Manager, Client Success | Elance Headquarters
at Elance in Mountain View, CA
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Apr 20, 2013
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Overview
You’re an aspiring self-starter who thrives in the creative, fast-paced environment of a startup. As a manager on the Client Success team, you’ll be responsible for ensuring the success of Elance’s large business customers. In addition to exercising your stellar relationship development and service delivery skills and as a founding member of the Client Success team, you’ll have an opportunity to influence the strategy of our large business programs and play a key role in their development.
About Elance
Come work where people say “Happy Monday” and actually mean it (seriously, no joke).
A funny thing happens when your job is putting mile-wide grins on the faces of online freelancers and the businesses who hire them. You start to smile a lot yourself, knowing you’re helping people live the dream and get great work done ASAP.
You see at Elance we’re not just creating a revolutionary place for businesses to find, hire and work with online freelancers. We’re also creating a fun place to work. And to keep the good times going strong we’re always looking for amazing people ready to help the world work differently.
So check out our job openings in the Silicon Valley, San Francisco and Europe. Then join Elance as we change how the world works, and learn why around here TGIF means “This Gig Is Fantastic.”
Visit us at www.elance.com.
About Elance
Come work where people say “Happy Monday” and actually mean it (seriously, no joke).
A funny thing happens when your job is putting mile-wide grins on the faces of online freelancers and the businesses who hire them. You start to smile a lot yourself, knowing you’re helping people live the dream and get great work done ASAP.
You see at Elance we’re not just creating a revolutionary place for businesses to find, hire and work with online freelancers. We’re also creating a fun place to work. And to keep the good times going strong we’re always looking for amazing people ready to help the world work differently.
So check out our job openings in the Silicon Valley, San Francisco and Europe. Then join Elance as we change how the world works, and learn why around here TGIF means “This Gig Is Fantastic.”
Visit us at www.elance.com.
Responsibilities
Serve as the primary customer contact for Elance’s largest customers, driving adoption of the Elance platform and developing strong relationships, including with C level executives.
Ensure that all customers derive maximum value from their experience using Elance, serving as an escalation point for issues that impact customer’s success, while identifying opportunities for account expansion and collaborating with sales to drive growth.
Support sales in the scoping of potential project opportunities, including developing and/or delivering demos and presentations to potential customers.
Develop a comprehensive understanding of the business challenges related to staffing and managing freelance workers and appropriately map Elance’s value proposition to address customer needs and requirements.
Represent customer needs and provide feedback on Elance’s large business solutions to internal stakeholders including sales, product management and engineering.
Report and track key business metrics and status for all client programs and communicate updates to all stakeholders.
Implement and refine internal service delivery business practices and procedures to consistently deliver exceptional results, driving mass adoption of the Elance solution within large accounts.
Experience
3-5 years of consulting or services delivery experience at a top tier management consulting firm or technology company, with a proven track record as a primary point of contact throughout a long-term services engagement
BA/BS or advanced degree with a strong academic record
Exceptional presentation, written and verbal communication skills and the ability to persuasively articulate Elance’s value proposition
Excellent project planning, management and deployment skills with the flexibility to manage competing priorities under tight deadlines
Experience with the staffing industry and employment related solutions (AOR/EOR) a plus
Strong customer focus and analytical/creative problem solving skills
An entrepreneurial spirit and a scrappy “can-do” work ethic
Demonstrated ability to gather customer/user requirements and translate them into a successful solution while also assessing the feasibility and costs of client requests for support
Strong attention to detail
A sense of humor and a desire to have fun!
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