Manager, Customer Success at Upwork

| Chicago
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Upwork ($UPWK) is the leading tech solution for companies looking to hire the best talent, maintain flexibility, and get more done. We’re passionate about our mission to create economic and social opportunities worldwide. Every year, almost $2 billion of work is done through Upwork by skilled professionals who prefer the freedom of working anytime, anywhere. Top companies connecting with extraordinary talent around the globe? That’s the future of work. Come help us build it.


The Upwork Sales team brings our contingent staffing solutions to mid-market and large enterprises. As a Manager of Customer Success, you will work the day to day operations of product and services offerings including customer education, expansion, and retention for our high value marketplace customers. You will partner cross-functionally to swiftly resolve customer issues to delight our clients every step of the way. As a leader, you’d be responsible for identifying, training and mentoring a group of Success Professionals with a focus on success and retention of our customers. This role reports to our VP of Enterprise Success and is based in Chicago, IL.

Your Responsibilities
  • Hire and train a team of customer focused reps to provide excellent service to our customers
  • Represent and guide the operations of our most savvy users
  • Design and execute on the entire post sale process through ongoing monitoring and service of our customer base and contribute to overall customer satisfaction and retention 
  • Develop plans and strategies for retaining spend and reducing churn within target accounts and achieving the company’s sales goals
  • Monitor and report on quota attainment on a weekly, monthly, quarterly and annual basis
  • Ensure timely resolution of customer issues related to service fulfillment, product issues, freelance management, reporting and billing
  • Develop positive working relationships with client engagement managers, internal Upwork teams and freelancers, and advance issues when needed
  • Collaborate with the Sales and Operations teams to architect freelancer initiatives and standard operating procedures
  • Display strong leadership skills with the ability to motivate and focus on team objectives
What it takes to catch our eye
  • 5+ years experience in operations in a post sale environment in either a hyper-growth environment or within the Human Capital Management space
  • Experience working with multiple clients and building operational playbooks to ensure service quality and responsiveness for reported issues
  • Previously shown your success in expansion, upsells and return of a user
  • Intimate knowledge in training your customers through multiple mediums
How to really knock our socks off
  • Experience in a hyper growth, high energy sales environment that is metrics driven.
  • Shown your ability to hold team accountable for daily and weekly numbers.
  • Ability to work with your sales leaders to develop the appropriate activity metrics
  • You'll create a team environment rooted in emotional intelligence that drives motivation to hit results.
  • Flexibility and willingness to learn, adapt, and lead new tasks
  • Possess an excitement for data driven insights to allow you and your team to complete a project from planning to full completion
  • Strong abilities with Excel, Salesforce and Google Suite and specifically analyzing and creating ad-hoc reports


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Location

Our office is located in Chicago's West Loop. We are close to public transportation and restaurants galore.

An Insider's view of Upwork

What's something quirky about your company?

The best part of our company culture is our Work Online Wednesdays, it gives me a better understanding of the experiences many clients and freelancers have using Upwork to grow their business. It's also important to me that Upwork values championing the future of work by empowering its employees to work flexibly each week.

Maggie

Mid Market Account Executive

What's the biggest problem your team is solving?

The Enterprise team is solving for how organizations engage talent and how talent finds opportunity. In an "on-demand" economy, technology has changed the way we commute, lodge, and shop. The workforce is rapidly evolving and technology is fundamentally changing work now, too.

Mandela

Enterprise Account Executive

How has your career grown since starting at the company?

I started my professional life in HR and due to the shifting labor market, I saw an opportunity to be part of something special with Upwork. I took a leap into the unknown as the second sales rep in the Chicago office. Fast forward a year and a half later, I’ve been able to grow my career from sales rep to leading the first Mid-Market sales team.

Angela

Sales Manager

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

Making myself available before and after working hours demonstrates commitment to seeing them grow and succeed. Casual sit downs over coffee outside the office to get to know individual contributors and managers on a more personal level allow me to further understand what drives and motivates them inside and outside of work.

