Customer Experience Manager at ActiveProspect, Inc.

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Company Overview

ActiveProspect is a marketing SaaS company for online lead acquisition, enabling real-time data decisions. The product suite (LeadConduit, TrustedForm and SuppressionList) handles integrations, data verification, data enhancement, and consent documentation for legal compliance (TCPA). ActiveProspect has processed over 1 billion Internet leads for leading brands across a wide range of industries. Founded in 2004, ActiveProspect is headquartered in Austin, TX.

Job Summary 

ActiveProspect is seeking a Customer Experience Manager to join our small, but fast-growing company. Our Customer Experience Manager will work on the Client Success team to efficiently manage the customer life cycle of our pay-as-you-go (PAYG) segment to improve the overall user experience and make these users raving fans of all things ActiveProspect. Our PAYG segment is a new(er) go-to-market strategy where prospects and customers have the option to signing up for our products directly on our website with no interaction from sales. This has been a fast-growing segment and the Customer Experience Manager will own the entire customer life cycle of this segment. We're a collaborative organization with an emphasis on iteration and learning. We’re looking for someone who’s excited to work with interesting technologies in a startup culture, to have an immediate impact on customer retention and product experience, and is ready to rise to the challenge of a growing organization. Sound like you? Keep reading!

Responsibilities and Duties:

  • Strategy: Champion the customer through their entire journey with our products, identifying their needs, struggles, successes and expectations. Use research, insights derived from user behavior, and industry knowledge to propose initiatives aimed at elevating our customers’ experiences. Own and develop metrics and measurement techniques to enable constant and consistent capture of actionable data aimed at improving the customer’s experience.

  • Leadership: Own the entire customer journey. Work cross-departmentally to drive initiatives aimed at improving user experience and deliver a world-class experience with our products and our team. Propose new and better processes for reducing churn across the segment.

  • Education and Training: Train and coach team members on all aspects of delivering exceptional Customer Experience. Own the process for delivering training, tutorials, product walk-throughs and knowledge management for PAYG customers. 

  • Collaboration: Work closely with the Product Managers and Support Engineers to gather user and product feedback, analyze business, usage and data trends and design specific practices for our PAYG customers, with the aim of proactively providing help content and minimizing reactive support for this segment.

  • Revenue Retention: Ensure revenue and churn targets are hit by turning our customers into raving fans and avid users. Work with CSMs to ensure consistent process and documents are used for all customer onboardings, ensuring scalability across the organization. 

  • Employee Engagement: Extend a winning culture at ActiveProspect where team members are engaged, challenged to succeed and rewarded appropriately.

  • Communication and Organization:  Be an ambassador for the company, our technology and the thought leadership that we are creating in the industry. Exemplify our core values: Trusted, Innovative, Flexible, Driven & Transparent.

Qualifications and Skills:

  • Minimum 5 years experience in a customer-facing role, supporting SaaS users in a variety of ways (phone, chat, tickets, webinars, client-facing educational materials, etc.) 
  • Demonstrated strong leadership and customer service skills
  • Experience with customer loyalty management and customer experience management
  • Excellent communication skills, strong interpersonal skills to motivate and inspire the team
  • Excellent project management skills & proven ability to execute quickly
  • Proven experience in developing others and managing a small team 

Benefits and Perks

  • A financially stable company, with the freedom and opportunities of a startup culture

  • A remote-friendly culture with plenty of video chats and chatter via Slack

  • Flexible work schedule

  • Unlimited PTO

  • Live Music Capital Holiday

  • Beautiful office space in Hyde Park (close to Central Market, Vino Vino, and Hyde Park Gym)

  • Retirement plan matching up to 3% of your salary

  • Company subsidized health, dental, vision, disability and life insurance

  • Fun office environment with premium coffee, snacks, some lunches, and kegerator provided

ActiveProspect is an Equal Opportunity Employer

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Technology we use

  • Engineering
  • Product
  • Sales & Marketing
    • JavascriptLanguages
    • Elixir Languages
    • AngularJSFrameworks
    • Node.jsFrameworks
    • MongoDBDatabases
    • IllustratorDesign
    • SketchDesign
    • ConfluenceManagement
    • JIRAManagement
    • TrelloManagement
    • SalesforceCRM
    • Act-OnEmail
    • MarketoLead Gen

Location

Our Hyde Park neighborhood is home to beautiful cottages, restaurants, bars, parks and gyms.

An Insider's view of ActiveProspect, Inc.

How would you describe the company’s work-life balance?

ActiveProspect provides a very healthy work-life balance to all of its employees with the ability to work from home as needed, as well as flexibility in when an employee can put in their hours. I work closely with my manager to ensure that I am exceeding expectations, while still being able to commute during non-peak rush hour through Austin's traf

Kara

Sr. Client Success Manager

What projects are you most excited about?

I'm excited about the work we're doing to grow our Self Service segment at ActiveProspect. We're leveraging some powerful tools that allow us to 1) literally watch our clients' first interaction with LeadConduit, and 2) validate our hypotheses to a meaningful degree so we're better able to build features our clients actually want and need.

