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Customer Success Manager

| Chicago

As a Customer Success Manager at Snapsheet, you are the leader and role model for a team of Customer Success Specialists. You will inspire your team to achieve their production and quality goals in addition to guiding the individuals on your team to succeed in their professional goals. You have a passion for coaching and mentorship through open, honest, and productive dialogue with your team. You are someone who proactively seeks solutions to anticipated issues identified using trends in data. You are a collaborator and driver in a fast-changing and ever-evolving customer service environment where your opinions and expertise truly matter. You know the value of your experience, and you can’t wait to make an impact in your next role.

You are someone who takes pride in their work and is looking to make a difference with a company whose values and goals you can get behind.

Sound like you? Keep reading for more detail.

Your day-to-day:

  • Coach and evaluate employee performance to adhere to operational best practices
  • Implement strategies to improve individual performance
  • Demonstrated ability to consistently work independently with limited direction on best practices and guidelines
  • Ability to resolve escalated or complex files with little to no support
  • Coach and provide feedback to others on how claims decisions and interactions affect the organization
  • Drive and measure performance of a team of customer success specialists to meet daily and monthly goals in production and quality
  • Improves results by evaluating processes and recommending changes as needed
  • Skilled in performance management, tailoring feedback, and delivering tough messages
  • Responsible for ongoing development of a team of Customer Success Specialists during regularly scheduled one-on-one meetings, punctuated by quarterly and annual check-ins.
  • Manage change in a way that reduces the concern experienced by others
  • Proficient in pulling and interpreting data from different sources to find areas of opportunity where coaching can be provided to improve efficiency and effectiveness
  • Conduct interviews and identify top talent for the Customer Success Organization
  • Performs related job duties as assigned and required

Your qualifications:

  • College degree in relevant field or equivalent experience
  • Passion for coaching and mentoring others to succeed
  • Competitive edge that motivates you to succeed
  • Ability to multi-task in a fast-paced environment
  • Agile with change management
  • Strategic mindset with ability to plan for the future
  • Strong collaborator and internal communicator
  • Ability to inspire improvement and actualize goals
Read Full Job Description

Technology we use

  • Sales & Marketing
    • SalesforceCRM

Location

Located in the heart of the loop our HQ is surrounded by various public transit options for an easy commute.

An Insider's view of Snapsheet

How does your team reward individual success?

Engineers that take initiative in driving product or architecture decisions are rewarded by being given more ownership in that area. We have Hack Days every other Friday which allows Engineers to build proof of concept projects that demonstrate the value of an idea. Strong ideas often become roadmap projects with that individual taking the lead.

Ryan

VP of Engineering

What projects are you most excited about?

Our machine learning initiatives are very exciting! We have a lot of data, which means we have enough training data to build sophisticated and accurate models. We have data of all different formats too, and the sky's the limit on how we can use it. It feels amazing to train and build a model that can perform tasks just as well as a human can!

Susannah

Software Engineer - Data

What does career growth look like on your team?

We’ve recently launched career pathing for each department in which career growth and expectations are clearly defined. Because our managers are focused on coaching and teams are focused on collaborating, all employees are developing each day through dynamic coaching, challenging projects and collaboration with peers.

Sarah

Director of Talent Management

What is your vision for the company?

I started this company to not only be a game-changer in the industry but to also build a culture where every person feels respected and values doing the right thing. You may hear me welcoming new hires to the ‘Snapsheet Family’. Employees should be empowered to bring ideas, make things happen, and in a word, THRIVE.

Brad

Founder & CEO

What are Snapsheet Perks + Benefits

Snapsheet Benefits Overview

Snapsheet promotes employees’ well-being with competitive compensation and benefits packages that include generous paid time-off, flexible scheduling, remote opportunities, parental leave and a 401K match program. Through Snapsheet’s annual company survey, we are able to keep a pulse on the benefits most important to employees and pivot where needed. Snapsheet fosters a team-oriented community by offering various social opportunities with regular Friday happy hours, milestone celebrations, team outings and company sponsored sports leagues.

