Director, Customer Success Operations at Unqork

| Greater NYC Area
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Unqork is the no-code platform that's pioneering a new way for companies to build, deploy, and manage complex, enterprise-grade applications. At this moment, Fortune 100 companies are using Unqork to create and deliver software without writing a single line of code.

Gary Hoberman, former CIO of Metlife, founded Unqork in 2017 with a team of hand-picked industry professionals, and together we're creating a massive paradigm shift in the way software is built. If you want to have a hand in defining the future of application development, we want to hear from you.

The Opportunity:

The Customer Success Operations Director will establish the operational infrastructure for Unqork’s Customer Success organization. The role will report to the Chief Customer Officer of Unqork and will be tasked with building the organization and function focused on defining the customer journey, touchpoints, and metrics. CS Operations should be designed to proactively support and engage with Unqork’s broad client base.

What you’ll do:

  • Create operational processes that generate customer-centric data across Unqork and drive actionable intelligence on customer health
  • Design customer-facing and internal workflows to enable application delivery, performance assessment, and a regular feedback loop between the Unqork product team
  • Develop full customer journey and partner across the organization to sign on communication plans and monitoring needs
  • Partner with the Delivery and Platform Operations teams to smooth out customer pain points and replicate their success
  • Continuously monitor performance/operations metrics to proactively identify issues; work to find the root cause and offer solutions
  • Create dashboards for key metrics management across all customers 
  • Partner with Sales, Marketing, and Client Solutions to establish processes to baseline customer business objectives, establish KPIs, identify methods for tracking KPI, and create feedback for both ongoing ROI conversations and white paper development
  • Establish onboarding through support playbooks in partnership with Unqork subject matter experts
  • Define Operations function, determine staffing needs, and develop team
  • Identify tools to support Customer Success function, facilitate deployment, monitor adoption, and use

What we’re looking for:

  • 8+ years of experience in Customer Success, SaaS operations - especially growing organizations with minimal structure
  • Specific experience designing processes, establishing metrics, and managing a portfolio of key customers
  • Must have technical acumen and a desire to learn the Unqork platform 
  • Combination of both service orientation and solution-minded approach

What this job is NOT:

  • Ticket management or production support
  • Sales or commission oriented
  • Managing a huge team
  • Hands-off: we expect every individual to roll up their sleeves to get things done

Unqork is an equal opportunity employer, and proud to be committed to diversity and inclusiveness. We will consider all qualified applicants without regard to race, color, nationality, gender, gender identity or expression, sexual orientation, religion, disability or age.

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Technology we use

  • Engineering
  • Product
  • Sales & Marketing
    • JavascriptLanguages
    • ReactLibraries
    • ReduxLibraries
    • Twitter BootstrapLibraries
    • AngularJSFrameworks
    • ExpressFrameworks
    • Node.jsFrameworks
    • MongoDBDatabases
    • ConfluenceManagement
    • JIRAManagement
    • TrelloManagement
    • HubSpotCRM

Location

We’re located in Union Square West: great food, a quick block away from the park, and a short walk to the N/Q/R/W, 4/5/6, L, B/D/F/M, and PATH trains.

An Insider's view of Unqork

What’s the vibe like in the office?

The office is a refreshing place to work - it’s a place that’s supported by the belief that success is driven by the well-being of its makers. There’s a trust that everyone knows how to get things done in a way that’s most efficient for them. The non-egotistical and supportive energy allows everyone to thrive in the ever changing dynamic!

Kelly Jin

Production Support Engineer

How do you collaborate with other teams in the company?

Unqork encourages different teams to build creative solutions on a daily basis. Thomas and I have been working on a project together for the past few months, and most of our days consist of collaborating together in a fun and relaxed room, brainstorming to come up with innovative solutions to complex business problems.

Thomas Erlendson and Russell Epstein

Technical Specialist and Solutions Architect

How has your career grown since starting at the company?

From my first day, I was quickly able to see the results of my work in projects. There is an inherent positive feedback loop of effort translating to valuable technical and business experience in the company. This increased my learning, responsibilities and exposure to impactful decision making quicker than I thought I could have in my career.

Leo Fisher

Technical Specialist

What are Unqork Perks + Benefits

Culture
Volunteer in local community
Partners with Nonprofits
Friends outside of work
Eat lunch together
Intracompany committees
Key Example is our Culture, Diversity and Inclusion Committee
Daily stand up
Open door policy
Team owned deliverables
Team based strategic planning
Group brainstorming sessions
Pair programming
Open office floor plan
Diversity
Dedicated Diversity/Inclusion Staff
Highly diverse management team
Diversity manifesto
Health Insurance & Wellness Benefits
Flexible Spending Account (FSA)
Disability Insurance
Dental Benefits
Vision Benefits
Health Insurance Benefits
Life Insurance
Retirement & Stock Options Benefits
401(K)
401(K) Matching
Unqork provides employees with a 401(k) matching plan managed by [provider]. We match 50% of contributions up to 3% of an employee's annual gross pay.
Company Equity
Performance driven equity grants
Performance Bonus
Child Care & Parental Leave Benefits
Generous Parental Leave
16 weeks for primary caregiver and 12 weeks for secondary caregiver
Flexible Work Schedule
Remote Work Program
Family Medical Leave
Employees who have been with the company for 12 months are eligible for 12 weeks of family medical leave.
Vacation & Time Off Benefits
Unlimited Vacation Policy
Generous PTO
Paid Holidays
Paid Sick Days
Perks & Discounts
Beer on Tap
Casual Dress
Commuter Benefits
Company Outings
Free Daily Meals
Lunch is catered every Tuesday and Thursday, while we have breakfast and snacks available daily.
Game Room
We have Pacman and a ping pong table!
Stocked Kitchen
Some Meals Provided
Employees get free lunch on Tuesday and Thursday
Happy Hours
Happy hours are hosted once per week
Professional Development Benefits
Job Training & Conferences
Unqork offers employees professional development opportunities like Onsite training courses.
Tuition Reimbursement
Unqork recently launched a student loan payback program.
Diversity Program
Lunch and learns
Unqork hosts lunch and learn meetings on occasion.
Cross functional training encouraged
Promote from within
Mentorship program
Our mentorship program includes career mentoring and leadership mentoring
Customized development tracks
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