Customer Success Strategy & Operations Manager at Paro

| Chicago
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The Strategy and Operations Manager will play a critical role on the Customer Success team. The candidate will be responsible for providing actionable data, reporting and insightful trends along with thoughtful recommendations in order to make performance improvements and transformational changes within Customer Success and the broader organization. This role will work closely with the Head of Customer Experience to drive impactful initiatives and tactics that will have a positive experience on the clients journey with Paro. The individual will work independently as well as collaboratively across the team and other departments to execute on programs, processes and policies that will have a profound impact on the business overall. Finally, this role will be executing a number of operational tactics and programs on behalf of the department, both internally and cross functionally.


About Paro

We help growing companies gain confidence in their finances. Paro matches businesses with the highest vetted bookkeepers, accountants, financial analysts, and CFOs who provide remote, on-demand, hourly support when clients need it. We only accept 2% of applicants into our highly curated network of experts, so clients know they’re working with the best of the best.

Ultimately, our mission is to empower business professionals to pursue meaningful work on their own terms. We provide freelancers with a platform to grow and manage their book of business, along with tools to predict their future earnings. 

 

Working at Paro

Join us as we build the future of work and make finding perfect-fit talent as simple as buying a product online. A mass migration to the freelance economy is already underway, and many leading analysts predict that 50% of the workforce will be freelancing by 2025. We are backed by Revolution Ventures, Sierra Ventures, FJ Labs, and other leading investors and angels, and we are on the path to disrupting the $500+bn antiquated finance/accounting industry.

We value taking smart risks and having each others’ backs. We welcome challenges, and we are rigorous in ensuring all voices are heard. We are open to understanding each other’s experiences and communicating effectively together. We work hard, but we also want every employee to enjoy the journey. We work collaboratively, do the right thing, never settle and put our best work into everything we do. We believe our teams deserve to be surrounded with others who can be their authentic selves at work while driving forward the future of work with Paro.

We are an equal opportunity employer and are committed to building a company that embraces and celebrates diversity and inclusion. We do not discriminate on the basis of race, religion, color, national origin, gender, gender identity or expression, sexual orientation, age, marital status, veteran status, or disability status.


What you will do

  • As the CS Strategy and Operations Manager, you'll be the point-person responsible for driving analysis, business insights and operational execution across many fronts throughout the organization that will influence a positive client experience
  • Provide analytical data to the Head of Customer Experience that will be shared with key stakeholders on program highlights, initiatives and key drivers of the business
  • Discover and evangelize new use cases for the customers, helping them to deepen and expand their usage of the platform and their relationship with Paro
  • Help the CS Team manage customers who are at different points on the account lifecycle, uncover insights and provide data driven decisions to improve retention and growth strategies
  • Identify opportunities to develop new training materials designed to ensure successful client onboarding, support business-wide adoption
  • Engage in internal product discussions, translating customer usage and feedback into actionable insights and feature ideas
  • Become a SME - gain a deep understanding of the hub operations and product in order to speak knowledgeably about it to our internal teams as well as leadership
  • Work cross functionally (marketing, finance, data, analytics) to develop solutions to address client needs and the needs of our CS Team
  • Support business development by acting as an SME of our service and product

Benefits at Paro

  • Competitive salary + commissions + stock options
  • Parental Leave 
  • Comprehensive benefits package offering including: Medical (BCBS), dental, vision insurance, 401(k), etc. 
  • Flexibility to work from the office or remotely (as needed)
  • Unlimited PTO – we trust you
  • Company Holidays – in recognition of 10+ federal holidays each year
  • Unique Paro Holidays to rest & recharge for one day each month when there isn’t a company holiday (minimum time off)
  • Great River North office location, steps away from public transportation
  • Pet friendly office
  • Casual office environment

 

Our Values

At Paro, we pride ourselves on our strong value-oriented culture—which we created together as a team—and look to bring on new team members who also embody these values.

