About UrbanBound and The Opportunity

UrbanBound is looking for a smart, motivated, passionate team player to lead our growing team of Customer Support Professionals who are revolutionizing the relocation industry.  We believe that through innovative technology and superior support we can turn a stressful, confusing and overwhelming process into a predictable experience that is tailored to meet every client’s needs.

UrbanBound is the leading provider of relocation management software. Our fast-paced team builds smart software to help HR and mobility professionals manage and track relocation benefits, while offering employees a proven, self-guided process to relocate for their job. Our bold vision for the future of relocation technology challenges the status quo within the industry, and we’re gaining significant traction as a result. Organizations ranging from the fastest growing companies in the world to the Fortune 500, view UrbanBound as a key component for their workforce attraction and retention strategy.

We’re building an inclusive workplace that offers top performers from all backgrounds the opportunity to collaborate and grow their career.  Learn more about our history, our core values, and what it’s like to be UB: http://urbanbound.com/careers

What we are looking for:

We’re looking for a proven, motivated, and empathetic customer success leader to shape the future of our team and ensure our customers become raving fans.  You will have spent a significant portion of your career in customer facing roles where you’ve created scaleable and measurable processes to track the success of each and every client.  No task is too big or too small for you and you are the type of person that is comfortable both in the boardroom and on the front lines rolling up your sleeves to help customers directly.  In this role, you’ll be responsible for the team that supports our corporate customers and the team that supports our relocating employees. Success will be measured by various KPIs including Net Promoter Score, Customer Satisfaction Score, and Net Revenue Retention along with several others.  

Responsibilities:

• Recruit, hire, train, mentor, and lead a team of Account Managers and Relocation Consultants

• Implement systems, tools, and strategies to drive improvements across key performance indicators for this department

• Oversee the professional development of your team so each person can continue to grow within the company

• Continuously raise the bar on what’s expected of customer success team members to create a high-performing team

• Drive revenue by improving customer retention, increasing upsells, and enhancing our customer outreach strategies

• Optimize the customer success processes on an ongoing basis for continuous improvement and efficiency

• Analyze the customer success signals to identify new strategies and metrics to drive desired outcomes

• Work with Marketing and Sales Teams to develop new content to further customer relationships

• Create a fun and competitive culture on the customer success team to motivate/help employees to not only do their best work, but also love their job

Qualifications:

• Proven track record (5+ years) of leading and growing customer success teams in SaaS or at a Relocation Management Company with a focus on hiring, training, managing, coaching, and strategic development of the group

• Able to demonstrate specific examples where customer success goals were achieved or exceeded as a result of your work

• Ability to design and implement solutions despite being resource constrained

• Thinks big picture and helps foster an innovative environment

• Proficient with various technologies and SaaS based solutions for customer success management

• Demonstrates a strong sense of empathy for customers

• Naturally optimistic and a belief in continuous improvement

• Very strong communication skills - both written and oral - and comfortable presenting in front of others

• Experienced in implementing best practices for developing strong customer relationships with various stakeholders at different sized companies

We provide:

• A collaborative work environment where you will make decisions daily that positively impact the business.  

• A competitive salary and benefits that include pre-tax commuter benefit, 401K, discounted membership to building’s gym, and competitive health, dental and vision coverage.

• A true work-life balance where family and health come first. Need to take a break? No problem. We have an open vacation policy, as we want everybody to feel well rested, energetic, and ready to seize the day.

• A contemporary, welcoming office located in the central loop’s newly-renovated Franklin building — one of the most recognized skyscrapers in Chicago. This address has easy access to CTA trains and Metra, and provides all the benefits of working downtown, such as an Amazon Go in the lobby, and several other restaurant options in the building.

• Company-wide celebrations; game night is a regular occurrence at UrbanBound as is wine night, book club, and sporting events. From trolley rides to boat tours to whirlyball outings… when we meet our quarterly goals, everyone celebrates!