Director/Senior Director, Strategy & Customer Success for blithequark's Business Solutions Team - Leading Customer Experience and Business Growth through Innovative Strategy and Cross-Functional Collaboration

Introduction to blithequark

At blithequark, our mission is to empower local economies and become a premier benefits partner for executives, employees, and administrators across the globe. Leveraging the blithequark platform, we aim to deliver industry-leading selection, quality, and customer service to every business customer, for every business use case. We are building an entrepreneurial, customer-obsessed, and fast-moving team to create the right products and services for the future of work. As a leader in the industry, blithequark is committed to making a positive impact on the communities we serve, and we are excited to bring on a talented professional to help drive our business forward.

About the Role

We are seeking an experienced leader to own Strategy and Customer Success for blithequark's Business Solutions team. In this role, you will define the vision, set the strategy, and lead execution for our end-to-end customer experience. You will lead Strategy & Planning, identifying new products & services and overall growth opportunities for blithequark's business solutions. You will oversee front-line teams (Implementation, VIP Support escalations, Billing/Invoicing) and partner with the Senior Manager of Customer Success to increase product usage, improve service levels and customer satisfaction, and scale operations.

You will be responsible for figuring out how to get our business from its current state to full potential, constantly testing new opportunities to improve. You will set strategy, operate and implement, work cross-functionally, and lead with empathy. Your expertise will be crucial in driving growth, improving efficiency, and delivering exceptional customer experiences.

Key Responsibilities

• Develop and execute the optimal strategy for blithequark to win the business audience, identifying and quantifying the biggest growth levers, setting goals for cross-functional teams, and managing operating cadences to create accountability and maximize learnings.
• Transform our Customer Success capability, designing and building the right organization, processes, and programs to maximize the value that each client gets out of partnering with blithequark.
• Partner with tech teams to build products that improve the customer experience and unlock larger addressable audiences.
• Scale our client-facing processes through more automation and systemization, developing systems for capturing feedback & building it into Product, Operations, and GTM.
• Lead a highly cross-functional team to drive growth by partnering with engineering, product, design, sales, operations, finance, and marketing.
• Manage, develop, and continue to build a high-performing team, providing guidance, mentorship, and support to ensure their success.

Ideal Candidate

We are excited about you because you are a seasoned leader with a proven track record of success in strategy, customer success, and team management. You have a strong analytical mindset, are comfortable with ambiguity, and are relentless in your pursuit of excellence. You are a collaborative leader who can inspire and motivate teams to achieve audacious goals.

Some of the key qualities we are looking for in a candidate include:

• 15+ years of experience in a related field, with a proven track record of scaling a business or function.
• 10+ years of team management experience, with a focus on building, developing, and inspiring diverse teams.
• Experience leading Customer Success teams, with a deep understanding of customer needs and a passion for delivering exceptional customer experiences.
• Strong analytical and problem-solving skills, with the ability to leverage data and analytics to drive business decisions.
• Excellent communication and collaboration skills, with the ability to work effectively with cross-functional teams.
• A strong entrepreneurial spirit, with a willingness to take calculated risks and drive innovation.

Essential Qualifications

To be successful in this role, you will need to have:

• A strong understanding of business operations, with a focus on customer success and strategy.
• Excellent leadership and management skills, with the ability to motivate and inspire teams.
• Strong analytical and problem-solving skills, with the ability to leverage data and analytics to drive business decisions.
• Excellent communication and collaboration skills, with the ability to work effectively with cross-functional teams.
• A strong entrepreneurial spirit, with a willingness to take calculated risks and drive innovation.

Preferred Qualifications

While not required, the following qualifications are preferred:

• Experience working in a fast-paced, dynamic environment, with a focus on innovation and growth.
• A strong understanding of the latest trends and technologies in customer success and strategy.
• Experience working with cross-functional teams, including engineering, product, design, sales, operations, finance, and marketing.
• A strong network of contacts in the industry, with the ability to leverage these relationships to drive business growth.

Career Growth Opportunities and Learning Benefits

At blithequark, we are committed to supporting the growth and development of our employees. As a member of our team, you will have access to a range of career growth opportunities and learning benefits, including:

• Professional development programs, with a focus on leadership, management, and technical skills.
• Mentorship and coaching, with a focus on helping you achieve your career goals.
• Opportunities for advancement, with a focus on promoting from within.
• Access to the latest technologies and trends, with a focus on innovation and growth.

Work Environment and Company Culture

At blithequark, we are committed to creating a positive and inclusive work environment that supports the well-being and success of our employees. Our company culture is built around the following values:

• A focus on customer success, with a passion for delivering exceptional customer experiences.
• A commitment to innovation and growth, with a willingness to take calculated risks and drive innovation.
• A strong entrepreneurial spirit, with a focus on building and developing diverse teams.
• A focus on collaboration and teamwork, with a emphasis on working effectively with cross-functional teams.

Compensation, Perks, and Benefits

At blithequark, we offer a competitive compensation package that includes:

• A salary range of $190,000 - $350,000 USD, depending on location and experience.
• A comprehensive benefits package, including healthcare benefits, a 401(k) plan, short-term and long-term disability coverage, basic life insurance, wellbeing benefits, paid time off, paid parental leave, and several paid holidays.
• Opportunities for equity grants, with a focus on rewarding and recognizing employee contributions.
• A range of perks and benefits, including premium healthcare, wellness expense reimbursement, and more.

Conclusion

If you are a motivated and experienced leader looking for a new challenge, we encourage you to apply for this exciting opportunity. As a Director/Senior Director, Strategy & Customer Success at blithequark, you will have the chance to make a real impact on our business and drive growth and innovation in the industry. Don't miss out on this opportunity to join our team and help shape the future of blithequark.

To apply, please submit your application, including your resume and a cover letter, to our website. We look forward to hearing from you and exploring how you can contribute to the success of blithequark.