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A job shadowing marketplace

Customer Success and Account Manager

$45k – $60k
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About Hoppin

Hoppin is a fast-paced start-up looking to grow our team with hard-working, dynamic individuals who embody a true entrepreneurial spirit.

We are creating a new category - job shadowing as a service. We are on a mission to disrupt the future of work by unlocking unprecedented peer-to-peer learning opportunities across non-competitive companies and industries. Hoppin matches professionals with shadowing opportunities across forward-thinking companies such as Uber, Citi, Dig Inn, Eventbrite, Newsela, for a day of powerful learning and new perspectives. We are well-funded, building for the long-term and we’re on track to triple our headcount by the end of 2020. If you’re passionate about enabling meaningful connections through the power of technology, we want to hear from you!

About the Role

We are hiring a highly motivated Customer Success/Account Manager to join our growing team! We are a small team and wear many hats. You will be the ongoing point of contact for Hoppin customers. From onboarding to long-term relationship building, you will strive to make the customer experience as smooth and pleasant as possible. You’re excited to go above and beyond to make your customers’ days!

Your specific duties include:

* Delivering value and customer satisfaction through all stages of the enterprise customer lifecycle from onboarding through growth and renewal.
* Providing individual customer support through the booking flow (pre- and post-experience).
* Owning the customer (shadower, host and enterprise buyer) onboarding process.
* Drafting and maintaining host profiles.
* Responding to inbound customer queries.
* Prioritizing and handling tasks or escalating as appropriate.
* Assisting with defining and optimizing the customer journey.
* Identify growth opportunities to expand Hoppin’s footprint within customers’ organizations.
* Identify risks or barriers to success and proactively put together an action plan to de-risk.
* Monitor trends, share best practices and work with the team to implement improvements.
* Be the voice of the customer within Hoppin, collaborating with our Product and Sales teams to improve the customer experience through collateral, new features, etc.
* Provide administrative support to the team and help with tasks such as, but not limited to, research, event planning, office and team logistics.


Qualifications:

* Self-motivated and entrepreneurial-minded is a must. We’re a lean team and expect everyone to be a proactive problem solver.
* 2-3 years of direct client management experience ideally in a Customer Success, Account Management or Sales role at a B2B technology company.
* You thrive by building long-term relationships and partnering with a range of customers from individual business owners to C-level executives.
* You are always thinking about creating opportunities and how to go above and beyond for your stakeholders.
* You are resourceful and creative, always attempting to solve problems before escalating or seeking help.
* You have excellent verbal and written communication.
* You are highly organized and have a strong ability to juggle and prioritize tasks and projects.
* You are consultative and able to navigate the complexities and needs of customers across industry, size and lifecycle.
* You execute with excellence and have a deep track record of creating significant impact for your customers.


At Hoppin, we're building a company where all kinds of people from all backgrounds and walks of life are valued and respected. If you think this job sounds like you, come join us! We'd love to hear from you.

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