THE JELLYVISION LAB NEEDS A DIRECTOR OF SMB CUSTOMER SUCCESS

We here at Jellyvision are the proud parents of ALEX®, an interactive employee communications platform that happens to share some DNA (and a sense of humor) with the smash-hit trivia video game YOU DON’T KNOW ®, created by Jellyvision's founder. ALEX makes navigating tricky decisions—like choosing and using employee benefits or improving your financial wellness—easier, faster, and more helpful, not to mention entertaining. The success of the ALEX platform has exceeded our wildest dreams, (except for the part right before we woke up where our mom was riding a giraffe), which is why we need talented folks like you to help us help ALEX take over the world…er…continue to grow and succeed.

THAT'S LOVELY, BUT WHAT’S THE JOB?

Jellyvision has expanded successfully from offering products to not just our amazing large, enterprise employers, but also to small and medium businesses (SMBs). These employers’ employees have just as much frustration and difficulty picking their benefits, but the employers themselves face some unique challenges – things like HR team members who have to wear many, many (did we say many?) hats, navigate super tough budget challenges, and still differentiate and improve upon their benefits, even when options are tight. It’s no easy road for our SMBs. That’s where you come in. Our Director of SMB Customer Success will:

1. Help define the SMB market segment – their goals, unique problems and needs.
2. Be responsible for the segment’s revenue goals for renewals and upsells to existing customers.
3. Establish a 1-to-many customer success approach to support these businesses in their use of ALEX, making them more successful with our products. Basically we need to figure out how to replicate the personal feeling, helpfulness, and strategic guidance of our white glove, high touch enterprise approach at scale.
4. Support the product development teams with insight and feedback from the SMB segment.
5. With the SVP of Customer Success, develop additional staffing and departmental team needs for the growth of the segment.

The role needs an entrepreneurial mind, someone who likes the idea of big problem solving and owning their own little business unit within a company, but also loves getting their hands dirty in the weeds of early business building. This person is a sales and customer success devotee who lives and breathes the customer perspective. They can dot-connect in a way that is indelibly helpful to customers so that it drives revenue for Jellyvision.

NO REALLY, WHAT WOULD I, LIKE, DO IN THIS ROLE?

A successful Director of SMB Customer Success would:

• Analyze the data we have on our SMBs (both quantitative and qualitative) to identify the needs and opportunity lying in the segment. Identify the missing data needs and develop systems for capturing that data.
• Develop the customer lifecycle touchpoints and process for the segment – how they are tracked in our systems, what customer success tools Jellyvision provides, and the path towards renewals and upsells.
• Craft marketing messaging (with support from the marketing team) – webinars, emails, etc. – to provide valuable tips and tools to the employers, let them know about new products, and point them towards our success tools.
• Create the sales process and materials for the renewal of customers – objection handling, value proof and proposition, and closing materials. Determine the right way to approach SMB renewals, whether that be one-on-one or a one-to-many approach.
• Navigate and optimize the partner ecosystem for our SMBs, some of which are sold directly and some of which come to Jellyvision through brokers and other channels.
• Provide weekly reports to the SVP of Customer Success that outline the KPIs of the segment and forecast revenues, in a very seasonal business.
• Eventually, hire, train, and manage direct reports to fill support needs for the department.

SO WHAT KIND OF PERSON ARE YOU LOOKING FOR?

We’re looking for an awesome, experienced core competency builder, someone with a background in the customer world, preferably sales or account management. We’d love someone who’s built a departmental solution to a company problem from the ground up – defining the problem, developing the means to a solution, and processing through execution. You don’t need to have a slew of fancy previous titles, but you should be able to prove your salts.

