What’s CrowdRiff?
Good visuals are appealing to the eye, but great visuals tell stories that reignite your desire to discover, spark your creative imagination and even influence what we buy, eat, and do. That’s why CrowdRiff exists: to empower destination marketers to showcase their unique destinations through powerful visual storytelling solutions.
✨ CrowdRiff is built around the idea of pushing the boundaries of exploration; and our dedication to finding experiences that feel more authentic and undiscovered make us who we are. We like to think of ourselves as modern-day explorers, who believe in taking action now and thrive in an open, challenging, and encouraging environment.
Our team is a quirky and diverse crew that has one thing in common: our love for great visuals. Picture this. You will contribute to amplifying unique travel experiences like scuba diving in Tahiti 🌊, exploring Napa’s wine country🥂, bungee jumping in Queenstown 🤩and much more while having access to some of our amazing travel perks that allow you to immerse yourselves in local communities and culture.
At CrowdRiff, you have the freedom, autonomy, and resources to set the course of your own future along with an incredible crew. We understand that to feel empowered and to keep forging new paths professionally and personally, we need to pull out all the stops. That’s why we take a proactive approach and set not only professional but also personal goals for all CrowdRiffers. To make this possible, we offer opportunities related to training, tuition, conferences, workshops, or anything else that will help you achieve your goals under our ‘DevDollars’ program.
Every day, we work across departments, time zones, and even oceans to reach our goals and delight our customers - all while being remote. If you are looking to make travel an incredible experience today, and for future generations, and are passionate about visuals & tech, you’re just our type. 💯
Your Role: Team Lead, Customer Success & Onboarding
As the Team Lead, you are driven to help customers with your own partial portfolio of customers while supporting and developing a team of Onboarding Specialists. You possess fantastic troubleshooting and analytical skills, and have the ability to dive into a new product to learn it inside and out! You are a resource, mentor and support for enabling a team of Onboarding Specialists and ensuring the delivery of outstanding customer experiences, guiding the team on best practices, creating processes and playbooks for increasing customer satisfaction.
What you'll do:
- Build, coach, and develop a team of Onboarding Specialists who will manage the end to end Onboarding process from sales handoff, to system configuration, to training, to handoff to Customer Success Managers
- Establish best practices, playbooks and processes to enhance the customer onboarding experience and train and monitor Onboarding Specialists on these
- Coach, grow, and provide consistent feedback to your team of Onboarding Specialists to help them achieve better customer adoption
- Maintain company Net Revenue Retention target through well thought out onboarding programs & trainings and stepping in to support the entire CS Team where needed
- Develop Onboarding goals for the Onboarding Team with our customers and work with them to achieve them
- Hiring great Onboarding Specialists to ensure company objectives and customer objectives are exceeded
- Developing initiatives and process improvements that drive customer adoption then documenting and training those processes
- Build a supportive, enabling and mentoring relationship with each team member of your Onboarding team
- Close, collaborative relationship with the Sr. Manager, CS and Director, CS
- Relationships Sales and Customer Success to ensure smooth handoffs for our customers
- Maintain close relationships with your portfolio of customers in order to increase product adoption and retention
Ideally you'll have:
- Facilitation and learning and development experience
- Experience mentoring and coaching junior and intermediate resources
- Excellent communication skills
- Excellent project and process management skills
- Ability to translate and communicate technical jargon to non-technical users
- 3+ Years experience in a Customer Experience role
- 2+ Years in a management position overseeing a team
Why CrowdRiff?
At CrowdRiff, we don’t just believe in wow-ing our customers, but also our employees. That’s why, in addition to your competitive salary and medical/dental/vision plan, we offer perks like:
Well-being & growth:
🍼 Parental leave
🧑🎓 Extended learning and development opportunities through our DevDollars program
💰Equity incentives
Flexibility at work:
☀️Feel-good Fridays with every other Friday off in summer
🤝 No-meeting Fridays year-round
💪 Work from home allowance + Flexible work hours
Travel:
⛱ Up to 8 weeks of vacation
💲 Up to $3000 towards your next trip
🧑✈️ Access to a personal travel concierge
Upon request, CrowdRiff will provide job applicants with any accommodations they may require for the interview process, candidate assessments, and all other applicable steps within the recruitment and selection process. When requested, CrowdRiff will consult with the applicant to provide suitable accommodations.
CrowdRiff is proud to be a diverse and equal opportunity employer and as such does not discriminate on the basis of race, colour, religion, sex, national origins, age, sexual orientation, disability or any other characteristic protected by applicable laws. Selection decisions are solely based on job-related factors.
