Enterprise Customer Success Consultant

The Company:

WorkStep is the leading software provider of workforce retention and hiring solutions for the supply chain industry. We’re a Series B startup (backed by leading investors) who is disrupting the industry and changing the way companies have traditionally hired and retained their frontline supply chain workers.

Our mission is simple: to make the supply chain a better place to work. How? By helping companies within e-commerce, manufacturing, retail, transportation, and logistics make better-fit hires and improve their frontline workforce satisfaction and retention.

The Role:
As an Enterprise Customer Success Consultant, you will support your customers from onboarding throughout their lifecycle to ensure each of your customers realizes the full value of their partnership with WorkStep. You are comfortable analyzing data, uncovering insights and delivering presentations tailored to your audience. You will serve as a trusted advisor to them, guiding them on best practices and recommending solutions. You are a team player, thrive in a fast-paced, changing environment, and strive to make an impact on the customer experience, retention, and expansion.

You will report to the Manager of Customer Success and work closely with the rest of the Customer Experience and Product departments, acting as the voice of the customer and helping us continue to expand our products and offerings to best meet our customers’ needs.

WorkStep is seeking a full-time Customer Success Consultant who delivers a first-class customer experience. If you have a bachelor’s degree, at least 5 years of customer-facing, HR, HR Tech, and/or consulting experience, want to learn, grow with, and make an impact on a fast-growing tech company, this role could be perfect for you.

Responsibilities:

• Serve as the long-term customer relationship manager and product expert to ensure the highest level of customer satisfaction and successful outcomes
• Work with customers to understand business goals and challenges and how WorkStep’s offering can help them achieve their goals
• Develop and leverage deep WorkStep product knowledge to drive customer adoption
• Advise customers on best practices for product usage and change management
• Build and maintain multi-level customer stakeholder relationships to ensure customer health, engagement, and satisfaction
• Resolve any customer questions or issues through professional and timely communication and follow up
• Partner closely with Account Executives and Account Managers to build account plans, ultimately leading to successful renewals and expansion of WorkStep products and services throughout the life of the partnership
• Act as the voice of the customer internally to help inform product development that best meets customer needs
• Monitor Customer Health Metrics and take action to mitigate risk and capitalize on opportunities

Requirements

• At least 5 years of customer-facing, HR, HR Tech, and/or consulting experience
• Comfort with presenting to, establishing relationships with, and advising senior level executives in enterprise-level companies
• Data-driven problem solver with a consultative approach to customer interactions
• Excellent communication skills, including verbal, written and numeracy
• Comfortable in a smaller rapidly evolving early-stage startup environment working remotely
• Passion for the WorkStep mission

Preferred experience:

• Employee listening
• Surveys – employee, customer, design, analysis
• I/O Psychology
• Experience working with (or in) our primary industries: HR, warehousing, trucking, manufacturing, and production
• Familiarity with Excel, CRMs, or other technical systems

Benefits

WorkStep is a fully remote company, meaning our team can work from where it suits them—whether that’s East Coast or West Coast, in the mountains, or at the beach. We’re a collaborative bunch who are focused on helping our customers succeed and deliver results, FAST. But we also know how to have fun and enjoy each other’s company. Our benefits include:

• Remote working environment
• Flexible PTO
• Top-notch technology
• Annual team building on-sites
• Workspace, wellness, and professional development stipends
• Internet and phone reimbursement
• Competitive company-sponsored health, vision, and dental benefits package
• Opportunity to join a passionate, motivated, and fun team at an early stage to help shape and execute on our mission

If you’re a collaborator who likes a challenge, who doesn’t mind rolling up their sleeves, and wants to join a fast-growing company at an early stage, we want to hear from you!

WorkStep determines pay range based upon numerous compensation factors, including experience, skill set, and a geographic market approach. A current and reasonable estimated range for this position is $90,000 – $110,000. However, it’s possible for an individual to be hired at a salary outside of this range.

WorkStep is an EEO employer. We do not discriminate against any applicant for employment, or any employee because of race, color, religion, national origin, age, sex, sexual orientation, gender identity, gender, disability, age, or protected veteran status. We are committed to building a safe, inclusive environment for people of all backgrounds.