Business Development Specialist

Insider

Insider is a B2B SaaS company with a unique approach to multichannel experience orchestration. Recently, Insider announced its $32 Million Series C funding round by Sequoia. Insider was named the #1 leader on G2’s Mobile Marketing Software and Personalization Grids, with a 4,6/5 rating based 100% on user reviews, 19 quarters in a row. Insider was also named as the #1 Leader in the Forrester Wave for Cross-Channel Campaign Management (CCCM) with the highest overall score among all vendors, with a 5/5 rating in numerous criteria. CrunchBase recently ranked Insider’s co-founder and CEO Hande Cilingir as one of the top women CEOs outside the US.

Many of the most prestigious Fortune 500 companies and top brands in retail, automotive, and travel use Insider to deliver AI-backed personalized experiences that exceed customer expectations. Insider is trusted by over 800 global businesses, including UNIQLO, Singapore Airlines, Virgin, Toyota, New Balance, IKEA, Samsung, Newsweek, MediaMarkt, Nissan, AVIS, Marks & Spencer, Allianz, BBVA, Dominos, Avon, and CNN.

We are looking for a Customer Success / Business Development Specialist whose mission will be to drive the effectiveness and efficiency of our Customer Success team. In this role, you will define and measure customer success objectives and customer experience strategy. A core part of this role will be to develop and scale the operational foundation and systems to drive the success of our teams.

If you want to dive into our customer retention, adoption, and health metrics, and derive value from setting up and scaling our operational foundation and processes, you might be the one we are looking for!

Day in and day out a Customer Success / Business Development Specialist in Insider;

• Data

  Reporting: Develop customer experience and customer health dashboards to drive decision-making. 

  
  

  Analysis: Track leading indicators of retention, renewals management, adoption, utilization, NPS. Develop analytical insights that drive recommendations for action around risk mitigation. 

  
  

  Operational data management: Create checks for data quality within transactional and operational systems (Zendesk, Gainsight, Zoho).

  
  

• Processes

  Provide project leadership to implement new software solutions, train the team on new CS technologies, and drive adoption of solutions

  
  

  Provide data to assist CSMs’ daily prioritization of customer engagement

  
  

  Relay customer feedback to the Product team

  
  

  Analyze Customer NPS data to define themes and report to leadership

  
  

  Assist with automation of customer journey touchpoints and related CSM activities

  
  

• People

  Team Structure: Forecast hiring needs. Manage projects for team efficiency and scalability. 

  
  

  Performance: Define key performance indicators of each role in Customer Success. Analyze performance of the team and inform CS leaders.

  
  

  Enablement: Provide materials and data that help CSMs work more effectively

  
  

• Systems

  Software management: Act as team expert on software applications, helping select applications and then onboard, manage and configure systems to meet the needs of the business. Own vendor management of key CS tools, understanding value derived from business users.

We want you to join us while we are taking a step into the future if;

• You have 2+ years of Customer Success Operations, Sales Operations, Business Development experience (experience at a fast growing B2B SaaS company preferred) 
• You have strong analytics, operational, and project management foundation
• You have an ability to manage multiple, concurrent projects and work independently and thrive in a fast-paced, constantly changing environment
• You have an ability to build strong trusting relationships with different stakeholders 
• You have strong listening skills; open to input from other team members and departments
• You have intermediate to advanced competence with GSheets, Data visualization Tools
• You have subject matter expertise in modern tools: Zendesk; Customer Success platforms (Gainsight, Zoho preferred), NPS tools
• You are skilled in building strong relationships based on trust with customer-facing leaders
• You are energized by designing processes for scale and then seeing the impact through your management of implementation and adoption across the business
• You have an innate ability to break down ambiguous problems into concrete, manageable components and think through optimal solutions
• You are someone who can “get their hands dirty” but also uplevel to think strategically with partners
• You are a true team player, gaining joy from collaborative environments with healthy debate, ideation and ownership
• You are highly organized, focused, and self-directed with the ability to manage multiple projects with defined timelines
• You think and act with the customer at the center

While we are conquering the world, we are offering you;

• A chance to work in an international, diverse, and inclusive environment,
• “Tech Talks” with famous and groundbreaking people from the software world,
• To be part of an industry that’s shaping the future of customer experiences. Don't believe us? Just ask Google,
• Access and opportunity to gain a limitless network all over the globe,
• Access to many hard and soft skills training to help you improve and challenge yourself,
• Access to 16,000+ online courses taught by real-world professionals on LinkedIn Learning platform to satisfy your hunger for knowledge.
• Space to share your skills through training and workshops if you wish. Sharing is caring!
• Inclusive Private Health Insurance,
• Food expenses covered on a monthly basis,
• Fun with the occasional team activities!
• No Dress Code!

We provide equal opportunity in a zero-discrimination workplace and not just welcome but also embrace everyone without regard to sex, race, color, nationality, religion, gender identity, sexual orientation, disability status, citizenship, or marital status.