Robert D.’s Post

🚨 Excited to announce that I’m hiring a Director of Customer Success! 🚨 We’ve just unified the Sales/Onboarding and Success/Support teams and are now looking for a proven leader to take our Customer Experience Organization to the next level. This person will report directly to me and own the Support and Success portfolio. These teams are 1 Manager and 9 IC's and 1 Manager and 5 IC's respectively and growing plus BPO headcount. We view our CX team as a strategic priority and are investing with headcount and infrastructure to build a world class function. What you need to know about customer experience at Owner: 👷♀️ We sell to a blue collar, SMB buyer. Mom & pop restaurant owners want to shoot straight and need some hand holding when it comes to technology.  🌳 We’re a growth obsessed team. I’m looking for someone who invests in themselves relentlessly and does the same with their team.  💙 When we say we’re customer obsessed, we actually mean it. We solve problems with customer experience and customer value first. We also expect all leaders to spend significant time in front of customers.  🤝 Customers work with us on a month-to-month basis so we earn their business 12 times a year. This means that continually driving value and delivering a world class experience is critical for retention.  🤖 We lean into technology. I’m looking for someone that is a systems and data oriented thinker and is excited to leverage AI to drive customer and business outcomes.  ✍ We’re a fully remote company. Confidence working asynchronously and strong written communication are critical.  🏆 We hold a high bar. This is a performance culture and we expect effort and outcomes. There’s pressure in that but you also get to be part of a winning team.  💰 We pay competitively. If this sounds like the type of environment that you want to be a part of, shoot me a message, and apply below!

Network: I'm hiring a Director of Revenue Operations to support our Sales/CS leaders and org! Looking for a partner that can help co-build the best, future-proof GTM operations org in SaaS and help create a new category of Enterprise Generative AI at Writer. What do I mean by future-proof? It means adapting to a new era of efficiency and impact. Most ops organizations are burdened by inefficiency — misaligned strategies, flawed data, disjointed tools, and insufficient collaboration with business leaders. They end up firefighting and patching holes instead of driving real business impact. We've spent the past 2 years laying the groundwork for a Rev Ops org that enables us to move swiftly while making a meaningful difference. Board meeting decks are turned around in <2 days; leaders can see forward-looking indicators; sellers rave about systems working for them and not against them (see screenshot from an AE), and the business is growing at a ridiculous pace — all achieved with just a team of 1. Now, we're at a turning point where we need more talented individuals to take our foundations and scale/build them to the next level of complexity. We want to deliver even more proactive insights to business leaders, anticipate challenges, and create new revenue streams. Scaling efficiently is crucial. The speed at which Writer operates has reinvigorated me. We know it's possible because our small, skilled teams are empowered to make a difference. I now better understand that moving fast is a privilege that needs to be maniacally protected! If you're an experienced revenue operations leader that loves to build and who can flex across every ambiguous task and do them excellently, I'd love to connect! Check out the JD below👇🏼 or shoot me a DM. https://lnkd.in/gvn94dzr

Customer Service Champions: Hiring for a Customer Centric Culture" Explore the importance of hiring employees with strong customer service skills and how they can be the key to differentiating and scaling your business in a competitive market. Read more here: https://lnkd.in/gYNDz5t2 #customerservice #hiring

#hiring Sr. Product Manager, Sort Tech, Nashville, United States, fulltime #jobs #jobseekers #careers #Nashvillejobs #Tennesseejobs #ConsultingCorporateStrategy Apply: https://lnkd.in/gB24SQMj Job ID: Services LLCThis role sits in Tempe, AZ.Passionate about solving hard problems? Want to help Amazon achieve the trifecta of fast speeds, low costs and great reliability? Here's an opportunity to transform how Amazon moves packages through its logistics network by optimizing and automating within-building operations. Implement robotic interfaces, guided associate workflows, flow optimization engines, machine learning algorithms, and more to generate savings for a billion dollar plus operating spend.To date, you will have successfully built technology products that automate processes and provide users with experiences they love. You are able to synthesize a variety of technologies and capabilities, and translate them into tools and intelligence that solve specific pain-points. You actively contribute to tech architecture and design decisions, are analytical and data driven, and are laser focused on measuring and improving the success metrics of products you own. You are adept at working across cross-disciplinary teams, making hard prioritization choices, and ensuring complete visibility of your product roadmap to stakeholders.Key Responsibilities- Set the vision for your product area, in partnership with our engineering and UX design teams.- Create consensus for your product area vision with key stakeholders across regions.- Define the feature sets, business requirements, measures of success, and roadmap for your products.- Drive and deliver these products to market.- Learn from user feedback, metrics, and other data sources to craft improvements and ensure we are building the right features over time.- Make prioritization decisions and own trade-offs between user needs, product quality and development effort.A day in the lifeA PM in this role meets regularly with operations teams who leverage Sort Tech tools to understand their pain points. They translate these needs into documents and requirements for our software development teams. They attend weekly development teach mechanisms such as sprint planning and retrospectives. They coordinate deployment of new products and features through operations partner teams such as ACES.About the teamSort Tech is a team that obsesses over the associate working in Amazon Fulfillment Centers, Sort Centers, and AIR facilities. We build tools and automation systems that drive Amazon's Middle Mile logistics network.We are open to hiring candidates to work out of one of the following locations:Tempe, AZ, USA BASIC QUALIFICATIONS - 5+ years of product or program management, product marketing, business development or technology experience- Bachelor's degree or equivalent- Experience owning feature delivery and tradeoffs of a product- Experience wo

