Senior Manager of Client Services
wrrk is building a core piece of infrastructure for the modern economy; dependable, US-based, remote customer service teams that scale. If you use Shopify for your CMS, AWS for hosting, or Stripe for your payments, you will use wrrk for customer support.
We have a product that’s working, in a market that is ascendant, and we’re looking for a Senior Manager of Client Services to join our team.
wrrk is a bootstrapped, profitable, and remote!, company with a simple mission: to help customers. And each day, we all work hard, with empathy, dependability, and data, to do exactly that.
Why we need you:
Our clients are enthusiastic, and our customer base is growing, and we know with certainty that it is the success of our clients that will drive the success of our business. As a result, we need an innovative, data-driven thinker, a proven client services leader, who can build and run the client services department that will allow us to better pursue our mission: to help customers.
Who you are
You are a builder. You have an entrepreneurial mindset. You love to solve problems for others with your quantitative capabilities, creativity and your business instincts.
You are a natural leader. When you speak, people tend to listen, because what you have to say is compelling and empathetic. You show others the way through data and story.
You are optimistic and resilient. You know how to dig in, and get done what needs to get done to work through a problem, all the while keeping an eye on the horizon, and our long-term strategy.
What you will be doing
You will manage the success of our top clients through data, relationships, and narrative. Your portfolio. No travel.
You will identify, nurture, and see implemented, opportunities for us to help more customers, and drive incremental revenue.
You will build and lead a team of client services professionals.
You will work with the Operations team to make sure we’re helping customers as best as we can.
You will drive creative and long-term improvements to our product offering.
6+ years in a strategic accounts role
4+ years in a leadership and/or management role
Must be comfortable being directly responsible for a number of business metrics such as Net Portfolio Growth, Retention, Satisfaction
Proven success using data to tell compelling stories to clients and executive stakeholders
Ability to create structure in ambiguous situations and design effective processes
Clear communicator with strong interpersonal and leadership skills
Proven success delivering incremental revenue growth, systematically and consistently
Proven success working cross-functionally to drive change
Empathy for customers and passion for helping them
You’re entrepreneurial and resourceful
Experience in a remote work environment is a plus
Flexibility that comes from working from home