About Imperative

Imperative is a peer coaching platform that uses the power of peers to support each other over time to become increasingly effective and fulfilled. The science-backed platform combines the effectiveness of coaching with the impact of building trusted peer networks that are proven to build resilient and high performing cultures.

Imperative is led by Aaron Hurst, CEO and co-founder. Aaron is the foremost expert on the science of purpose and fulfillment at work. In 2014, he brought global awareness to the rise of the fourth economic era in history, the Purpose Economy. Previously, as the founder of the Taproot Foundation, Aaron catalyzed the $15 billion pro bono service market. He has written for or been featured in The New York Times, The Wall Street Journal, Bloomberg TV, Fast Company, MIT Sloan Management Review and was named a LinkedIn Influencer.
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Through Imperative’s video-based coaching platform, employees meet in rotating pairs for scripted peer-to-peer coaching conversations that are dynamically designed to adapt as their needs change. Imperative is quickly being adopted by employee-centric Fortune 1000 companies with distributed workforces as a strategy to increase productivity, inclusion, and fulfillment.

Imperative is a B Corporation and a Seattle-based tech start-up funded by Voyager Capital and Court Lorenzini, founding CEO of DocuSign. Imperative is the first fully automated peer coaching technology platform.

About the Role

Imperative is seeking a purpose-driven, customer-centric, high capacity individual to lead the launch and customer success of Imperative’s peer coaching SaaS solution. As new employers license the Imperative platform as part of their enterprise learning strategy, the Client Success Manager is the central coordinator. They will work with the internal Imperative team and the client to successfully launch peer coaching, providing an exceptional experience.

Success for this position is providing a top-notch client experience, successfully onboarding each new license by running the full administrative experience for a client and pro-actively helping resolve any client support issues that may arise- ultimately supporting a fulfilled workforce and Imperative through the renewal and expansion of our accounts.

Imperative is committed to empowering our team to be fulfilled by building strong relationships, making a meaningful impact and constantly growing by pushing ourselves and each other.

Your Relationships

This role reports to our Director of Accounts & Client Success. In this role, you will also work closely with everyone on the Imperative team (from product and engineering to marketing) as we continue to build a remarkably effective peer coaching experience. The team is made up of very passionate, purpose-driven individuals. You will also be exposed to leaders from around the world and across diverse industries and professions that believe in making work more meaningful and inclusive for everyone.

Your Impact

You will be responsible for partnering with our incredible clients to successfully launch peer coaching inside their organizations empowering thousands of people to start a purpose powered peer coaching experience. You will be the hub of all of Imperative’s work, representing the voice of the customer, and key to the success of everyone on the Imperative team.

Your Growth

Not only will you become a leading expert on the science and application of purpose powered peer coaching at work, you will be exposed to new challenges on a daily basis as we evolve our platform and build our capacity. You will gain deep experience in project management, SaaS, start-up development and process creation, learning & development program deployment and internal communications.

As the Client Success Manager, you will specifically be responsible for:

● Transitioning new clients from business development (new business) through deployment and ongoing use - leading client success from the first 90 days of the client relationship through the entirety of the client journey;

● Refining a detailed launch plan with the each deployment and, in collaboration with the Client Success Team;

● Set up the client on the platform and coordinate any required customization;

● Lead a rigorous tech review process to ensure Imperative’s platform works seamlessly within the client’s IT ecosystem;

● Schedule and coordinate training for client program leads;

● Consistently connect with the client during the launch plan and throughout their experience to troubleshoot problems and ensure they have the resources they need;

• In turn, share learnings and insights regularly with the internal Imperative team with the goal to help us prioritize and continue creating an exceptional product experience

● Provide elements of “customer success” including best practices; thought leadership and content throughout the client journey;

• Escalate any issues that arise to the appropriate person on the team for rapid response and resolution;
• Use Salesforce to track each step of the launch process and generate weekly reports;
• Success will ultimately include celebrating the completion of each launch and full deployment of peer coaching licenses throughout each enterprise.
• Pull frequent analytics to assess the success of each launch

Requirements

● An overwhelming passion for Imperative’s purpose and alignment with our values (belief, excellence, curiosity, and resourcefulness);

● A customer obsessed attitude and a successful track record of managing external relationships;

● 2-3 years of experience managing complex systems on time and under pressure; Strong preference for experience in customer success for a B2B HR SaaS platform and/or experience deploying learning programs within an organization

● A true self-starter; Detail-oriented and consistent follow through a must, Excellent relationship building skills (both internally and externally)

● High comfort with technology, ambiguity and quickly learning new systems (i.e. learning & growth mindset)

● A warm, clear and direct spoken and written communication style; comfort with facilitating and presenting to clients

● Entrepreneurial-spirit and a critical thinker; Energized by executing and following through on process, while also remaining agile and open to an iterative process (the sweet spot of a start-up environment)

● A Bachelor's degree or equivalent.

Benefits

Benefits begin on the first day of the month after your start date and include health, dental, vision, life insurance, optional 401k enrollment. Based on the work we do, we know meaningful relationships, making an impact, and growing are core to feeling fulfilled at work. Therefore, we prioritize peer coaching conversations with our teammates and opportunities to reflect on our personal impact and growth. In addition, we value flexible schedules and unlimited vacation days -- all so that you can bring your best self to work.

*Note: We are currently all working from home due to the pandemic.

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At Imperative, we celebrate difference, we support workplace authenticity, and we thrive on diverse viewpoints for the benefit of our employees, our products, and our community.

We are proud to be an Equal Opportunity Employer. Imperative does not discriminate in employment on the basis of race, color, religion, sex (including pregnancy and gender identity), national origin, political affiliation, sexual orientation, marital status, disability, genetic information, age, membership in an employee organization, retaliation, parental status, military service, or other non-merit factor.

As a condition of employment all offers are contingent upon completion of a criminal background check. An individual assessment of an applicant's prior criminal convictions will be made before excluding an applicant from consideration.