Director, Inside Partner Success

🕒 2 dias atrás

🇺🇸 Estados Unidos – Remoto (EUA)

💵 $105.000 - $115.000 / ano

⏰ Tempo Integral

🔴 Especialista

🏆 Sucesso do Cliente

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TheGuarantors

SiteLinkedInTodas as Vagas

201 - 500 funcionários

🏠 Imobiliário

🛡️ Seguros

💳 Fintech

💰 $50.000.000 Series C em 2022-04

Real Estate • Insurance • Fintech

A TheGuarantors é uma empresa especializada em fornecer soluções de cobertura de aluguel para locatários, proprietários e administradores de imóveis. Eles ajudam os locatários a se qualificarem para apartamentos atuando como fiadores e oferecendo produtos de seguro necessários, como cobertura de depósito e seguro para locatários. A empresa também fornece aos administradores de propriedades proteção contra inadimplências de aluguel, ajudando a aumentar a ocupação enquanto gerencia riscos financeiros. Ao oferecer soluções inovadoras, a TheGuarantors abre mais oportunidades para locatários, incluindo aqueles com perfis não tradicionais, recém-formados e residentes internacionais. Além disso, a TheGuarantors é um agente e corretor de seguros licenciado, enfatizando a confiança e a confiabilidade de seus serviços no mercado imobiliário.

Descrição

• Lead and manage the Inside Partner Success team • Oversee operational support and service standards for all contracted clients • Manage team performance against SLAs and KPIs, including ticket resolution speed and NPS • Meet ticket resolution volume goals • Mentor and coach associates through virtual and in-person professional development sessions • Ensure cross-functional collaboration and ticket escalation processes for complex partner needs • Develop and oversee recurring group retraining programs • Set and maintain standards for partner retraining coordination, scheduling consistency, and handoff quality • Maintain CRM hygiene within HubSpot and Zendesk • Manage, adjust, and expand existing business accurately and consistently • Analyze and maintain client performance and feedback data • Partner with Account Management and the broader GTM team to support high program usage • Communicate updates, risks, blockers, and recommendations proactively • Identify improvements to training materials, client communication, and user engagement strategy • Use data, judgment, and business context to inform decisions and recommendations • Manage assigned work independently and deliver on commitments, deadlines, and deliverables • Ensure compliance with applicable policies, procedures, standards, and regulatory requirements • Perform other role-related responsibilities as assigned

🎯 Requisitos

• 5+ years of experience in B2B2C Customer Success, including 2+ years of direct team management experience • Proficiency overseeing HubSpot, Zendesk, Google Suite, and video conferencing tools • Strong understanding of inbound and outbound customer success operations, SLA management, ticket triage and escalation design, and team performance frameworks • Ability to manage client-facing, training, or account management roles • Ability to partner with GTM, Outbound Partner Success, Customer Success, and Marketing teams • Ability to deliver high-quality work in a dynamic business environment • Bachelor’s degree in Business, Finance, English Literature, Communications, Psychology, or equivalent practical experience • Experience working in a regulated, client-facing environment preferred • Experience using PowerBI, ZoomInfo, Monday.com, Enable.Us or similar data room tools, Gong, and ALN preferred • Exposure to commercial multifamily real estate, proptech, or insurance preferred • Prior experience in commercial multifamily real estate, consumer credit, lending, or B2B SaaS preferred • 2+ years in the multifamily industry preferred

🏖️ Benefícios

• Opportunities to make an impact within a fast growing company • Medical, dental, & vision insurance, beginning day one • Health savings account with employer contribution • Flexible spending accounts (healthcare, dependent care, commuter) • 401(k) • Generous PTO and paid holidays • In-office lunch Perk • Flexible working hours • Paid parental leave • Company sponsored short and long term disability