Job Details

Customer Success Team Member

SparkPlug is realigning the economics of the retail and restaurant industries to make every employee an owner. In CPG and service industry verticals like beauty, outdoor gear, and full-service restaurants, customers rely on the product recommendation of point-of-purchase experts up to 92% of the time (be it a beauty consultant, bartender, or a member of the Geek Squad). SparkPlug allows brands to directly reward these key influencers for every sale they generate with cash via gamified commissions, contests, and goals. We drive more revenue for brands, improve employee performance for retailers, and empower frontline workers across the world with fair compensation and economic equality, all based on the sales revenue they generate each day.

We're a San Francisco, CA-based company hiring for a ground-floor customer success team member to help us enter the hyper-growth phase. We're backed by top VCs and angels like TenOneTen Ventures, the inventors of Google AdSense, Jason Calacanis, and the CEO of Foursquare, and we're working to revolutionize the future of the nearly 20 trillion-dollar global brick and mortar retail market. We solve problems for some of the most interesting consumer product verticals around, and we need product-obsessed rockstars who can help us continuously improve SparkPlug!

Responsibilities:

• Driving expansion and adoption of our software and services
• Managing the onboarding process for each new customer
• Uncovering business needs by driving strategic consultative discussions
• Identifying and engaging decision makers to prove value while fostering adoption with champions
• Assisting the sales team in driving and managing referrals
• Reviewing the customer journey, identifying how it's supported, taking a consultative approach in helping clients to overcome issues and achieve goals
• Providing critical insights to the product team as a means to improve our developing platform
• Maintaining customer health and introducing new, valuable features as they become relevant on the customer journey
• Educating champions and their teams on the value of our product, and helping uncover use cases before they become emergencies
• Working cross-functionally with product, sales, and support team members to foster a strong sense of community and information sharing
• Achieving and exceeding quarterly onboarding goals
• Upselling existing accounts to more premium tiers