 12 months
Company
Company benefits
- Competitive salaries
- Comprehensive health, dental, and vision options
- Stock options and 401(k)
- 15 PTO days to start
- 6 paid sick days
- 8 paid holidays
- 100% Paid Parental Leave
- Work from home options
- One block from the beach
- Paid parking & monthly credits for Lyft, Uber, & Metro
- Dog-friendly offices
- Weekly catered lunches
- Fully-stocked kitchen
- Beautiful indoor workspaces
Company HQ
Downtown, Santa Monica, CA
Leadership
Gregg Weisstein
(Co-Founder)Experience in consulting for Deloitte, FTI Consulting and BDO consulting, before co-founding what would become Bloomnation, the first business in the Promenade portfolio.
Share this job
View 9 more jobs at Promenade