Customer Success Manager - Performance Management (Performance Coach)

Job Description

How would you like to influence the future of performance management and work with some of the most interesting companies across the globe? Who we are 7Geese is a fun, ambitious startup rewriting the rulebook on performance management. Our product helps employees, teams, and companies perform their best through continuous feedback, coaching, peer recognition, and OKR goal setting. Established in 2012, we are a mature product in an emerging market, supporting over 300 businesses worldwide, served by our small (but growing!) and diverse team in Vancouver, Canada. Our office is nestled in the heart of the bustling and historic Gastown. We are currently fully remote until it is safe to return to work where we will offer a "hybrid" working model for those interested. We are also happy to support individuals who would like to stay fully remote. The Role: 7Geese is seeking a passionate Customer Success Manager with a flair for Human Resources technology & processes (specifically, Performance Management) to join our awesome flock. You will be part of our growing Customer Success team delivering world-class customer service, onboarding, implementation, HR advisory, training, and professional services to help customers be successful and reach their desired outcomes in driving their performance management practices using our beautiful platform!

What are our "must haves"?

• Passion for people & culture (performance management): A passion &/or experience in Human Resources in particular, the topic area of performance management (goal setting, 1on1s, feedback, recognition and career growth) with a focus on evidence-based practices in this space (any experience, exposure or interest in this space are welcome to apply)
• Experience in Customer Success / Account Management / Project Management: Experience in volume Account Management, project management, volume work as you will be managing a full portfolio of our customers (Customer Success in a SaaS or a technology company is desired but not essential).
• Team player: A track record of teamwork that involves working closely with people from varying departments, including marketing, sales, engineering, and product teams.

What are our "nice to haves"?

• Experience &/or exposure to HR transformation: Experience executing HR transformation projects and/or HR technology lifecycle processes, including: needs analysis, implementation, onboarding, training, renewals, professional services, and ongoing support.
• Experience &/or exposure to Human Resources processes & practices: Experience implementing HR processes or performance management programs within organisations.
• Experience in a HR role: Experience working in a consultant or HR business partner/advisor/manager role implementing HR technology solutions; Experience (or interest in) writing articles, blog posts, and/or conducting webinars, webcasts, and/or podcasts on HR topics. Certification in HR (e.g., CPHR/SPHR/CIPD or similar).
• Change Management Experience: Experience with change management methodologies, including principles, practices, and procedures; CCMP or similar certification a plus.
• Project Management Experience: Experience leading end-to-end HR or technology implementation projects and application of effective project management methodologies. Certification in Project Management e.g., PMI or Prince2; CAPM or PMP or similar a plus.
• Performance Management Methodologies: Exposure to goal setting frameworks including the OKR approach.

What your role entails?

• Drive a positive customer experience with every touchpoint: Execute a full-cycle Customer Success process from initial needs analysis and solution presentation to implementation, user onboarding, training, support, professional services, renewal, upselling, and contract expansion discussions.
• Facilitate, coach, educate & support around best practices in Performance Management: Consult and support customers with goal-setting (OKRs) and continuous performance management, strategy to execution, coaching, feedback, and recognition best practices. Ability to effectively facilitate sessions online with our customers via online training sessions whether it be to groups of 30+, 100+ or just 1on1s with your key stakeholders.
• Be a trusted advisor: Partner with your customers to provide product solutions to compliment their internal practices while providing support and education around best practices in this space. Develop pro-active support through needs analysis' to ensure customer processes are optimized for success.
• Own your portfolio: Driven by a deep knowledge and understanding of your customer portfolio where you are able to represent your customers, partner with them effectively and prioritize your efforts to effectively manage your work using strategic account management skills.
• Internal collaboration: Work with other teams such as sales, engineering, and particularly our product team to ensure customers are successful and their needs are addressed.

What competencies are we looking for in a successful Performance Coach at 7 Geese?

• Customer centric & commercially oriented mindset: Driven by wins for our customers in helping them reach their potential in performance management while helping us prioritize our efforts to achieve our goals as a business (win/win).
• Navigates ambiguity: Carves a flightpath through unknowns with resilience, positivity and tenacity required to #GSD in a SaaS company.
• Disciplined & results-oriented: Ability to juggle multiple priorities during your week and always put your customers first, with organizational skills & discipline to drive action & achieve outcomes for our customers.
• Clever curiosity: Diagnoses core issues with intelligence to target efforts effectively and not just address symptoms but dig deeper to have maximum impact.
• Engaging communication with empathy & impact: Speaks credibly in everyone’s language and creates genuine long lasting connections with our customers and team members alike. Ability to facilitate online coaching & training sessions with ease.
• Team Player: Collaborative and motivated to manage your own desk while contributing toward building the collective intelligence and cohesion of your team.

What's in it for you?

• Coaching: We drink our own champagne and 7Geese’s purpose is to help people grow and achieve more together. We’ve been steadily growing over the past few years!
• Location: We're based out of an awesome Gastown office located in the heart of Vancouver. The views of the North Shore are breathtaking! Although we are currently fully remote until it is safe to return to work, you also have the opportunity to remain fully remote if this is your prefernce.
• Compensation: You will be an early member in a company with competitive salary
• Benefits: We also offer a fantastic benefits package, including: fully paid health benefits, flexible work schedule, and much, much more. But wait, there's even more: if you're a dog owner/lover, you'll be happy to know that once we re-open, our office is pet friendly.
• Your team: You get to work with some of the most talented people in Vancouver in a fun and supportive environment.

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