Jonathan

Product Manager

How does the company support your career growth?

As a baseline, we're encouraged to attend job-specific conferences. More significantly, though, we're given opportunities to try new technologies that make our product better. We learn from each other, and if we have aspirations to do something new or transition into another role, ActiveProspect is extremely supportive in making that happen.

Kelly

Remote - Lead Software Developer

How do your team's ideas influence the company's direction?

Everyone at AP is encouraged to bring forth ideas that impact our strategic direction. Team members at every level and in every department have exposure to our clients, their needs, and many times their operational landscape. Listening to what the team learns and their ideas for solutioning is critical to our continued success.

Jessica

CFO

What are some social events your company does?

Our last company retreat was set in the scenic Texas woods and included bungie jumping during the day, and competing in trivia and Mario Kart at night. We've had happy hours featuring a petting zoo. Our Christmas party had enough food and drinks to feed a super talented and equally down to earth team. It’s always poppin’ at ActiveProspect!

Abe

Junior Implementation Engineer

What are ActiveProspect, Inc. Perks + Benefits

ActiveProspect, Inc. Benefits Overview

It takes a great team to create innovative products that simplify the complex. Here at ActiveProspect, you have the freedom to do your best work – flexible schedules, remote working (we love coffee shops too), health insurance and benefits, unlimited PTO, a relaxed office environment, the right tools and oh yeah, dogs… and stand up desks, and snacks and beer. Well, you get the picture!

Health Insurance & Wellness Benefits
Flexible Spending Account (FSA)
Medical FSA that allows up to a $500 rollover and Dependent Care FSA
Disability Insurance
LTD Company Paid STD Employee Paid
Dental Benefits
Dental benefits are partially subsidized by the company.
Vision Benefits
Vision benefits are partially subsidized by the company.
Health Insurance Benefits
Several great plans to choose from.
Life Insurance
A small company paid Life Insurance policy for every employee. The option to add additional life for yourself, your spouse and child.
Team workouts
ActiveProspect's team fitness includes bi-weekly workouts at Dane's Body Shop - just 1 block down.
Retirement & Stock Options Benefits
401(K)
.We have a Simple IRA gives you the option to choose where to invest
401(K) Matching
Up to a 3% Simple IRA match of total annual compensation .
Company Equity
Most employees are eligible for stock options. 4 years vesting with a one year cliff.
Performance Bonus
Performance bonuses are paid out to most employees and are based on annual performance goals.
Child Care & Parental Leave Benefits
Generous Parental Leave
6 weeks maternity leave 2 weeks paternity leave You can take up to twelve weeks off and use PTO and STD to supplement those weeks.
Flexible Work Schedule
All ActiveProspect employees will be considered for alternative work schedules on a case-by-case basis. Creative work schedules should create benefits for both the employees and the company.
Remote Work Program
ActiveProspect allows some flexibility including working remote when it works for the company and the employee.
Vacation & Time Off Benefits
Unlimited Vacation Policy
Unlimited PTO allows you the freedom to responsibly take time off without haggling over every hour you might need to attend a family wedding, vacation, etc.
Paid Holidays
Live Music Holiday, Memorial Day , 4th of July, Labor Day , Thanksgiving and the Friday following Thanksgiving, Christmas Eve and Christmas Day, New Year’s Eve half day and New Year’s Day
Perks & Discounts
Beer on Tap
ActiveProspect's commercial beer keg is always stocked with our favorite brews.
Casual Dress
ActiveProspect has a relaxed dress code. Employees are expected to be neat, clean and well groomed while on the job.
Company Outings
ActiveProspect holds a variety of events on/offsite. From happy hours to axe throwing competitions at Urban Axes, and a recent boat party on Lake Travis, we work hard, but play hard, too!
Stocked Kitchen
ActiveProspect provides a fully stocked kitchen including breakfast items, sandwich makings, snacks, and a variety of drink options.
Some Meals Provided
ActiveProspect promotes healthy eating by providing salad and a protein for lunch 2 days/week. Lunches are also provided for lunch-n-learns and some meetings.
Happy Hours
ActiveProspect holds Happy Hours for the team on a monthly basis. Sometimes they are held at the office, other times we enjoy drinks offsite.
Parking
ActiveProspect has free street parking available at our building and in the adjacent neighborhood.
Pet Friendly
We have several employees who enjoy bringing their dog to work with them, on occasion. These furry friends lighten up the mood and bring smiles all around.
Recreational Clubs
2 days a week the company pays for employees to participate (optional) in a workout at Danes Body Shop just a block from the office. It's one of the employees' favorite perks!
Professional Development Benefits
Job Training & Conferences
At ActiveProspect we highly encourage continued professional development. If you see something you'd like to attend just ask your manager!

Additional Perks + Benefits

Competitive Pay. The Best Gear. Unlimited PTO. Live Music Capital Holiday - take off a day for your favorite festival! LTD, STD and Life. Simple IRA match up to 3% of salary. Flexibility!

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