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Funding5M-10M USD
IndustrySaaS, Software, Consumer, Open Source, Advertising
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Other Openings

Director of Customer Experience

at Signpost in New York, NY   —   Jul 09, 2014   |  

Signpost is the only marketing software that every small and medium sized business (SMB) needs. Our software automates all aspects of SMB marketing, from directory and social profile management to customer acquisition and retention. On our mission to help businesses grow, we've built an extensive partner network including Google, Amazon and Bing. We’re backed by Spark Capital, Google Ventures and a group of angel investors. Signpost is headquartered in New York City and has offices in Austin, Denver and Santa Barbara.


We’re growing quickly and want to ensure best-in-class service to our merchant clients. We’re looking for someone who is obsessed with Customer Experience to lead our Account Management team. You will need to understand the challenges SMBs face and be passionate about helping them reach their marketing goals. You’ll own the Customer Experience program at Signpost and develop and implement policies and procedures to ensure that Signpost Merchants have best in class service. In this role you will work hand in hand with the Executive team and report directly to the Vice President of Revenue.
Lead an outstanding team of Account Managers in New York, Austin and Denver
Set a vision and clearly articulate what an incredible customer experience looks like at Signpost
Develop and plan to set that vision in motion including people, process and technology
Attract, develop and manage a team of high performing Account Managers
Monitor and analyze the team’s communications, call patterns and traffic flow using sophisticated models to ensure service level objectives are met
Track and develop life cycle metrics to ensure that we achieve an extraordinarily high retention rate
Work to reduce the incoming support volume through knowledgebase, FAQs, online training, customer forums and other self-help strategies
Actively participate in the selection and deployment of any new technologies
Grow and develop additional communication channels including text, online chat, and outbound calling
Set direction for training programs to ensure Account Managers receive continuous development
Provide an effective and appropriate human touch to augment our automated systems and processes
Collaborate with and support account management, sales and marketing teams to ensure a systemic approach and consistent experience for merchants
Research and develop best practices and guidelines that will inform others involved in working with merchants
Become a domain expert in local business categories and identify product and user experience improvements through merchant interactions
Take ownership of merchant communications and care, and proactively meet, beat and move up key performance targets
An early stage company experiencing tremendous, sustained growth across 40 US metro markets
A base salary, a competitive uncapped commission structure, incredible benefits and Series-A equity
A new laptop, coffee, soda, endless snacks, Wednesday breakfast, a kegerator filled with your choice of beer, a ping pong table, an award winning soccer team, a slightly below average bowling team, and a ruthless kickball team
A BS/BA degree from a top tier College or University
3+ years in Customer Experience preferably in a growth stage startup known for exceptional service
1+ years managing an Account Management team
Ability to thrive in an ever-changing, fast-paced environment
Exceptional communication skills both written and oral
Ability to work autonomously while maintaining focus and work ethic.
A competitive team player who will do what it takes to win
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