🤓 Director, Customer Success & Transitions
8 333 - 15 000 USD brutto
🌍 WorkDAO | plac Piłsudskiego 1, Warszawa
🖥 https://www.theworkdao.com#CustomerSuccess, #Onboarding
About WorkDAO
At WorkDAO we are building the employment layer for Decentralized Autonomous Organizations (DAO) and the greater Web3 ecosystem.
We support the development of the world's most forward-thinking projects, technologies and protocols by taking care of the people behind them. We remove all frictions related to legal and compliant employment, compensation and HR for every organization and every contributor, anywhere in the world.
About the role
We are looking for a Director of Customer Success and Transitions. You will initially report to the COO.
This is a crucial role that ensures the successful sales transition and onboarding of each of our prospective customers and customer-facing employees onto the WorkDAO platform through the full life cycle. You will speak directly with Client stakeholders across various business lines and be one of the first interactions Clients will have following their sales conversations with WorkDAO’s Sales team.
You will be partnering with internal Product Design, Sales, Service Delivery teams, and external stakeholders to align resources and ensure workflow, process, content, and services are efficient and delivered above and beyond our and clients’ expectations.
The ideal candidate will have demonstrated organizational leadership capabilities, client-facing experience, a passion for driving business program impact through operational excellence and rigor, and experience navigating complex global requirements and regulatory constraints, with a collaborative and positive attitude.
Responsibilities:
- Build and lead a high-performing team, including hiring, mentoring, and developing the Customer Success team globally
- In partnership with COO and Product Design team, establish, communicate, and implement a strategic vision and plan for the Customer Success team, to include guidelines and supporting processes for Client onboarding and retention
- Design, implement, and maintain a consistent service delivery model for all Clients and all jurisdictions, including Client onboarding and off-boarding processes
- Manage the transitions and onboarding delivery by balancing strong execution on day-to-day responsibilities with WorkDAO’s long-term vision and roadmap, taking into account Clients’ needs and expectations
- Liaison with internal teams, Client stakeholders, and HR or Legal resources across jurisdictions to ensure workflows, documentation, service milestone scheduling, and playbooks are well defined to enable the best in class standards
- Lead and support product & service revenue opportunities for current Clients, including developing and executing customer success plans
- Oversee day-to-day operations on assigned accounts with an eye to delivering an unparalleled service experience
- Develop weekly, monthly, quarterly and annual reporting of trends, advantages, issues, risks, and dependencies shared and discussed with Clients. Partner with HRBP and HRO service delivery teams to gather insights for informed reports and analyses
- Engage regularly with Clients via strategic and operational reviews to evaluate needs and strategic direction
- Lead effort to manage incident reporting and crisis management procedures; escalate incidents, compliance flags, employee relations questions and issues to HRBP Service Delivery team. Ensure handover of incident management to HRBP team and follow up with Client stakeholders as needed with updates.
- Any ad hoc responsibilities that may come up from time to time
Minimum Qualifications:
- Proven leadership experience in Customer Success
- Proven experience in managing people and building global teams paired with dynamic leadership competencies and negotiation skills
- Expertise in global Customer Success in support of people/HR policies & procedures
- Track record of prioritizing, defining, developing, and rolling out scalable Customer Success solutions that address the needs of the business
- Ability to thrive in a fast-paced environment with ever-changing priorities
- Reputation for integrity, dedicated work ethic, and desire for ownership & accountability
- Demonstrated track record of problem-solving
- Proven high level of maturity, executive presence, and judgement in complex high-profile, client-facing situations
- Relentless execution ethic and lots of energy; experience in driving and managing multiple projects under timelines and shifting priorities
- Experience working cross-functionally with all levels of management, both internally and externally; collaborative nature with respect to multi-cultural virtual teams
- Extraordinary writing abilities, with a knack for structured thinking, concise summarization, and dynamic tone.
Nice to Have:
- Experience with EOR, PEO, HR, or Law
- Understanding of relevant employment laws
Benefits and Compensation:
- Remote-first work culture
- Flexible working hours
- Competitive salary ($100-180k USD)
- Apple laptop