Scale Client Success Team Lead (SDQ)

Position Summary:

We are looking for a Scale Client Success Team Lead on a mission to manage partnerships with our clients at scale, focusing on value and ROI. Creating these partnerships requires securing long-term professional relationships, providing exceptional service, and strong product knowledge, and delivering the power of our client’s platform. We are looking for someone with a background in Customer Success or Account Management, with the ability to effectively represent the Voice of the Customer while also helping the team achieve the right commercial outcomes within their book of business. The ideal candidate has exceptional planning and execution skills, strong leadership and management experience, and the operational ability to grow our CSM team.

Responsibilities:

• Successfully and consistently deliver ROI and value for our customers, consulting their business while leveraging the platform solutions.
• Building strong relationships with clients based on your ability to earn their trust and deliver
• Proactively identifying business goals and pain points, and opportunities where our client can deliver even greater value for our clients
• Leading the knowledge-sharing effort, from the customer’s voice to all departments in the company

• Simultaneously and successfully managing large client relationships (+200).

• Identifying and managing opportunities to organically grow client portfolios, by delivering additional solutions and tools based on business needs
• Foster a problem-solving environment demonstrating teamwork and innovation.

Required Skills/Abilities:

• Excellent (near-native) writing in English is a requirement for this job.
• Positive attitude
• Commercial savvy 
• Technical aptitude, including general knowledge pertaining to web, analytics and tracking, CMS platforms, and APIs-Advantage! 
• Experience in a client-facing role - preferably in a SaaS, e-commerce, marketing environment, or customer support.
• General understanding of the digital marketing space - including SEO/SEM, Social Media, Email marketing, and ecommerce best practices.
• A proven record of retaining and growing multiple client relationships
• Ability to work in a hyper-fast-paced and changing environment
• Superior organization and prioritization skills, along with focused attention to detail
• Experience successfully managing and mentoring other people is a plus.
• Experience leading hiring and interviews, training, and quality control programs.
• Track record of building positive relationships with employees and partners.
• Strong work ethic and a talent for bringing out the best in others.
• Passionate about sharing knowledge and helping others.
• General understanding of the digital marketing space, including SEO/SEM, Social Media, Email marketing and/or ecommerce best practices
• High-level technical know-how in web design and development projects, analytics and tracking, CMS platforms, HTML/CSS and API calls

Education and Experience:

• Experience within a B2B SaaS environment, ecommerce, or a consulting role preferred.
• People management experience within a high-growth organization.
• Bachelor's Degree in Business Administration, Marketing, or other relevant fields-advantage. 

Benefits: 

• Insurance under ARS Humano Royal Plan (Option to upgrade to Max Royal Plan)
• Quarterly performance bonuses
• Free snacks every day
• Free catered lunch every day
• Free catered dinner (for those on night shifts)
• Door-to-door transportation after 9:00 PM
• Happy hour on Fridays
• Holiday parties!
• An amazing, unique office environment (no cubes, no assigned workstations!)
• Growth and development opportunities (the most in the industry!)
• Professional development courses by leading business schools like Barna
• Yoga and workout classes (coming soon!)
• Community service opportunities (#HoratioCares)
• Discounts at local restaurants and stores

Life At Horatio: 

Horatio is changing the way people experience life at work. Yes, that’s right - working at Horatio is much different than anywhere you’ve ever worked. Here’s what makes our vibe different:

• Employee First (but actually...): At Horatio, we are a family and that plays into everything we do. We know that our employees are the most important part of the team and we treat them as such! Just ask any member of our team about how different Horatio has been for them and why they love it so much! Or, feel free to check out our Instagram page hirehoratiord to see it for yourself. Whether it’s the free meals, concerts, clubs, yoga classes, or awesome office vibe, there’s something for everyone at Horatio!
• Cool Clients: We work with some of the fastest-growing and innovative companies in the world — and a lot of them are startups. That means no boring scripts and repetition. Instead, you will be challenged to provide clients with ideas, feedback, and new strategies based on what you are seeing each day. You’ll get to interact with clients directly too — it could be the head of the customer experience or even the CEO!
• Growth Opportunities: We’re a fast-growing company and have a lot of opportunities for new employees to grow within. A large number of our senior managers started as associates, proved themselves, and were promoted over and over again. If you are smart, hungry, and driven, the sky's the limit at Horatio!
• Wellness Program: Horatio is committed to spread mental health awareness and promote its importance. To take care of our people we have in-house clinical psychologists.