New Product Growth Manager, Assembled
$120-200k
+ Stock Options
Customer support workforce management platform
Be an early applicant
Customer support workforce management platform
101-200 employees
Be an early applicant
$120-200k
+ Stock Options
101-200 employees
Company mission
To create a support operations platform that helps companies maintain exceptional customer experiences, no matter what lies ahead.
Role
Who you are
- This role is an excellent opportunity for a motivated individual to influence our company's trajectory significantly, collaborating directly with our co-founder and CTO, John Wang
- 2+ years in customer success or implementation at a fast-growing SaaS company, or experience in top-tier management consulting or hands-on project management
- Traditional customer success experience isn’t required; candidates with founder, entrepreneurial, or business ownership backgrounds are also a great fit
- AI Enthusiast and Change Leader: Brings a strong understanding of or genuine excitement for AI, and excels at driving change management to encourage AI adoption across teams
- Able to champion AI tools, guiding others to integrate and leverage AI effectively, fostering a culture of innovation and hands-on usage
- Customer-Centric: Experienced in navigating complex landscapes to identify and resolve customer pain points, with a strategic focus on executive stakeholder management and influence
- Skilled in contributing actionable product insights to drive enhancements in customer experience and aligning customer and cross-functional teams toward shared outcomes
- Adaptable & Resilient: Thrives in uncertain, rapidly changing environments. Embraces periods of intense activity and high momentum with energy and resilience, remaining steady and proactive in dynamic situations
- Technical Aptitude: Enjoys digging into available data on how a product works and is comfortable picking up new technical skills when they will help unblock you. Works well internally with Engineers to build new features and functionality for customers
- Innovative Problem-Solver: A creative thinker capable of finding unique solutions to challenges and creating new operational methods. Innovate by trying new strategies and creating and documenting new playbooks
- As an early-stage product champion, proactively propose and implement solutions, moving forward without waiting for direction
- Proactive & Driven: Takes initiative and drives progress independently, especially during challenging or stagnant periods. Shows an entrepreneurial spirit with a willingness to push boundaries, create opportunities, and make things happen where others might not
- Team Player: Thrives in collaborative environments, working closely with engineers, designers, product managers, and business stakeholders to align on goals and account updates and become an integral part of the Assist team’s culture
What the job involves
- As a pivotal member of our Assist team, the New Product Growth Manager role will be primarily focused on ensuring the success of our early customers by driving adoption, quality, and tangible value
- You will be the main point of contact for early adopters and design partners, leading implementation, conducting quality reviews, gathering and channeling feedback, and prioritizing actions to enhance customer outcomes
- Your efforts will be instrumental in building product-market fit and scaling Assist for current and future customers
- You will shape how Assist evolves and transforms support jobs across the industry, all while contributing to Assembled’s product vision
- Early Customer Success: Manage and nurture relationships with early adopters, ensuring their successful onboarding, adoption, and satisfaction. You’ll be pivotal in driving value and coverage across multiple customer interactions
- You’ll work embedded within the Assist team initially, but will ultimately help us integrate Assist into our broader customer success and implementation playbooks
- Demonstrate Value: Demonstrate the value of Assist to stakeholders across various customer organizations, adeptly navigating conversations with multiple decision-makers
- Workflow and Quality Management: Identify opportunities to automate more support volume, and guide customers through workflow setup and quality reviews, ensuring that product use aligns with their operational goals
- Feedback & Improvement: 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
- Rapid Evolution: As the product (quickly) grows and the role evolves, you’ll expand into discovery and research for new product opportunities, helping the Assembled team enhance Assist and supporting the product’s growth
- Your guidance and insights will enable Assembled to seamlessly integrate all customer-facing processes for Assist into our larger Customer Success organization, supporting our growth into a multi-product company
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
Company
Employee endorsements
Career progression
"At Assembled, because of the companies rapid growth, I constantly feel like I'm working on big, impactful projects that push me way outside of my..."
Funding (last 2 of 3 rounds)
May 2022
$51m
SERIES B
Mar 2021
$16.6m
SERIES A
Total funding: $70.7m
Company benefits
- Equity package
- Insurance coverage
- 401k
- CSA Credit
- Stipend for use at any Assembled customer
- Professional development stipend
- Wellness stipend
Company values
- Act like a support agent - It's a mentality and an operating principle. It means meeting every challenge with rigor, empathy, and efficiency. Doing it because you care. Listening first, solutioning next.
- Get on the plane - We are biased towards action, and don’t wait to pitch in, help out, or to go the extra mile, every time. Sometimes, you just need to get on the plane — literally and figuratively.
- Make feedback a gift - The beauty of Assembled is rooted in the interplay of two traits — our diversity of perspectives and backgrounds and our willingness to give and receive feedback.
Company HQ
Mission District, San Francisco, CA
Articles
Leadership
Ryan Wang
(CEO & Co-Founder)Studied at the University of Chicago and worked as a Senior Consultant at The Greatest Good. Previously a Software Engineer at Stripe.
John Wang
(CTO & Co-Founder)Studied Computer Science at MIT and worked as a Freelance Software Developer before joining Stripe.
Brian Sze
(Co-Founder)A Stanford graduate who worked in Investment Banking at RBC Capital Markets. Previously Head of Business Operations at Stripe.
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