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Manager, Customer Value Jobs
Company | Grammarly |
Address | Toronto, Ontario, Canada |
Employment type | FULL_TIME |
Salary | |
Category | Technology, Information and Internet |
Expires | 2023-07-23 |
Posted at | 10 months ago |
Grammarly is excited to offer a remote-first hybrid working model. Team members work primarily remotely in the United States, Canada, Ukraine, Germany, or Poland. Certain roles have specific location requirements to facilitate collaboration at a particular Grammarly hub.
- Identify repeatable success motions and manage playbooks.
- Create and manage feedback loops, gathering actionable insights that will inform the product roadmap.
- Create and manage a plan to step-change enterprise value realization, account expansion, and learnings in partnership with Sales Engineering, Product, Marketing and our Global Customer Success team.
- Conduct regular account, process, and systems reviews to identify ways to increase the effectiveness and efficiency of the team.
- Improve the customer experience in the customer success motion, delivering high levels of customer satisfaction and NPS.
- Achieve a new level of onboarding success, including swift time to value, feature adoption and utilization goals.
- Embodies our EAGER values—is ethical, adaptable, gritty, empathetic, and remarkable.
- Is able to collaborate in person 2 weeks per quarter, traveling if necessary to the hub where the team is based.
- Identifies ways to create new leads and other sales opportunities within existing accounts. Has experience working with various stakeholders, from senior executives of large companies to end users.
- Uses systems (e.g., CRM) to track and analyse all customer-related activities and deliverables, pipeline management, and revenue projection.
- Searches for reasons and causes. Has the ability to synthesize quantitative and qualitative data, make data-driven decisions, and use (sometimes incomplete) data to identify gaps and opportunities.
- Relentlessly sets aggressive short- and long-term goals and possesses a strong internal drive to achieve them.
- Has a general understanding of subscription business models, including freemium, free trial, account expansion, and upsells.
- Has a proven track record of delivering very high customer satisfaction scores.
- Actively advocates for customers, working cross-functionally with PMs, engineers, marketers, and others to delight customers and help them meet their business goals while being empathetic to other teams’ processes and priorities.
- Works to realize business value and expand customer relationships through deep knowledge of customer needs rather than a feature list.
- Actively contributes to voice customer initiatives, provides customer feedback to other teams, aids in prioritization, and follows through to resolution.
- Builds strong relationships with people, understands their needs and goals, identifies creative solutions, and manages action items through to completion.
- Professional growth: We believe that autonomy and trust are key to empowering our team members to do their best, most innovative work in a way that aligns with their interests, talents, and well-being. We support professional development and advancement with training, coaching, and regular feedback.
- A connected team: Grammarly builds a product that helps people connect, and we apply this mindset to our own team. Our remote-first hybrid model enables a highly collaborative culture supported by our EAGER (ethical, adaptable, gritty, empathetic, and remarkable) values. We work to foster belonging among team members in a variety of ways. This includes our employee resource groups, Grammarly Circles, which promote connection among those with shared identities, such as BIPOC and LGBTQIA+ team members, women, and parents. We also celebrate our colleagues and accomplishments with global, local, and team-specific programs.
- Home office stipends
- Excellent health care (including a wide range of medical, dental, vision, mental health, and fertility benefits)
- Twenty days of paid time off per year, eleven days of paid holidays per year, and unlimited sick days
- 401(k) and RRSP matching
- Learning and development opportunities
- Disability and life insurance options
- Paid parental leave
- Admission discounts
- Wellness stipends
- Caregiver and pet care stipends
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