Natalie

VP, Enterprise Solutions

What is your vision for the company?

Our vision is to connect businesses with great talent to work without limits. Companies have struggled for far too long to find the talent required to propel their businesses forward. Traditional talent resources do not have the capabilities to meet the demands of the future of work. Upwork solves these problems.

Robert

VP, Sales

What are Upwork Perks + Benefits

Upwork Benefits Overview

Upwork proudly offers a comprehensive set of benefits to ensure employees are able to bring their whole selves to work. To allow for that, we aim to deliver world-class offerings and perks that cover your medical, dental, vision, emotional and family well-being. If you are an active, regular, full-time employee working a minimum of 20 hours per week you are eligible for all lines of coverage.

Health Insurance & Wellness Benefits
Flexible Spending Account (FSA)
Upwork provides an annual HSA contribution. You may also contribute pre-tax dollars to a Health Care FSA and Dependent Care FSA account.
Disability Insurance
Upwork offers both short term disability (STD) and long term disability(LTD) insurance.
Dental Benefits
Upwork provides your dental coverage through MetLife with a PPO plan offering.
Vision Benefits
VSP Vision offers a broad array of services for employees at Upwork.
Health Insurance Benefits
We offer Anthem Blue Cross PPO and HSA plans and you may choose the best plan for you and your family.
Life Insurance
Life Insurance coverage of 2X up to $300,000. Employees can also purchase coverage for a Spouse/DP and child(ren).
Pet Insurance
Nationwide Pet Insurance now provides coverage to all pets within your life!
Wellness Programs
Upwork offers an on demand mental health platform, Ginger.IO, along with a parenting support tool, Cleo.
Onsite Gym
Retirement & Stock Options Benefits
401(K)
Upwork offers a traditional pre-tax 401(K) along with an after-tax Roth IRA option.
401(K) Matching
Upwork matches 50% of every dollar contributed by employees into their 401(k) up to $5,000 per year. Employers match is fully vested after 1 year of service.
Company Equity
Upwork offers equity as part of our standard compensation package.
Employee Stock Purchase Plan
We allow qualified employees to purchase company shares at a discounted price.
Performance Bonus
Child Care & Parental Leave Benefits
Child Care Benefits
Upwork offers dependent care flexible spending accounts. In addition, we offer a $100 monthly credit from Trusted for backup and emergency child care services.
Generous Parental Leave
Upwork provides employees time to bond with their newborn and family. We offer up to 12 weeks of fully Paid Parental Leave.
Remote Work Program
Upwork encourages a healthy work-life balance. For your convenience we allow you to work from home on Wednesdays.
Adoption Assistance
Upwork will reimburse up to $3,000 for eligible fertility or adoption related expenses per plan year.
Vacation & Time Off Benefits
Unlimited Vacation Policy
Upwork provides an Unlimited Time Off policy to further enhance our culture of trust and empowerment.
Generous PTO
Paid Volunteer Time
The Upwork Foundation has asked that 1% of employees time be used for giving back to the community and volunteering.
Paid Holidays
Upwork offers all employees paid time off to observe all major holidays.
Paid Sick Days
Perks & Discounts
Beer on Tap
We offer a variety of Beer and Wine.
Casual Dress
Commuter Benefits
You can elect up to max of $260 pre-tax for transit and parking. Upwork will match 50% of your pretax contributions each month.
Company Outings
Free Daily Meals
Upwork provides lunch on a daily basis from local Chicago restaurants.
Game Room
Stocked Kitchen
Upwork has a fully stocked kitchen including unlimited snacks, coffee, tea and all of the flavored LaCroix you can handle.
Happy Hours
Pet Friendly
Fitness Subsidies
We reimburse employees up to $50 per month for fitness related expenses. We have a corporate partnership with 24 Hour Fitness, but you can apply to your preferred gym or approved wellness expense.
Professional Development Benefits
Job Training & Conferences
Diversity Program
Diversity, Inclusion and Belonging is critical to the success of our business and our ability to further our mission of creating economic opportunities so people have better lives.
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