 

Enjoy the journey

We bring energy to an antiquated and stale industry

We embrace fun

We don’t take ourselves too seriously

 

Have each other’s backs

We are a team; we win together and lose together

We can handle anything

We feel confident to take risks because we serve as each other’s safety net

We are a community, not just a workplace

 

Do the right thing

We don’t cut corners; we take a long-term view of success

We deposit in the Karma bank

We are loyal to clients and freelancers

We are transparent and don’t hold ulterior motives

 

Take Smart Risks

We believe that trying and failing is better than not trying at all

We think creatively about obstacles

We challenge assumptions

We are nimble

 

Never settle

We invent new ways to do what we do

We want to be comfortably uncomfortable and encourage each other to take on new and more challenging projects

We are each accountable for every team member being their best and push each other and give others permission to push you

 

Be yourself

We bring our whole selves to work; we're cool with who you are, professional and otherwise!

We recognize that everyone brings something important to the table and that conflict helps us grow

We are sensitive to our differences; we value being yourself while making space for others to be themselves

We are committed to creating a culture of inclusion as we grow

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Technology we use

  • Engineering
  • Product
  • Sales & Marketing
    • PHPLanguages
    • AngularJSFrameworks
    • CodeIgniterFrameworks
    • Node.jsFrameworks
    • Boostrap 4Frameworks
    • WebpackFrameworks
    • TypekitFrameworks
    • Google AnalyticsAnalytics
    • InVisionDesign
    • SketchDesign
    • Aha!Management
    • WordpressCMS
    • HubSpotCRM
    • SalesforceCRM

Location

We have a great location in River North! The office is steps away from public transportation.

An Insider's view of Paro

How would you describe the company’s work-life balance?

I am trusted to do my job and can have the time I need to focus on myself. At Paro, we truly focus on promoting a culture of flexibility. Each month, we take a company Paro holiday to recharge. In addition, the company offers unlimited PTO and flexible work from home.

Medha

Senior Account Manager

How do you collaborate with other teams in the company?

As we our platform evolves, we rely a lot on our sales and account management teams for feedback. Since the product works both internally and externally it is important that these teams take feedback from our clients and freelancers. In addition, this allows for us to continuously iterate on the product before each release.

Clint

VP, Engineering

What are some things you learned at the company?

Finance and accounting can be really complicated and overwhelming, which can make it easy for businesses to ignore. Since joining Paro, I've learned how much value Paro brings to companies (in all industries) and freelancers. I love talking with business owners about how Paro can make an immediate impact!

Erin

Sales Development Representative

How do you make yourself accessible to the rest of the team?

At Paro, we do Monday Morning Team Huddles and quarterly Town Hall Meetings to foster transparency. The goal is to give insight around where we're headed and why we're headed there. I'm a firm believer that transparency and communication foster new ideas and enable everyone to solve complex problems more efficiently.

Michael

CEO

What makes someone successful on your team?

They never settle, take smart risks, and do the right thing (always). We look for people who align with our values, who work hard and love being part of a team, who aren't afraid to take on a lot and learn as they go, who are scrappy and resilient.

Jon

VP, Sales

What are Paro Perks + Benefits

Culture
Volunteer in local community
Friends outside of work
Eat lunch together
Intracompany committees
Daily stand up
Open door policy
Team owned deliverables
Team based strategic planning
Group brainstorming sessions
Pair programming
Open office floor plan
Diversity
Unconscious bias training
All Paro employees have participated in unconscious bias training.
Hiring Practices that Promote Diversity
We focus on using unbiased hiring practices that promote diversity, inclusivity and equality.
Health Insurance & Wellness Benefits
Flexible Spending Account (FSA)
Disability Insurance
Dental Benefits
Vision Benefits
Health Insurance Benefits
Life Insurance
Pet Insurance
Wellness Programs
Paro offers an annual stipend for health. & wellness.
Team workouts
Mental Health Benefits
Paro offers employees with mental health benefits through our medical providers, tele-health & through our EAP.
Retirement & Stock Options Benefits
401(K)
Company Equity
Child Care & Parental Leave Benefits
Generous Parental Leave
Flexible Work Schedule
Remote Work Program
Our remote work program includes work from home Work remotely on occasion as needed.
Family Medical Leave
Adoption Assistance
Vacation & Time Off Benefits
Unlimited Vacation Policy
Generous PTO
Paid Volunteer Time
Paid Holidays
Perks & Discounts
Casual Dress
Commuter Benefits
Company Outings
Free Daily Meals
Stocked Kitchen
Some Meals Provided
Happy Hours
Pet Friendly
Fitness Subsidies
Professional Development Benefits
Diversity Program
Lunch and learns
Cross functional training encouraged
Promote from within
Mentorship program
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