Customer Experience Delivery Lead (REMOTE)

Customer Experience Delivery Lead (REMOTE)

Job Description:

Who we are…

Observa (observanow.com) creates products that provide real time insights into our customers’ retail sales and marketing efforts. Our customers are CPG companies, retail brokers, and retailers themselves. We help them actually see what their customers see as they make their decision. We do this using cutting edge AI and our own Observers in the field via our mobile app. If you are passionate about technology and changing the way the world shops, Observa is the place for you.

What You’ll Be Doing…

As a Customer Experience Delivery Lead and member of the Delivery team, you play a pivotal role in nurturing and developing B2B customer relationships by efficiently intaking, designing, and executing account projects that service our retail clients. Your cross-team functionality enables you to identify and activate creative solutions; advocate for process changes and resource requirements; and drive decisions that enhance product development, service design, and the customer experience.

Responsibilities:

• End-to-end project management including: ensuring set-up materials and requirements are obtained and prepared prior to kickoff; monitoring and managing ongoing project performance according to business objectives and KPI expectations; follow through with proper close-out communications and deliverables
• Creatively problem solve to develop strategic approaches based upon multiple and shifting priorities
• Utilize Observa’s proprietary survey-building and analysis platform to design projects that align with customer goals
• Effectively recognize underlying customer business objectives to orient internal teams and priorities according to scope, timeline, and overall account direction
• Serve as a central account pillar, cross-functionally collaborating with Sales, Engineering, Reporting, and Marketing teams to accomplish project objectives; sustaining positive project health and projections
• Provide proactive communications to preemptively resolve potential project issues, including managing up to assemble support when appropriate
• Maintain consistent service delivery, confidently establishing and fulfilling customer expectations to gracefully nurture accounts
• Further identify account growth opportunities by fostering insightful, symbiotic relationships with customers
• Develop a strong knowledge base of customer trends and feedback to provide active feedback on process, product, and service developments
• Produce expert insight into development of ongoing projects by analyzing project results and next-step recommendations
• Oversee project data quality, leaning in to quality analysis processes as needed
• Support overall Delivery team performance by facilitating thoughtful and actionable discussions and ideation

Skills & Qualifications:

• 1 - 3 years of project management or administrative experience
• 2+ years of B2B or external-facing relationship experience
• Experience working in a startup environment
• Strong verbal and written communication skills
• A self-starter; bias towards quick and efficient problem solving given evolving considerations
• Demonstrated leadership skills
• Strong analytical skills; comfortable initiating research to identify solutions
• Confident organization, project and time management skills; able to organize and execute among competing priorities
• Positive can-do attitude; not afraid of failure and takes ownership of learning experiences
• Humble hunger for growth and development of self and others’ success
• Adept working with data sets, excel functions, and reports
• Familiarity with project management (Asana preferred) and product management (Jira preferred) platforms, and Microsoft and Google Suites
• Bachelor's degree in Business or related experience preferred

Observa is committed to creating an environment free of harassment or discrimination of any kind. We are committed to the principle of equal opportunity for all. Employment decisions at Observa are based on business needs, job requirements and individual qualifications. We do not consider your gender, gender expression or identity, race, age, color, religion or belief, sexual orientation, disability, family or parental status, or any other status. We are a progressive and open-minded meritocracy and encourage members of underrepresented groups to apply. If you are smart, good at what you do, and willing to learn, we welcome you.

Our team is completely remote, primarily based in Seattle, WA.

WE WILL CONSIDER APPLICANTS LOCATED ANYWHERE IN WASHINGTON STATE ONLY.