About Gembah

Gembah empowers and enables product innovation. We are democratizing and demystifying the product creation process by helping entrepreneurs, e-commerce sellers and small-to-midsize businesses research, design, and manufacture products.  

At Gembah, we understand the resources required to successfully launch a new product is a significant challenge for most businesses. From research and design to sourcing and vetting overseas manufacturers, there are many hurdles on the path to bringing a new product to market.  

Gembah’s end-to-end solution was created with these challenges in mind. Our team of experts are an extension of our clients’ teams, guiding them step-by-step, regardless of where they are along the process. 

Gembah’s team is comprised of specialists, leading product designers, and engineers. In addition, Gembah works with an exclusive network of vetted factories in Asia & South America. Today, Gembah has offices in the United States and China.

Customer success is critical to Gembah, and this role is instrumental in evolving our capabilities through a time of very rapid growth. Our customers trust us to guide them through the complex product development journey, and when we do so successfully, and help them create a new product and bring it to market, that can have a tremendous impact on their business

You will join our Account Management & Success department at a really exciting time! Gembah is growing rapidly, and we want to scale intelligently while helping our customers unlock value from our services faster. This is an opportunity to play a major role in achieving that goal. Are you ready for a new and exciting challenge?

Success For You In This Role Looks Like

• Define and implement a strategy to improve customer experience, scale the team, develop talent, balance cost, lower churn, etc
• Identify and implement frameworks and programs that will develop the Account Management Team to scale and thrive in their roles
• Analysis of operational metrics to determine strategic wins and drive improvements that will increase value for our customers
• Implement, improve and standardize key processes to ensure consistent and reliable journey for customers
• Develop an environment and culture of extreme focus on customer happiness throughout the Gembah journey
• Present strategy, key insights, financial/non-financial achievements, quarterly progress updates etc to partners in a compelling manner
• Collaborate with key stakeholders in the Company to drive a world class customer experience

What we are looking for

• You have 5+ years of Director level experience in fast growing global SaaS success organization serving tech-savvy enterprise customers
• You have 5+ years of manufacturing and/or global supply chain experience
• Leadership experience leading teams to meet and exceed operational performance goals
• You have experience in designing and implementing talent cultivating programs that grows strong leaders and strong success teams
• You have demonstrated experience with interpreting data analytics to derive insight and drive customer value
• You can demonstrate success in cross functional influence and inspiring change in a matrices environment
• You are passionate about the customer and delivering focused measurable improvements
• Experience dealing with competing priorities in a fast-paced environment

Compensation

• Annual Salary + Bonus