The VP of Success & Operations is the key owner of driving Best-In-Class customer experience, customer success team performance, metrics, and operations. The ideal candidate should have experience in the digital marketing space, specifically around paid/organic social and, ideally, influencer marketing with a focus on driving tangible business results for previous clients. Linqia’s Director of Customer Success will be responsible for leading both our Brand and Influencer Success teams, which work in tandem to launch our brand campaigns.
Our VP of Customer Success & Operations must have a passion for the customer experience, being client facing, exhibit strong presentation skills, and come in with an existing track record of having served as a mentor and leader to a growing team. We already have seventeen people across our Brand and Influencer Success teams, and are still growing. So, the ideal candidate must be well versed in managing scaling teams while developing high performance individuals and managers.
Manage and motivate high-performing success teams to drive performance, including building a shared vision and goals across Influencer and Brand Success Managers and creating an autonomous environment for the team in which they’ll be able to drive change at high velocity
Pursue excellence in the Quality of the Customer Experience across all customer touchpoints, influencers and brands
Scale new customer services and workflows while supporting existing support flows
Manage the day-to-day responsibilities and performance of the Customer Success team
Utilize dashboards, insights and analyses to determine levers for operational efficiency to drive continuous improvement across departments and success teams
Proactively provide high level trends of customer issues to key stakeholders with quantified impact on the business
Ensure scalable and appropriate staffing and succession models are in place across teams
Identify process automation/improvement opportunities and work with cross-functional teams to drive identified initiatives
Develop roadmap for technological changes required to drive operational efficiencies
Collaborate with team and prepare Weekly, Monthly and Quarterly business reviews
Proactively communicate best practices and ideas promoting continuous improvement of Customer Experience and Customer Success Team performance
7 years of product management experience, with a solid track record of developing and launching successful products (experience in Ad Tech a plus)
Experience building APIs, working with partner APIs, big data, analytics, tracking, measurement, and scaling SaaS platform infrastructures
Experience with Agile Software Development and Product Management Processes (use of Storyboards, User Stories)
Passion for technology, willingness to dive deep into technical products and commitment to learning and expanding technical knowledge
Hands on experience working customer facing advertising products
Proven ability to successfully manage projects from concept to delivery while meeting schedules and budget
Strong problem solving skills
A roll up your sleeves attitude
This position description is intended to describe the duties most frequently performed by an individual in this position. Linqia is an equal opportunity employer — we actively seek and value diversity on our team. Pursuant to the San Francisco Fair Chance Ordinance, we will consider for employment qualified applicants with arrest and conviction records.
Headhunters and recruitment agencies may not submit resumes or candidates through this Web site or directly to employees. Linqia does not accept unsolicited headhunter and agency resumes and will not pay fees to any third-party agency or company that does not have a signed agreement with us.
Website : http://www.linqia.com
Consumer behavior is changing faster than ever, making it challenging for brands and their agencies to keep pace. How can brands connect with consumers in a meaningful way? And how can they create content that is proven to drive results? Today’s consumers shape their purchasing decisions based on the ideas and opinions of the people they trust most – their peers. Our influencer marketing programs inspire action with your target audience, whether it be launching a new product, engaging consumers around a new brand message or driving in-store sales. Best of all? Our unique model is guaranteed to deliver you results. Only Linqia provides brands with performance-based pricing, a turn-key solution and an “always on” feed of proven, high-quality content that will supercharge your social advertising. Which is why our customers love us and keep coming back.