Customer Implementation Manager at Zipwhip

| Seattle
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Zipwhip is a Seattle-based SaaS (Software-as-a-Service) company that is changing the way businesses and consumers communicate. We invented the capability to text to and from a landline, toll-free or VoIP telephone number and have led the entire industry since. Over 35,000 businesses use our product and we are the fourth fastest-growing company in Washington state. We are backed by Goldman Sachs, Microsoft Ventures, OpenView, Voyager Capital and a host of other investors, and are seeing rapid growth in both employees and revenue. Zipwhip is the only business-texting provider with direct connections to all Tier 1 and 2 wireless operators in the U.S., and we've delivered billions of texts to consumers nationwide.

We are searching for a Customer Implementation Manager to help drive the value of Zipwhip offerings and build an excellent experience for our customers.

You:

  • Are customer-centric and have the passion to ensure our customers have the best experience using our product.
  • Have strong communication skills, with the ability to explain technical subjects to all type of audiences.
  • Are fast and flexible problem-solver thrives on tackling challenging problems with customers and driving towards a solution.
  • Are a self-starter, capable of and motivated to perform tasks without continuous supervision.

 What's the job really? 

  • Serve as a customer liaison to own, manage escalate and resolve customer related issues and opportunities.
  • Help to shape our customer journey maps/deliverables with key stakeholders, capturing and reporting customer actionable insights, which will help our organization to ensure we are providing the best customer experience and ROI with resources.
  • Build and maintain strong client relationships that allow for open communication and trust.
  • Build and nurture relationships across accounts to solidify our partnership and commitment to the customer while penetrating the account deeper.
  • Proven ability to effectively communicate with internal and external management and work collaboratively with interdepartmental teams to achieve desired results.
  • Monitor customer usage data, health indicators, renewal dates and growth opportunities and translate into strategies for success.
  • Engage with various customers in a targeted and strategic manner to sustain high customer satisfaction, increase platform adoption and improve renewal rates to ensure continued customer growth and success.
  • Develop an understanding of typical business challenges faced by customers and common objectives to appropriately map Zipwhip features and associated business benefits to address their needs.
  • Identify risks to the customer achieving their stated business goals and work with the Inside Sales team to build a risk mitigation plan or escalate as needed.

Requirements: 

  • 2+ years of experience in customer success roles, preferably in SaaS.
  • Bachelor’s degree or relevant work experience preferred.
  • Familiarity with CRM system management and best practices.

What we offer:

  • We value diversity and strive to create an environment where everyone can feel safe, valued, empowered, and connected.
  • A fun, lively startup culture and one of Seattle's coolest offices, with waterfront view.
  • We don’t just talk the talk. Our award-winning culture stems from having a core set of values that are lived daily from the top down.
  • Ample opportunities for professional growth, internal advancement and movement, and company-supported learning.
  • Competitive compensation and stock options.
  • Full benefits package including parental leave, a matching 401k program, PTO, and medical, dental, vision, disability, and life insurance.
  • Subsidized access to a fitness center.
  • Stipend for transportation and cell phone usage.
  • Complimentary snacks, complimentary beverages and free lunch on Fridays catered by local chefs.

Zipwhip strives for an equitable, inclusive and welcoming culture that values and honors diverse experiences and perspectives, that fosters the constructive expression of ideas, and that promotes intellectual curiosity, creativity, and respect. Equity and inclusivity can only flourish and reach full potential with continued effort and accountability, nourished by a collective sense of responsibility and mission on the part of the entire company. We are committed to the continued development of our diverse of people, ideas, and approaches, which will strengthen our mission to make texting with businesses as natural as it is with family and friends.

We are an equal opportunity employer. In accordance with applicable law, we prohibit discrimination against any applicant or employee based on any legally-recognized basis, including, but not limited to: race, color, national origin or ancestry, citizenship status, creed, religion, sex, pregnancy, sexual orientation, gender identity or expression, age, marital status, veteran status or any other status protected by federal, state or local law.

We are an E-verify participating employer.


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Technology we use

  • Engineering
  • Product
  • Sales & Marketing
    • JavaLanguages
    • JavascriptLanguages
    • PythonLanguages
    • RLanguages
    • ScalaLanguages
    • SqlLanguages
    • ReactLibraries
    • AngularJSFrameworks
    • Node.jsFrameworks
    • SpringFrameworks
    • MongoDBDatabases
    • MySQLDatabases
    • IllustratorDesign
    • InVisionDesign
    • PhotoshopDesign
    • SketchDesign
    • Aha!Management
    • BasecampManagement
    • JIRAManagement
    • SmartsheetManagement
    • WordpressCMS
    • HubSpotCRM
    • SalesforceCRM
    • MarketoLead Gen

Location

We just moved into a brand new space across from Elliott Bay - check out our water view, sky bridge to a beach park and roof deck.

An Insider's view of Zipwhip

What are some social events your company does?

Every Friday we do something called Gourmet Lunch Friday, or "GLF" as we call it, where we get lunch catered by local chefs and the whole company comes together to eat lunch. This is also a time to go over weekly updates about product, engineering, and sales.

Jenna

Talent Manager

What are Zipwhip Perks + Benefits

Zipwhip Benefits Overview

Flexible PTO policy in addition to 11 other standard holidays
About 8 days of paid sick leave per year
Medical, dental, and vision benefits
401K (matching 100% of the first 1% and 50% match on 2-6%. Only 17% of companies have better matches than we do)
Parking or transportation subsidy of $75/month
Cell phone stipend of $20/month
Gourmet Lunch Fridays (catered lunch every Friday)
Free drinks and snacks in the office space
Subsidized breakfast and lunch in cafeteria
Discounted fitness center near the office, and free fitness classes in the office

Culture
Volunteer in local community
Zipwhip participates in local volunteer activities such as the Big Climb -Leukemia & Lymphoma Society, Backpack Bridgade, and PAWS.
Friends outside of work
Eat lunch together
Intracompany committees
Zipwhip has culture and fun committees that are re-elected annually and manage events and programs from our annual holiday party to our volunteer programs.
Daily stand up
Open door policy
Team owned deliverables
Team based strategic planning
Group brainstorming sessions
Pair programming
Open office floor plan
Diversity
Documented equal pay policy
Dedicated Diversity/Inclusion Staff
Unconscious bias training
Someone's primary function is managing the company’s diversity and inclusion initiatives
Health Insurance & Wellness Benefits
Flexible Spending Account (FSA)
Disability Insurance
Dental Benefits
Vision Benefits
Health Insurance Benefits
Life Insurance
Wellness Programs
Team workouts
Retirement & Stock Options Benefits
401(K) Matching
Company Equity
Performance Bonus
Child Care & Parental Leave Benefits
Generous Parental Leave
Flexible Work Schedule
Remote Work Program
Vacation & Time Off Benefits
Generous PTO
Paid Volunteer Time
Paid Holidays
Paid Sick Days
Perks & Discounts
Beer on Tap
Casual Dress
Commuter Benefits
Company Outings
Stocked Kitchen
Some Meals Provided
Happy Hours
Pet Friendly
Recreational Clubs
Relocation Assistance
Fitness Subsidies
Zipwhip provides employees a subsided gym membership program at a gym near the office for $20/ month.
Professional Development Benefits
Job Training & Conferences
Tuition Reimbursement
Cross functional training encouraged
Promote from within
Customized development tracks
Paid industry certifications
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