Latest Vacancies at Time Doctor

Category: Customer Success

About the Role

• This is a full-time, 100% remote position that will allow you to work from anywhere.
• This position will begin as a hybrid role, where you’ll first be brought up to speed as a Senior Customer Success Manager while working towards becoming a people manager within the CSM team at Time Doctor.
• Starting out as a Senior CSM, you will manage our top-tier of large accounts in your territory and work to gain the trust, loyalty and long-term partnership of Time Doctor clients.
• You will aim to provide a top-notch customer experience from initial onboarding and product training to ongoing QBRs, feature updates and involvement in our Customer Advisory and Marketing Programs.
• The primary focus of the Senior CSM is the adoption, growth and retention of our largest clients, while moving towards becoming a leader within CS is the eventual goal and path for this role.

Your Responsibilities

• Launch your path at TD in a dual role as Senior CSM while at the same time training with the VP of CS & Support to grow into a team & people management role.
• Get acquainted with CS quarterly goals, client lists, reporting dashboards, customer marketing programs and assist in expanding team processes & leading by example.
• Own, maintain, grow and build upon your book of Tier 1 accounts through frequent engagement (emails, zoom calls, etc.).
• Drive a successful customized onboarding of Time Doctor to help customers realize the business value of our products and how we can best support them.
• Form strategic relationships with key stakeholders to understand your customer’s business within their industry and develop strategic roadmaps to expand their account.
• Lead ongoing client calls via Zoom throughout their experience including: Intro Discovery & Diagnosis, Onboarding & Training Plan, Owner, Admin, Manager and End User Trainings, QBRs, Product/Feature Updates and Marketing/Advisory calls.
• Closely monitor the health of all clients including contractions, product issues/requests, adoption of end users and overall satisfaction with Time Doctor.
• Partner closely with cross departmental teams to share client feedback, escalate urgent issues and contribute to wider team/company project plans.
• Organically move into a management role within the Customer Success team and act as a leader within Time Doctor.

Required Skills & Experience
Minimum qualifications:

• 5+ years of strategic customer success or account management experience.
• 2+ years as manager, head or director of a Customer Success or Account Management team.
• Experience interfacing with executives and navigating customer organizational structures.
• Experience owning a book of business of high revenue clients requiring high-touch engagement.
• Proven track record of expanding client accounts, improving retention rates and growing adoption.
• Acted as a product expert in a similar role/company, provided product overviews/training and partnered closely with a Product team.
• Participated in cross-departmental processes and projects with teams such as: Sales, Support, Product, Engineering, Marketing, etc.

Preferred qualifications:

• Experience working remotely is a plus.
• Excellent communication, presentation, problem-solving, upselling and closing skills.
• Comfortable using Zoom, Slack, Jira, Support desk and Project Management tools.
• Management experience at a SaaS platform

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About the Role

• This is a unique opportunity to develop your career as integrations engineer during an exciting period of hypergrowth.
• You’ll work closely with internal revenue-generating teams to design and deliver solutions that will enable Time Doctor to scale and remain the market leader. All of this will be achieved through your ability to both deliver and collaborate with a team of talented engineers and product managers.
• You’ll have the opportunity to work with a modern tech stack on a product that has traction with significant growth opportunities.
• This is a full-time position, reporting to the Senior Integrations Engineer.

Your Responsibilities

• Design elegant and well-tested code that’s easy to maintain and ensures high performance at scale.
• Ensure accuracy and integrity of data and applications through analysis, coding, clear documentation, and problem resolution.
• Understand and follow Data Governance and ensure attention to data quality.
• Continually learn and research engineering trends to ensure that we are always using the most appropriate technology available.
• Responsible for testing future related specifications and conducting of data analysis.

Required Skills and Experience

• At least 2 years of professional back-end experience, ideally working on Node.js applications at scale.
• Hands-on experience with Distributed Architecture, building RESTful services, XML/JSON, and modern Application Servers.
• Knowledge of API design, including versioning, isolation and micro-services.
• Experience with designing and implementing ETL processes and the use of ETL tools.
• Strong MongoDB experience, ideally with some sharding experience.
• Experience with customer data platforms (Segment, List track, Salesforce, HubSpot) is desirable.
• Knowledge of relational and NoSQL database management systems.
• Experience with test-driven development and continuous delivery, ideally in a product-focused SaaS environment.
• Experience working with AWS (S3, SQS, Redshift, Lambda), Google BigQuery, Firebase, Redis, and Heroku.
• Creative thinker with a natural interest in finding solutions to new problems.