#hiring Sr. Product Manager, Sort Tech, Nashville, United States, fulltime #jobs #jobseekers #careers #Nashvillejobs #Tennesseejobs #ConsultingCorporateStrategy Apply: https://lnkd.in/gB24SQMj Job ID: Services LLCThis role sits in Tempe, AZ.Passionate about solving hard problems? Want to help Amazon achieve the trifecta of fast speeds, low costs and great reliability? Here's an opportunity to transform how Amazon moves packages through its logistics network by optimizing and automating within-building operations. Implement robotic interfaces, guided associate workflows, flow optimization engines, machine learning algorithms, and more to generate savings for a billion dollar plus operating spend.To date, you will have successfully built technology products that automate processes and provide users with experiences they love. You are able to synthesize a variety of technologies and capabilities, and translate them into tools and intelligence that solve specific pain-points. You actively contribute to tech architecture and design decisions, are analytical and data driven, and are laser focused on measuring and improving the success metrics of products you own. You are adept at working across cross-disciplinary teams, making hard prioritization choices, and ensuring complete visibility of your product roadmap to stakeholders.Key Responsibilities- Set the vision for your product area, in partnership with our engineering and UX design teams.- Create consensus for your product area vision with key stakeholders across regions.- Define the feature sets, business requirements, measures of success, and roadmap for your products.- Drive and deliver these products to market.- Learn from user feedback, metrics, and other data sources to craft improvements and ensure we are building the right features over time.- Make prioritization decisions and own trade-offs between user needs, product quality and development effort.A day in the lifeA PM in this role meets regularly with operations teams who leverage Sort Tech tools to understand their pain points. They translate these needs into documents and requirements for our software development teams. They attend weekly development teach mechanisms such as sprint planning and retrospectives. They coordinate deployment of new products and features through operations partner teams such as ACES.About the teamSort Tech is a team that obsesses over the associate working in Amazon Fulfillment Centers, Sort Centers, and AIR facilities. We build tools and automation systems that drive Amazon's Middle Mile logistics network.We are open to hiring candidates to work out of one of the following locations:Tempe, AZ, USA BASIC QUALIFICATIONS - 5+ years of product or program management, product marketing, business development or technology experience- Bachelor's degree or equivalent- Experience owning feature delivery and tradeoffs of a product- Experience wo

Recently, many SMBs or Tech Startup’s have realised the value of Customer Success in their peripherals. They have started to understand that, for customers to continue growing their lifetime value, they first need to feel successful with the product. However, a lot of confusion has sprung up around how to ensure customers are successful? Whether they can merge customer success role with sales? Similar lines to “customer success account manager” role. Whether they can hire someone with 3-4 years of experience, train and let him/her drive the CS department? Similar lines to many startup’s nowadays. Or, graduate the customer support team members to customer success on the basis of merit. Being Strategic Is Not Everyone’s Cup Of Tea! A good amount of experience is absolutely needed. Thoughts? #cs #customersuccess #cspractice #csm #strategic #changethenarrative

I get a lot of questions about who to hire for customer success at a start-up. Many startups are tempted to hire inexpensively, but that leaves them without the right level of expertise required to deliver the type of experience that keeps customers coming back. So the main focus has to be on hiring judiciously and building a team that has the right mix of seasoned CX professionals and entry level members. All early members of the CX team need to be all-rounders to scale horizontally. “Will” over “skill” is required at this time as a lot of the work is coordinating customer and internal company resources to deliver the desired outcome. So who should you hire first? The perfect first CX hire is someone who is experienced in almost all functions of CX and is a do-er.  This is generally someone who is at mid-level looking to take the next step in their career, but who’s also comfortable doing the day-to-day work. What do you think? Who are the best first hires for CX at a start-up?

