VP, Customer Success at Unqork

| Greater NYC Area
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Unqork is an enterprise software company with a no-code platform that digitizes the entire client lifecycle and eliminates dependence on paper for financial services and insurance companies. The company’s patent-pending technology uses AI and machine transcription for risk assessment and digitization, utilizing each client’s existing product and underwriting rules, layered on top of legacy IT systems. The software-as-a-service (SaaS) technology creates custom client onboarding and servicing forms using a drag-and-drop interface which can be implemented within weeks instead of months – unlike most hard-coded technology builds. The result is an easy to use and streamlined front-end agent and consumer experience that significantly reduces operational costs and eliminates errors, while accelerating sales and business growth.

Some of the world’s largest insurance and financial companies use Unqork to define new business rules and deploy products and entire software applications seamlessly and effortlessly without relying on costly development and maintenance of a code base. Gary Hoberman, former CIO of Metlife, founded Unqork in 2017 with a team of hand-picked industry professionals and has created an ‘elegant paradigm shift’ in the way insurance and financial companies are able to operate.

What you’ll do:

The VP, Customer Success will be responsible for building and managing Unqork’s Customer Success Office operations. You will report to the Chief Customer Officer, and will work closely with all senior leadership. 

In this role, you will mature Unqork’s existing customer success operations: build and manage a team, develop deep operational oversight, driven by metrics and execution, and build strong systems and processes. You will ensure that our relationships are successful and ready for continued growth. As a critical part of the Unqork family, you’ll help to develop a supportive, positive, and collaborative work environment.

This role requires very strong critical and strategic thinking skills, the love of not only building but doing, the ability to remain open minded and partner across the organization to develop solutions.

Responsibilities

  • Lead efforts to expand and mature our enterprise customer success practice and related support teams
  • Build a metrics driven organization focused on outstanding delivery and consistent experience
  • Optimize operating model to ensure quality, efficiency, and effective customer success delivery
  • Own post-production applications, manage pass-offs to internal teams, or any additional enhancements or improvements

What you need to succeed

  • Experience working with clients ranging from small-medium enterprise to Fortune 10 organizations as part of a SaaS organization
  • Track record of scaling operations to meet the needs of a high growth organization
  • Proven ability to identify and deliver technical solutions, establish processes, and continuously improve

Requirements

  • 15+ years leadership in post-sales, customer success, account services and/or support
  • Experience delivering SaaS products for B2B and B2B2C
  • Proven leadership, decision-making, execution skills and ability to drive accountability
  • Experience in enterprise program deployment of large enterprise clients
  • Experience working with financial services clients is a plus

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

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

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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