Director of Customer Experience, Forge
$165-175k
+ Bonus
2-3 days a week in office
Stock market for private companies
Be an early applicant
Stock market for private companies
201-500 employees
Be an early applicant
$165-175k
+ Bonus
2-3 days a week in office
201-500 employees
Company mission
To power an accessible, liquid , and transparent private market.
Role
Who you are
- The ideal candidate will possess a blend of business acumen, market insight, project management skills, empathy for customer needs, and cross collaboration skills to guide our product adoption to new heights
- 6 to 10 years experience in Customer Success, Product, Operations or Sales role
- Financial services experience
- Knowledge of Sales/Operations/Product workflow
- Excellent communication and project management skills
- Private secondary market knowledge
- Forge implements a mandatory COVID-19 Vaccination Policy, which applies to all employees
What the job involves
- We are seeking a dynamic Director, Customer Experience to play a critical role in driving the company's product adoption, overseeing product demonstrations with clients, partnering with product and sales on go-to-market strategies, and providing customer insights to stakeholders
- Customer Success: Resolve issues for customers with our product, with ongoing updates of new features, continually delighting them with a positive, customer-centric attitude
- Driving Customer Goals: Serve as a key liaison to align customer goals with product capabilities. Serve as a key liaison between the Sales team and product team, providing customers perspective, gather customer feedback and inform product strategy
- Go-To-Market Strategy: Collaborate with the product, sales and marketing teams to develop and implement effective go-to-market strategies for new product launches and updates, ensuring our products meet customer needs and achieve maximum penetration, in alignment with the company's objectives
- Customer Engagement: Lead high-impact demonstrations of our products to customers, showcasing the value and capabilities of our solutions. Provide Customer support tailored to customer’s needs and ensure customers have resources and training as needed to use the product fully
- Client & Prospect Outreach: Coordinate and execute proactive customer engagement and outreach programs to build and maintain relationships with clients and prospects, gathering feedback to inform product development
- Cross Collaboration: Foster a culture of innovation, collaboration and accountability
- Market Analysis: Conduct market research to identify trends, opportunities, and competitive threats, identify opportunities to expand TAM, leveraging insights to inform product development and positioning
Our take
Corporate stock options are a competitive advantage for companies wishing to attract and motivate top talent. The option of early liquidity proves to be an enticement, especially when startups tend to postpone going public for so long.
Forge offers companies, their employees, investors, and institutions a means of selling their shares in a pre-IPO stock market, allowing private shares to be traded as freely as public company shares. Forge aims to standardize and bring speed to trades in the private market.
Big rivals include Carta and the Nasdaq Private Market, while others such as EquityZen, Zanbato, and Industry Ventures also pose threats. To strengthen its position in this bustling marketplace, Forge is focused on partnerships and new products; launching products such as Forge Intelligence, its first data product, and Forge Company Solutions. And expanding its global reach through partnerships with Wells Fargo Securities and Deutsche Börse.
Freddie
Company Specialist at Welcome to the Jungle
Insights
15% employee growth in 12 months
Company
Funding (last 2 of 4 rounds)
May 2021
$150m
LATE VC
Jan 2019
$35m
SERIES B
Total funding: $238m
Company benefits
- Medical, dental, and vision
- 401k plan, life insurance, HSA and FSA, and pre-tax mass transit and parking benefits
- Equity for all employees
- New parent leave and generous time off
- Education, training, and mentorship
- Team lunches, employee interest groups, and company celebrations
- Employee-led resource groups, volunteering, and community service
- Rewards & Recognition
- Healthy snacks, drinks, and weekly lunches when in the office
Company values
- We are Bold - Embody a daring spirit. We invest in relationships while practicing radical candor
- We are Accountable - Sign up, commit, and deliver. We take ownership while thoughtfully holding others accountable
- We are Humble - Exemplify excellence without arrogance. We respect, listen to, and learn from others while acting out of care
Company HQ
The East Cut, San Francisco, CA
Articles
Leadership
Kelly Rodriques
(CEO, not founder)Former CEO of Pensco and Founder of Operative Capital. Previous Operating Partner with Ignition Growth Capital and CEO of Blowtorch Entertainment. Successfully started and co-invested with accomplished venture capitalists in early-stage technology companies. Serves as a board member and advisor to several growth companies in technology-enabled service sectors.
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