Program Manager - Customer Success
Gelato, Spain
Job Description
About Gelato
Gelato has built the world's largest and most global network for on-demand production of customized items e.g. t-shirts, wall art, mugs, books, hoodies, and cards, We support a new wave of e-commerce entrepreneurs and the global shift towards local and more sustainable production.
We own no assets - we build the software that connects world-class production facilities all across the world. We already have more than 100 production partners in 30 countries. In 72 hours we can reach more than 5 billion people and potential consumers in a smarter, faster, and greener way.
In many ways, we at Gelato are rethinking how digital fabrication of customized products can be done on demand. Just imagine what will happen when we add 3D printing capabilities to this global service. We are already empowering thousands of ecommerce entrepreneurs to grow and scale their businesses. Again, thanks to the products being produced locally we produce what you need when you need it, and where you need it. In other words, we reduce waste and carbon emissions.
Together we can increase global GDP by effectively supporting local on-demand production.
What you will be doing
You will build capabilities, programs, and campaigns to provide programmatic Tech Touch customer success services. The goal of tech touch customer success is to deliver (automated) value-driven communications that have a positive impact on multiple customers at a time. Improving customer satisfaction and the success of our customers is what drives you on a daily basis. In this role, you will be responsible for designing the tech touch strategy, building the capabilities, and executing the programs across the customer lifecycle to onboard, engage and expand our customers. You will relentlessly pursue opportunities for improvement and implement betterments, collaborating closely with other customer facing groups and internal stakeholders.
- Act as primary owner of tech touch (e.g., in-product, email, web, etc.) customer success services, bridging business requirements and technical team.
- Lead research, planning, coordination, and execution of launching tech touch customer success programs to drive on-boarding, engagement, renewal, and expansion
- Accountable for retaining and growing the revenue of existing Gelato customers.
- Partner with sales, product and marketing leadership to build strong processes and engagement frameworks that will ultimately grow Gelato revenue while providing an ideal customer experience.
- Achieve operational excellence by continuous measurement and communication of metrics to the team and leadership.
Requirements
Who you are
In order to be successful in this role, you will need to have a start-up mentality. You are truly passionate about building companies and love working on and learning about it. You have incredible stamina, resilience, and grit. You’re a doer, who changes until winning. You feel comfortable getting your hands’ dirty while never losing sight of the long-term ambition, this quarter’s budget, and today’s customers.
Moreover, we would like to see evidence of the following in your profile:
- University degree, and 6+ years of direct experience in marketing campaigns (ideating, executing, and optimizing) with a track record of working across various types of customer lifecycle phases (e.g., on-boarding, engagement, retention) and channels (e.g., in-product, email, chat, etc.)
- Experience working in marketing analytics, marketing automation, and customer success tools.
- Strong operational discipline with an analytical and process-oriented mindset. You take a data-based approach to decision making and assessment.
- Ability to prioritize in complex, fast-paced environment
- Demonstrated experience and proficiency in effective written and verbal communication, including presenting to a variety of audiences
Benefits
What it’s like to work at Gelato
We are a customer-obsessed team with the ambition to change the world by connecting technology to the printing industry and making it much more sustainable. Everyone who joins our team must feel genuinely intrigued and motivated by our mission. We expect a lot. We are a driven team with big goals, so we seek individuals who are genuinely passionate about their work and possess an entrepreneurial spirit. Our culture is unique and we live by our values, so it's worth learning more about our culture and how we work before presenting your application