Events  Deals  Jobs 
    Sign in  
 
 
Andela // global talent accelerator
 
New York City, USA    Posted: Monday, April 26, 2021
 
   
 
Apply To Job
 
 
JOB DETAILS
 

ABOUT ANDELA

Marc Andreessen, co-founder of the venture capital firm Andreessen Horowitz wrote: software is eating the world. That statement is just as true today as it was ten years ago.  Software is embedded in our day-to-day, & few industries are immune.  Peak behind the code & you will find brilliant engineers pushing the boundaries of what is possible.  

Talk to any engineering leader & they will tell you that access to talent is their number one barrier to building software & the businesses that will power tomorrows economy.  Research the industry & you read about the 1 million computer-programming jobs that will go unfilled in 2021. 

That is where Andela comes in. We help engineering leaders at companies big & small bridge that gap. We are building tools, systems & processes to connect talent, no matter where they live, with the opportunities to do great things. To date, we have identified 1,000+ software engineers from Africa & other emerging markets & placed them as full-time, embedded members of software development teams at over 200 tech companies. Along the way, we have raised $180M from Al Gores venture fund, Generation Partners, Google Ventures, Spark Capital, the Chan-Zuckerberg Initiative, & Serena Ventures. 

And we are just getting started.

OUR PEOPLE

All of our people live & breathe our E.P.I.C values:

  • Excellence: We are lifelong learners who strive for mastery of our craft
  • Passion: We believe we are going to change the world & act accordingly
  • Integrity: We choose extraordinary people & then trust them to do the right thing
  • Collaboration: We know our sum is greater than our parts

YOUR ROLE

Are you someone who loves to build lasting relationships & deliver excellence to your clients? This is your opportunity to set the standard within a world-class Client Success function supporting our Growth & Mid-Market segments. You will own a dedicated book of business within a range of $500 - $750k ARR & be responsible for ensuring each client is delighted in their experience with Andela. Youll be accountable for setting the first impression during onboarding, measuring Andelas impact alongside the clients goals, running key programs like NPS, & carrying out effective issue resolution wherever necessary. Given Andela has two stakeholder groups: our clients & engineers, youll ensure an exceptional client experience through our engineers' happiness as well. Youre someone who likes to find creative solutions to resolve your clients issues & drive churn targets to an all-time low. 

YOUR RESPONSIBILITIES

  • Build lasting relationships with Andelas clients to effectively own your book of business with accountability to core metrics like Net Retention & NPS
  • Effectively onboard new client accounts & engineers to ensure attainment of business goals within the first 90 days of the clients relationship with Andela 
  • Collaborate with various internal stakeholders to advocate & unblock in the best interest of the needs of your client
  • Use data to make decisions to positively impact the client experience in the best interest of net retention 
  • Maintain accurate, up to date, & clear data in Client Success platforms like Salesforce & ChurnZero
  • Build & manage relationships with Andelas engineers to link their performance & impact with commercial goals 
  • Thoughtfully collaborate with engineers to resolve issues impacting the client relationship
  • Collaborate on ad-hoc projects as a SME in Client Success 
  • Drive churn to all time lows 

QUALIFICATIONS

  • Experience owning a book of business, particularly in a dynamic, fast-paced startup or tech environment. Experience should include accountability around core KPIs like churn, NPS, & other client experience measurements. 
  • Bachelors Degree with 5+ years of work experience with 3+ years of direct client management
  • Exceptional written & verbal communication skills with people of various backgrounds
  • You are highly self-driven & comfortable with ambiguity & change
  • Proficient in Salesforce with experience in other Client Success tools (examples: ChurnZero, Gainsight, etc.)
  • Experience with reviewing data sets to drive decision making
  • You are a natural collaborator who can effectively work across stakeholder groups in the best interest of the client
  • Creative problem-solving abilities

This role is fully remote!

#LI-Remote

 
 
 
Apply To Job
 
 
 
 
 
© 2021 GarysGuide      About    Feedback    Press    Terms