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US - Remote    Posted: Tuesday, January 12, 2021
 
   
 
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Stack Overflow is the largest, most trusted online community for developers to learn, share their knowledge, & build their careers. More than 60 million professional & aspiring programmers visit Stack Overflow each month to help solve coding problems, develop new skills, & find job opportunities.

We partner with businesses to help them understand, hire, engage, & enable the world's developers. The products & services are focused on technical recruiting, developer marketing, and enterprise knowledge sharing. Our clientele includes Google, Microsoft, Bloomberg, & many other Fortune 500 names.

As the Lead of Stack Overflows Customer Success Enablement, you will be responsible for defining, delivering, & evolving the programs & content to ramp, upskill, develop, & measure our current & future customer success organization. This position will drive the productivity of our growing Customer Success teams for our Stack Overflow Teams, Ads & Talent product lines. The Customer Success Enablement Lead will partner closely with the leadership team to strategize on investing in our team members & helping them develop critical skills to be wildly successful & effective professionals at Stack Overflow.

What Youll Do:

  • Own the strategy, development, & daily operations of a holistic enablement program with a specific focus on new hire & customer onboarding, success productivity, customer-facing content management, & skills training
  • Own & lead CS playbook formation & activation across the Stack product offerings
  • Lead the execution of building out strategic priorities for the enablement of the CS team & its customers
  • Manage & continuously improve existing content; work closely with Product Marketing to develop assets that speak to our various customer segments & buyer personas
  • Understand the Stack Overflow competitive landscapes intimately, & expertly design programming around how we are positioned in the marketplace
  • Deliver both data-driven & experience-driven insights to the Customer Success leadership team & work cross-functionally to iterate & improve upon our success enablement strategy
  • Manage a team of Onboarding Specialists who are responsible for the critical first stages of the customer experience
  • Collaborate cross-functionally with various Stack Overflow teams & leadership, including Success, Sales, Marketing, Human Resources, & more
  • Partner with the Strategy & SC Analyst Lead to develop & validate key metrics for measuring the impact of enablement programs

What you should have:

    • Experience in a SaaS environment running a CS program and/or operations
    • 7+ years of experience supporting a customer-facing organization, preferably in an enablement, leadership, training or coaching & development capacity 
    • 2+ years managing a team of 2 or more direct reports
    • Demonstrated experience developing & delivering a customer & new hire onboarding program and/or enablement strategy
    • Teaching & facilitation skills with the ability to independently multi-task, efficiently prioritize tasks, make recommendations & decisions, & drive projects to completion
    • Strong interpersonal & communication skills & the ability to work effectively in a fast-paced environment
    • Ability to interact with all levels of the organization & across a variety of cultures
    • Highly organized & can work in a fast-paced environment

What youll get in return:

  • Competitive Base Salary
  • 20 days paid vacation
  • Generous parental leave (12-16 weeks at 100% pay), family care leave, & unlimited sick days
  • Stock options
  • Completely free health insurance (no copay, no premiums)
  • Gym membership reimbursement
  • Employees will never be poked with a sharp stick

If you want to work remotely. Well reimburse you up to $2,000 to set up a great home office.

If you want to work in our office Youll be in our headquarters in New York City, & enjoy additional benefits like free lunch every day prepared by our own in-house chefs, transportation reimbursement, & all the espresso you can drink.

Work Environment:

Were a remote-friendly team. Whether you work remotely or work out of our office (re-opening June 2021 at the earliest due to COVID-19), youll be part of a remote work culture that emphasizes online communication (Slack, GitHub, Hangouts, Zoom, Stack Overflow for Teams).

Employment is conditioned upon successful completion of a background check & upon having the appropriate legal right to work.

Diverse teams build better products.

Legally, we need you to know this:

Stack Exchange does not discriminate in employment matters on the basis of race, color, religion, gender, national origin, age, military service eligibility, veteran status, sexual orientation, marital status, disability, or any other protected class. We support workplace diversity.

But we want to add this:

We strongly believe that diversity of experience contributes to a broader collective perspective that will consistently lead to a better company & better products. We are working hard to increase the diversity of our team wherever we can & we actively encourage everyone to consider becoming a part of it.

#LIRemote
 
 
 
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