Guideline is hiring a
Manager, Enterprise Relationship Management

Summary

The job description is for a Customer Success Manager at Guideline. The role involves managing a team of Enterprise Relationship Managers, handling client escalations, identifying and improving team KPIs, implementing strategic goals, collaborating with technical teams, and advocating for clients. The ideal candidate has 6+ years of experience in a client-facing role, 3+ years of experience managing a team, proficiency in Salesforce or other CRM tools, exceptional communication skills, flexibility, and a passion for technology.

Requirements

• 6+ years experience in a client facing role, ideally in the SaaS or Fintech industry
• 3+ years experience managing a team of high performing individual contributors in an account manager type of role
• Experience with reporting and analyzing data, as well as delivering action plans against these results
• Experience leading and executing large scale projects, with the ability to influence cross functional stakeholders
• Proficient in Salesforce or other CRM tool
• Exceptional communicator with a talent for managing conflict and de-escalating upset clients
• Flexible - we're moving fast, so the ability to constantly adapt to new conditions is a must
• Cultivates innovation and able to manage ambiguity
• Passionate about technology as well as experience in using technology to deliver client solutions
• Bachelor's degree

Responsibilities

• Manage a team of Enterprise Relationship Managers
• Handle client escalations in multiple channels, including phone, email and more
• Identify, report, and continuously improve on team KPIs, such as retention, client health, CSAT, and NPS
• Implement strategic goals and execute on projects to improve the employee and client experience
• Collaborate with our technical teams to prioritize product enhancements that are most impactful to our clients
• Hire high performing team members
• Advocate for our clients with internal stakeholders

Preferred Qualifications

Professional designations such QKA, C(k)P, QPA, CRPS preferred

Benefits

• Flexible vacation policy
• Company equity
• 401(k) with matching contributions
• 100% paid employee insurance coverage
• Annual learning and development stipend
• Parental leave
• Sabbatical after 5 years of employment