In a nutshell, we’re looking for someone who is:

• Entrepreneurial. As we mentioned before, this is like setting up a fledgling business (unit). It’s going to take grit, and no ego about taking on both small and large tasks.
• Collaborative.  You’ll be working hand-in-hand with our SVP of Customer Success as you sort out this uncharted territory. But, it’s not that uncharted – there are a myriad of other experienced Jellyvision sales, production, and account managers who’ve been working with these customers. You’ll need to listen and learn, while also bringing ideas to the table.
• Curious. In this role, you have to be inquisitive and energetic. You’ll be discovering a new customer and what they care about. You’ll also need to understand the health care businesses and vendors that make up their ecosystem. If you’re a curious student of business, this is your gig.
• A closer. While you won’t be front-lining every sale, you should know what it takes to get a deal done. Moreover, you should be excited by owning a revenue target and chasing it down.
• Mathy. You don’t need a CFA, but you should be the type that feels antsy if there’s not a calculator on your desk. You should care about data and be able to look at it and figure out the ‘so what?’.
• Genuine.  No one likes a phony. Jellyvision people really care, are really interested, and really want to help people. Don’t be afraid to be you.
• Confident, not cocky. At the end of the day, we’re a humble crew. You’ve got to have personality (wit and Jellyvision charm) inserted into all of your communications, but still have the gravitas to win over a variety of (sometimes less gregarious) customers and constituents.

ANYTHING ELSE?  Yes. We share a commitment to excellence and a desire to work in a comfortable, friendly atmosphere, so we only hire nice, bright, funny people who are willing to work hard.  Our credo is a simple one: be helpful. And we think we can be most helpful if our workforce is as diverse in thought, perspective, and culture as the people who use our products. We are looking to add amazing folks to our team who will bring diversity across many lines, including race, ethnicity, religion, sexual orientation, age, marital status, disability, gender identity, sex, and country of origin.

ARE THERE ANY PERKS? Yes, we love perks.

• Competitive pay, 401(k) with matching, stock options and benefits. We pay 100% of the cost of premiums for medical, dental, vision, disability and life insurance for our employees (as long as you qualify for our tobacco-free discount; if you’re a tobacco user, your medical premiums will be higher than $0). We also cover a really nice chunk of the cost of premiums for spouse/dependent medical, dental and vision insurance.
• Casual dress and a flexible schedule. Come in a sweatshirt, jeans, whatever, like everyone else here.
• Creative work environment. We are lucky to work in a place that is full of intelligent, talented and innovative folks. Although most hours the place is deathly quiet (we're a focused bunch), this is punctuated with hilarious outbursts and general merriment, which makes a nice way to spend the day.
• Free food. Every week, we stock our kitchen with free healthy snack foods, and we have a catered lunch every other week to give people a reason to hang out and eat together.
• Easy transportation and lots of love for folks who bike to work. We’re really close to the North/Clybourn red line stop and the Halsted (#8) bus (right by the Apple Store and Mega Whole Foods too), and we have a transit FSA that allows you to dedicate pre-tax dollars to public transportation expenses. A number of our employees like to bike to work, so we also have bike storage, showers and lockers in the office.  And for those without their own bike in the city, we offer free divvy memberships – complete with Jellyvision bike helmets you can borrow from the office.
• Did we mention our yoga class? We bring a pro instructor right to the office. Fully subsidized by Jellyvision and fully optional, btw.
• Oh! And we have a massage chair. Not just any massage chair, my friend. It’s the HumanTouch HT 5320 WholeBody™ Massage Chair. Feeling a little stiff? Sit down. Relax. Feel better? Good. Okay, back to work.

AND HOW DO I APPLY?

We look forward to hearing about you and what you do. Make sure your application includes:

• A cover letter that highlights three reasons you think you’d be great for the gig, focusing on how your past experience has prepared you for this kind of position. Writing is key to all we do, and we weigh cover letters heavily.  We love a cover letter that really shows us your personality (check out our company bios to see the wide range of personalities we’ve already got in house), but don’t stress if you’re not a comedian. You don’t have to be funny. Just be yourself. We’re mostly interested in learning who you are, what you love to do, and why you’d love to do it here with us.
• Your resume 

You will receive an auto-reply confirming that we've received your application.

Please know that every single application we receive is read by a real live human being. However that kind of thoughtful review takes time, so it may take us a little while to get back to you (but we will, we promise). In the meantime, NO FOLLOW UP PHONE CALLS OR EMAILS, PLEASE. It’s not that we don’t love hearing from you. It’s just that time spent responding to follow ups could be spent…well…reading your application. Please rest assured that if you received a confirmation from Recruiting Robot, we’ve got you’re application, and will get back to you really soon. We knew you’d understand.

If you still have pressing questions in the meantime, please feel free to check out our handy-dandy FAQ page!

Thanks for your interest in Jellyvision!