#hiring Sr. Product Manager, Sort Tech, Nashville, United States, fulltime #jobs #jobseekers #careers #Nashvillejobs #Tennesseejobs #ConsultingCorporateStrategy Apply: https://lnkd.in/gxN_8Y9F Job ID: Services LLCThis role sits in Tempe, AZ.Passionate about solving hard problems? Want to help Amazon achieve the trifecta of fast speeds, low costs and great reliability? Here's an opportunity to transform how Amazon moves packages through its logistics network by optimizing and automating within-building operations. Implement robotic interfaces, guided associate workflows, flow optimization engines, machine learning algorithms, and more to generate savings for a billion dollar plus operating spend.To date, you will have successfully built technology products that automate processes and provide users with experiences they love. You are able to synthesize a variety of technologies and capabilities, and translate them into tools and intelligence that solve specific pain-points. You actively contribute to tech architecture and design decisions, are analytical and data driven, and are laser focused on measuring and improving the success metrics of products you own. You are adept at working across cross-disciplinary teams, making hard prioritization choices, and ensuring complete visibility of your product roadmap to stakeholders.Key Responsibilities- Set the vision for your product area, in partnership with our engineering and UX design teams.- Create consensus for your product area vision with key stakeholders across regions.- Define the feature sets, business requirements, measures of success, and roadmap for your products.- Drive and deliver these products to market.- Learn from user feedback, metrics, and other data sources to craft improvements and ensure we are building the right features over time.- Make prioritization decisions and own trade-offs between user needs, product quality and development effort.A day in the lifeA PM in this role meets regularly with operations teams who leverage Sort Tech tools to understand their pain points. They translate these needs into documents and requirements for our software development teams. They attend weekly development teach mechanisms such as sprint planning and retrospectives. They coordinate deployment of new products and features through operations partner teams such as ACES.About the teamSort Tech is a team that obsesses over the associate working in Amazon Fulfillment Centers, Sort Centers, and AIR facilities. We build tools and automation systems that drive Amazon's Middle Mile logistics network.We are open to hiring candidates to work out of one of the following locations:Tempe, AZ, USA BASIC QUALIFICATIONS - 5+ years of product or program management, product marketing, business development or technology experience- Bachelor's degree or equivalent- Experience owning feature delivery and tradeoffs of a product- Experience wo

Two months back, I circulated a roster of adept individuals in my network pursuing fresh avenues. Following enlightening dialogues with confidants, I've refined the list by role below. Please note, that the majority of my network comes from SaaS in financial services (Wealth, FinTech, Banking, Asset Mgmt, and Financial Advisory). Let's synergize and enrich your team! Feel free to reach out to me directly if any role resonates with your needs —I'd be delighted to facilitate connections with these catalysts for change. 👇🏼 👇🏼 👇🏼 - 2x (individuals) - VP or SVP of strategic partnerships -> Series B-C - $10m+ ARR - 1x Associate Product Manager - Pre Seed -> Seed, with a product focus on advisory or asset management use cases - 2x (individuals) - VP of Product - ideally $7-$15m ARR. Agile ceremonies in place, both have experience managing teams of APMs or BAs to scale up product execution and maturity - 1 Head of Product - Series A - B. Ideally firm looking to deploy/accelerate APIs of their platform for additional revenue streams - background also includes integration/channel partnership strategies - 1 CPO - Seed - Series A, personas -> internal sales deck, wholesalers or financial advisors/planners - 1 Director, Customer Experience - Seed - Series A. Responsible for customer touchpoints from pre-sales to CSM handoff - 1 CRO - $15-$25m in ARR - with a strong team of AEs and BDRs. Can build a sales team if budgeted. Growth Equity or PE-backed optimal. - 1 COO - Two-in-a-box relationship with CEO, focus on turnaround and or product strategy pivot. Sub 125 FTEs - 1 General Council - Product/Customer base -> Fintech, WealthTeach or Banking - 1 SVP of Customer Success. Management of 3-5 CSMs. Enterprise focused - $250k - $1m+ AOVs with $15+ ARR. Can improve your resource allocation by identifying the customers (or segments) with greater margin contributions. - 1 Director of Client Onboarding (or Success) - Series C - D. A perfect fit if you need a leader to boost revenues by uncovering, and revising, agreements for customers whose pricing has never increased or who consistently benefit from legacy discounts. - 2x (individuals) - UX Researchers - Contract or C2H #TalentSearch #ExecutiveHiring #HRPartnerships #PortfolioCompanies #GrowthEquity #CultureIsEverything #Venture

When should you build a Revenue Operations function? Until 1M Annual revenue you can get away with the founder leading the revenue operations function. But as the sales and marketing function grows, you'll need a Revenue Operations function in place to ensure you're tracking revenue attribution and delivering data insights to ensure every dollar invested results in a return on investment. Businesses typically wait for too long, before implementing revenue operations. As a result, businesses fail. Without a team to optimise the go to market operations, you risk bankruptcy. We know that a large % of businesses fail within the first three years because they are not profitable enough to survive external changes. So why wait? Start exploring your options for building a Revenue Operations team. You don't need to hire full-time, there are plenty of tactical fractional Revenue Operations resources to support founders, CRO and COOs. RevOps Automated is one of many providers that you could explore to help you earn more revenue per head. Curious to learn more - reach out. We're happy to help point you in the right direction to scale your revenue, even if you decide not to partner with us.