Health Insurance & Wellness Benefits
Flexible Spending Account (FSA)
FSA allows you to save up to 30% on your eligible healthcare and/or dependent care expenses every year.
Disability Insurance
Employees can elect to enroll in Voluntary Life Insurance, Short Term Disability and/or Long Term Disability.
Dental Benefits
Snapsheet offers a free dental plan along with a more robust paid plan.
Vision Benefits
Snapsheet offers a free vision plan along with a more robust paid plan.
Health Insurance Benefits
Snapsheet offers two PPO plans and an HMO through BCBS. Additional offerings include domestic partner coverage and up to 6 infertility treatments.
Wellness Programs
Annually we offer a wellness week as a jumpstart for employees to make healthy choices in their everyday life. Employees can catch some vitamin D on our beautiful rooftop or relax in our nap room.
Onsite Gym
Our new in-building gym is available to employees before, after, and during work. The gym offers top-notch equipment and a variety of workout classes from yoga to kick-boxing.
Retirement & Stock Options Benefits
401(K)
Our 401(K) plan offers a broad selection of stocks, bonds and international index funds to choose from as well as Target Date Funds for those who prefer a simplified, age-based investment solution.
401(K) Matching
We encourages employees to save for the future with a 50% 401K employer match for the first $10,000 put in by the employee.
Child Care & Parental Leave Benefits
Generous Parental Leave
In addition to a 6-8 week STD buy-up option, Snapsheet provides 4 weeks of 100% paid parental leave following the birth of the employee’s child or the placement of a child with an employee.
Flexible Work Schedule
Our core hours are 9:00 AM CT - 5:00 PM CT, but we understand that things happen and encourage our employees to chat with their manager to allow for flexibility.
Remote Work Program
Our estimators and estimating managers work from home all across the country. At HQ, employees have the opportunity to work from home if it makes sense for their role/team.
Family Medical Leave
Snapsheet offers up to 12 weeks of unpaid, job-protected leave per year, as well as maintained health benefits, for any employee eligible under the Family and Medical Leave Act (FMLA).
Vacation & Time Off Benefits
Unlimited Vacation Policy
Exempt employees have unlimited vacation time so they can take as many days as they need, providing it is approved by their manager.
Generous PTO
Non-exempt employees start with 10 days of paid time until they reach their 1-year anniversary when it increases to 15 days. At year 3, employees are eligible for 18 days of PTO.
Paid Holidays
Snapsheet offers employees 7.5 days of holiday pay to observe all major holidays.
Paid Sick Days
Snapsheet offers 7.5 sick days to employees.
Perks & Discounts
Beer on Tap
Every Friday Snapsheet offers a rotating selection of 4 beers (including a rose) during happy hour.
Casual Dress
Snapsheet does not have a dress code policy.
Commuter Benefits
Snapsheet offers pre-tax transit and parking benefits including Ventra, Metra, and ParkChek Pre-Tax Programs. We also provide discount parking with Parkwhiz.
Company Outings
We believe it’s important to take time out to celebrate as a team, whether it be quarterly team outings, the company-wide summer picnic or the annual holiday party.
Game Room
Employees are encouraged to take a break and use the game room which includes multiple televisions, video games, ping pong tables, virtual reality arcade, and pop-a-shot.
Stocked Kitchen
Snapsheet has two fully stocked kitchens including unlimited snacks, cereal, coffee, tea, soda and of course la croix.
Some Meals Provided
Once a month Snapsheet provides a catered ‘Fun Lunch’ with exciting themes and unique caterers so our employees can experience foods from all different cultures.
Happy Hours
Snapsheet has weekly happy hours every Friday. Employees are encouraged to head into the kitchen to enjoy chatting with their coworkers over a beer or glass of wine.
Recreational Clubs
Snapsheet sponsors office sport leagues year round including bowling, kickball, and beach volleyball.
Professional Development Benefits
Job Training & Conferences
Snapsheet offers a wide range of training programs to all employees including management and leadership development.

Additional Perks + Benefits

At Snapsheet, we keep our perks & benefits useful and simple because what matters most to us is creating a work environment where our people feel empowered to create, build and innovate. We think the biggest perk to working at Snapsheet is that cultivating an inclusive and supportive work environment for all is our top priority. At Snapsheet we have made a commitment, The Snapsheet Promise, to “create a working culture that respects the differences among colleagues and encourages individuals to contribute their best within an environment that is inclusive, open, flexible and fair….” We launched the Snapsheet Promise with an executive workshop for managers and an Unconscious Bias training for employees. To ensure everyone has a say in Diversity & Inclusion, Snapsheet created an employee run D&I Committee, which develops and drives initiatives to educate, celebrate and recognize employees from all walks of life.

Every single employee is encouraged to contribute to Snapsheet’s future. We give employees the tools to make an impact from sharing ideas at breakfasts with Executives, to living values that urge action and creativity, employees take pride in knowing they make an impact.

We promote employees’ well-being with competitive compensation and benefits packages that include generous paid time-off, flexible scheduling, remote opportunities, parental leave and a 401K match program. Through our annual company survey, we keep a pulse on the benefits most important to employees and pivot where needed. We foster a team-oriented community by offering various social opportunities with regular Friday happy hours, milestone celebrations, team outings and company sponsored sports leagues.

The spirit of hard work and empathy go beyond the walls of the office, as our Community Outreach Committee drives initiatives that positively impact local and global communities. From an annual canned food drive, to a company bike-a-thon to support autism research, we encourage employees to volunteer on a regular basis. Beyond the local community, we developed a partnership with Ignite, sending three employees to a developing country every year to give employees experiences that blend cultural immersion, community engagement and adventure.

At Snapsheet we believe that no matter the process, it can be improved until it makes life easier. Through a supportive work environment and philanthropic outreach, we will continue working to make the world better - starting from inside the office.

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