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STELLAService // customer service performance data for retailers
 
Marketing, Full Time    New York City    Posted: Friday, October 04, 2019
 
   
 
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JOB DETAILS
 

About the Opportunity

Stella Connect is a customer feedback & quality management platform designed specifically for customer service teams. We partner with hundreds of the worlds leading brands, from disruptive startups like Warby Parker & Earnin, through to household names like Walmart & Williams-Sonoma. With Stella Connect, companies get real-time visibility into the quality of their service teams & operations & the tools they need to drive agent engagement & performance improvements.

The solution is unique in the direct connection it creates between the frontline customer service agent & the customer by providing real time feedback between the agent & customer. It is the only product built with real time feedback, coaching, QA & recognition to drive performance, versus the status quo which mostly monitors & records CS activity & is more likely to punish frontline agents rather than reward them. The result is improved service driven by happier, more engaged & more productive customer service reps. This drives a clear ROI in reduced employee attrition, faster employee onboarding, accelerated learning & of course happier customers, which increases NPS & reduces customer churn.

The CMO will report to the CEO & Co-founder & will inherit a team of marketers that include demand generation, product marketing & other experienced marketing professionals.We are looking for a marketing leader that brings the vision, knowledge, strategic capability & team building skills to create an integrated enterprise marketing function that delivers results. The Company is not looking for silver bullets, rather a SaaS marketing expert & well-rounded leader that impacts the business holistically & builds a best-in-class marketing capability that accelerates sustainable growth.

Responsibilities

  • The CMO will be expected to bring the experience & the vision to build & lead a B2B SaaS marketing organization that delivers excellence.
  • Special attention will be paid to those that have built and/or transformed marketing function in the early stages of a companys growth. Ideal candidates will have joined at the stage in which a company has solid indications of product market fit, & then have been a key contributor in building a repeatable & predictable revenue growth engine.
  • We are looking for a marketing leader that is passionate, knowledgeable, & a constant learner in B2B SaaS marketing strategies, methodologies, tactics & tools.
  • We are looking for a data driven operator with the ability to measure key marketing metrics with an eye for continuous improvements & efficiencies.
  • The CMO will define & execute a thought leadership plan that positions Stella Connect as an up & coming player in a stale workforce optimization / workforce engagement industry, including change management in large contact center environments.
  • We believe the best CMO candidates will strive to gain a deep understanding of products & customers & a very close & effective working relationship with sales & customer success.
  • A key consideration will be the experience & commitment to all the factors that directly impact building & leading high performing teams & creating an environment that enables employees to do their best work.
  • We are looking for a person that can partner with other leaders & help raise the game of the entire senior team.

Compensation & Perks

Competitive cash comp; stock options; full (and might I add, excellent) health, dental & vision insurance benefits; gym stipend; unlimited vacation; much much more!

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At Stella Connect, we love EVERYBODY! We celebrate our differences & believe that they add to our company's inclusive culture, innovation, collaboration & overall success. Stella Connect is proud to be an Equal Employment Opportunity & Affirmative Action employer. We do not discriminate based on race, religion, color, national origin, gender (including pregnancy, childbirth, or related medical conditions), sexual orientation, gender identity, gender expression, age, status as a protected veteran, status as an individual with a disability, or other applicable legally protected characteristics

 
 
 
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