Our client is an influencer relationship management platform for e-commerce businesses, helping brands find, manage, and track influencers.
They are a profitable, self-funded company primarily serving US-based brands.
Mission : To be the simplest, results-oriented influencer marketing platform for DTC brands to grow via influencer partnerships.
Why join the company?
- Remote and Async Work : Minimal meetings, mostly async communication via Slack and Notion.
- Self-Improvement : Allowances for gym, books, and courses.
- Long-term Wealth Creation : Attractive ESOPs with no layoff risks.
- Impactful Work : Help scale a top-tier software company working with leading US brands.
Values
- Customer Obsession :
Focus on solving customer issues and enhancing their experience.
- Self-Agency : Take ownership of problems and solutions.
- Bias for Action : Act quickly and efficiently.
- Systems Thinking : Create scalable and impactful solutions.
Role & Responsibilities
Objective : Ensure customer success through onboarding, check-ins, and strategy development.
- Influencer Campaigns : Design campaigns based on brand budgets and goals.
- Strategy Sessions : Conduct Zoom sessions to help new customers craft influencer strategies.
- Customer Success : Regularly check in with customers, improve onboarding and retention processes.
- Product Improvements : Advocate for customer needs and suggest platform enhancements.
- Customer Support : Manage customer support, resolving issues and gathering improvement ideas.
- LinkedIn Presence : Build your authority in influencer marketing.
Work Hours :
- 15-20 calls per week, flexible hours, with some alignment to US time zones.
- For example, if you're in Europe, you'd be doing Zoom calls with customers in the evenings between 5 pm and 8 pm CET.
Ensure you're comfortable working slightly later in the day before applying.
Your Fit
- Influencer Marketing Experience : Built influencer programs at agencies or e-commerce brands.
- Client Relationship Building : Experience in client-facing roles, good at building relationships.
- Strategic Thinking : Ability to develop high-level strategies.
- Tech-Savviness : Comfortable with new technology and platforms.
- Customer Success Experience : Understanding of product adoption, user retention, and NRR.
KPIs
- Conversion Rate : Increase trial to upgrade conversions.
- Product Adoption : Ensure users utilize key features regularly.
- Churn : Reduce subscription cancellations.
- Net Revenue Retention : Encourage upgrades to higher-tier plans.
- Customer Happiness Index : Maintain high satisfaction scores.
Initial Projects
- Helpdesk :
Expand and improve the helpdesk.
- Referrals : Develop a referral program.
- User Activation : Boost trial-to-active user conversions.
- Cross-Functional Projects : Collaborate with sales and marketing.
- Onboarding Meetings : Conduct strategy calls for new customers.
